[Hiring] ServiceNow Implementation Consultant @Cayuse Holdings

Role Description

We are seeking a ServiceNow Technical Consultant to lead a complex ITSM modernization engagement for a credit union client. This role requires deep ServiceNow expertise, strong client-facing skills, and the ability to design and implement scalable ITSM solutions while aligning with OOTB best practices and business requirements.

Responsibilities

• Implementation & Configuration
  • Configure Service Mapping, CMDB relationships, and CI discovery
  • Restore and optimize OOTB Change Management models and workflows
  • Implement Employee Center with Virtual Agent readiness
  • Configure Workspaces and modern dashboard experiences
  • Implement Problem Management and Major Incident Management processes
  • Build Platform Analytics dashboards and operational reports
• Client Advisory & Enablement
  • Lead stakeholder discovery and solution workshops
  • Recommend ITSM process improvements and platform best practices
  • Guide CMDB health and data quality initiatives
  • Advise on integrations with monitoring tools such as LogicMonitor, SolarWinds, and Pingdom
  • Deliver training and knowledge transfer sessions
• Documentation & Knowledge Transfer
  • Create solution design and configuration documentation
  • Document as-built configurations and operational runbooks
  • Conduct administrator and support team enablement sessions

Qualifications

• 5+ years of hands-on ServiceNow implementation experience
• ServiceNow Certified System Administrator (CSA) – Required
• ServiceNow Certified Implementation Specialist (CIS) in ITSM – Required
• Strong expertise in Incident, Problem, Change, CMDB, and Service Catalog
• Experience with Service Mapping, Employee Center, Workspaces, and Platform Analytics
• Strong understanding of ServiceNow OOTB workflows and data models
• Experience with REST/SOAP integrations, MID Server, Flow Designer, and Glide scripting
• Proficiency in JavaScript and CMDB CI relationship modeling
• Experience with SLA configuration and reporting
• Strong client-facing communication and workshop facilitation skills
• Ability to balance OOTB capabilities with custom business needs
• Experience leading complex multi-workstream ITSM initiatives
• Ability to work independently and drive delivery

Preferred Qualifications

• CIS in Discovery or Service Mapping
• Experience with Virtual Agent, Now Assist, or AI/ML capabilities
• Familiarity with ITOM, AIOps, and predictive intelligence
• Experience in financial services or credit union environments
• Exposure to monitoring integrations (LogicMonitor, SolarWinds, Pingdom)

Pay Range

CAD $75.00 - CAD $95.00 /Hr.