Job Title: Sr ServiceNow Implementation Consultant
Location: Remote - Canada
Working Hours: Central Time Zone
Type: Independent Contract (Contractor / Non-Employee)
Start Date: ASAP
Pay Rate: $75-$105/hr CAD
We are seeking a Senior 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.
Solution Design & Architecture
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Design Service Mapping architecture for 20+ Tier 1 applications, including SLA dashboards and service status reporting
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Define Change Management reversion strategy to restore OOTB functionality while preserving critical customizations
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Lead Employee Center migration strategy, including catalog restructuring and persona-based experiences
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Design Workspace configurations for various operational teams
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Develop Platform Analytics dashboard and reporting architecture
Implementation & Configuration
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Configure Service Mapping, CMDB relationships, and CI discovery
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Restore and optimize OOTB Change Management models and workflows
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Implement Employee Center with Virtual Agent readiness
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Configure Workspaces and modern dashboard experiences
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Implement Problem Management and Major Incident Management processes
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Build Platform Analytics dashboards and operational reports
Client Advisory & Enablement
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Lead stakeholder discovery and solution workshops
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Recommend ITSM process improvements and platform best practices
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Guide CMDB health and data quality initiatives
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Advise on integrations with monitoring tools such as LogicMonitor, SolarWinds, and Pingdom
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Deliver training and knowledge transfer sessions
Documentation & Knowledge Transfer
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Create solution design and configuration documentation
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Document as-built configurations and operational runbooks
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Conduct administrator and support team enablement sessions
Required Qualifications
ServiceNow Expertise
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5+ years of hands-on ServiceNow implementation experience
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ServiceNow Certified System Administrator (CSA) – Required
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ServiceNow Certified Implementation Specialist (CIS) in ITSM – Required
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Strong expertise in Incident, Problem, Change, CMDB, and Service Catalog
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Experience with Service Mapping, Employee Center, Workspaces, and Platform Analytics
Technical Skills
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Strong understanding of ServiceNow OOTB workflows and data models
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Experience with REST/SOAP integrations, MID Server, Flow Designer, and Glide scripting
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Proficiency in JavaScript and CMDB CI relationship modeling
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Experience with SLA configuration and reporting
Consulting Skills
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Strong client-facing communication and workshop facilitation skills
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Ability to balance OOTB capabilities with custom business needs
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Experience leading complex multi-workstream ITSM initiatives
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Ability to work independently and drive delivery
Preferred Qualifications
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CIS in Discovery or Service Mapping
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Experience with Virtual Agent, Now Assist, or AI/ML capabilities
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Familiarity with ITOM, AIOps, and predictive intelligence
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Experience in financial services or credit union environments
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Exposure to monitoring integrations (LogicMonitor, SolarWinds, Pingdom)
