Functional ITSM Senior Consultant

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Date: Sep 11, 2022

Location: Vancouver, British Columbia, C

Company: Deloitte

Job Type: Permanent 
Reference code: 109201   
Primary Location: Vancouver, British Columbia, Canada 
All Available Locations: Vancouver, BC; Calgary, AB; Edmonton, AB 


Our Purpose


At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.

By living our Purpose, we will make an impact that matters.

  • Learn from deep subject matter experts through mentoring and on the job coaching
  • Leverage the Deloitte CPA Advantage program, a comprehensive support program for CPA modules and the CFE.
  • Be encouraged to deepen your technical skills…whatever those may be.

Are you looking for a new challenge within your ITSM/ServiceNow Career?  Our Managed Service team is growing and looking for highly motivated individuals.

What will your typical day look like?

In a typical day you will be engaged in a variety of activities ranging from running project kick-off meetings, to conducting design workshops, requirement gathering meetings, writing test scripts, doing demos, sprint planning among many others. You can expect to work in a highly collaborative, agile, and diverse team environment.

As a ServiceNow Senior Consultant you will also be expected to complete and maintain ServiceNow product accreditations and certifications through our world-class training programs.

About the team

  • Working with clients and advising them on best practices in IT Service Management (ITSM), Customer Success Management (CSM), Human Resources Service Delivery (HRSD), IT Asset Management (ITAM), Governance, Risk and Compliance (GRC), Project and Portfolio Management (PPM)
  • Conduct Discovery workshops to understand current state of in scope processes
  • Conduct Joint Design sessions in collaboration with key stakeholders to design target state for in scope processes
  • Conduct gap analysis to understand, document and communicate the ‘deltas’ between current state and target state
  • Translate functional requirements using target state design into user stories for developers to configure
  • Conduct demonstrations for client to showcase ServiceNow platform capabilities as well as configuration completed for in scope work
  • Conducting functional testing of completed configuration, logging defects and working closely with technical and functional team to deliver as per design specifications
  • Writing UAT scripts and assisting client with completing UAT, Performance and SIT testing

Enough about us, let’s talk about you

You have:

  • Knowledge and familiarity with ITIL and related concepts
  • At least 7 to 8 years IT industry experience
  • 5+ years’ functional experience with ServiceNow or functional experience with more than one of the following ITSM processes : Incident, Change, Problem, Knowledge, Request fulfillment, CMDB, Service portal
  • ServiceNow development skills would be an asset
  • Good written and verbal communication skills
  • Ability to understand and implement end-user requirements
  • Good to have ServiceNow Certified System Administrator and other ServiceNow CIS certifications
  • Good to have ITIL 4 certification

Good to have PMP certification


Our promise to our people: Deloitte is where potential comes to life.


Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute. Be the leader you want to be.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors. Our TVP is about relationships – between leaders and their people, the firm and its people, peers, and within in our communities.

The next step is yours


At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action PlanReconciliation Action Plan and the BlackNorth Initiative.

We encourage you to connect with us at if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations). We’d love to hear from you!

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.

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