ServiceNow Business Process Consultant, CSM

Job Description

<p><h3>Overview</h3><p><strong>Location: Remote | Canada</strong>  | <strong>Type: Full time | permanent</strong><br/><strong>Team: ServiceNow - Center of Expertise</strong></p><p>Ateko, backed by Bell Canada, delivers IT solutions across five platforms: ServiceNow, Salesforce, AWS, Microsoft Azure and Google. Beyond implementation, our personalized services and continued support helps connect teams, streamline processes, and remove barriers.</p><p>The result: our services are in demand and our teams are growing. If you’re motivated by this momentum, we are hiring!</p><h3>YOUR IMPACT</h3><p>You won’t be stuck in maintenance mode. At Ateko, you’ll work on strategic, high-impact projects to maximize value for our clients by optimizing their business processes. You will work on implementing ServiceNow’s Customer Service Management (CSM) module for some of the world’s biggest brands and you will be recognized as a trusted advisor, both internally and to the client.</p><h3>YOUR TEAM</h3><p>We hire top-tier talent and give them the space to shine. You’ll collaborate with our Business Process Consulting (BPC) team under the leadership of the Director, BPC, ServiceNow. No egos. Just smart people solving complex problems together in constant collaboration, with the mission of delivering de best quality implementation of our ServiceNow projects.</p><h3>WHAT TO EXPECT</h3><p>Your day to day will look like this:</p><ul><li>Process Analysis and Design: Contribute to the execution plan, draft the process guide for the client’s future-state CSM, and facilitate transition workshops.</li><li>Requirements Management and Prioritization: Write and manage user stories, support the client in prioritizing them, and define acceptance criteria.</li><li>Collaboration and Project Monitoring: Estimate development efforts with the team, facilitate scrums, and participate in weekly meetings.</li><li>Training and Adoption: Present ServiceNow solutions, train key users, prepare user guides, and support organizational change management.</li></ul><h3>THE EXPERIENCE WE ARE LOOKING FOR</h3><p>The following experience will help you succeed in this role. However, if you don’t meet all these criteria, but have experience with ServiceNow’s CSM module, we will be happy to consider your application because we’re looking for potential first.</p><ul><li>Bilingual in English and French.</li><li>2 years of experience with the ServiceNow CSM module.</li><li>5 years of experience as a Business Analyst or Business Process Consultant in an IT environment.</li><li>Skilled in process analysis and the design of complex workflows.</li><li>Experienced in writing user stories and acceptance criteria.</li><li>Strong analytical and detail-oriented mindset, with a focus on customer satisfaction and problem-solving.</li><li>Passionate about knowledge sharing and mentoring junior colleagues.</li></ul><h3>OUR OFFER</h3><ul><li>Remote work: The choice is yours, work from home or from one of our offices.</li><li>Vacation: 4 weeks of vacation and 5 personal days.</li><li>Insurance: You’re covered as of your first day of work and have 3 policies to choose from (Ateko pays half of the coverage fee).</li><li>Telemedicine: Ateko covers your access to the Dialogue app, which offers virtual healthcare and mental health support.</li><li>Group RRSP: If you contribute, Ateko will match up to 2% of your annual salary.</li><li>Professional development: Your goals are part of our journey. From certification pathways to cutting-edge learning programs, we help you make sure you’re always leveling up.</li></ul><p>We’re building a culture where diverse perspectives fuel creativity, and collaboration drives breakthroughs. Visit our LinkedIn page to learn more.</p><h3>NEXT STEPS</h3><ul><li>Apply! We consider applications as they come in, and you will hear from us no matter what the decision.</li><li>If we move ahead, a recruiter will invite you to a first interview over Teams.</li><li>If there is a fit with the role we will invite you to meet the direct team (1 to 3 interviews depending on the role).</li><li>We’ve reached the offer stage!</li></ul><h3>ACCESSIBILITY</h3><p>We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.</p><p>Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or accessibility@fxinnovation.com to make arrangements.</p><p>If you have questions regarding accessible employment at Ateko please email our Human Resources team at accessibility@fxinnovation.com.</p><h3>Let's innovate together for a better future</h3><p>First Name</p><p>Last Name</p><p>Phone</p><p>Email Address</p><p>Resume</p><p>Authorized combined size: 2 MiB</p><p>Authorized extensions: .pdf, .doc, .docx</p><p>By clicking 'Send', you consent to the transmission of your data in accordance with our privacy policy</p></p>
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