ServiceNow Product and Platform Consultant

Position Name – ServiceNow Product and Platform Consultant

Type of hiring – Fulltime

Location – Remote Canada

Job Description:

Seeking an experienced consultant to provide ServiceNow product analysis, platform coordination, solution planning, stakeholder engagement, and delivery oversight. The consultant will translate business needs into actionable requirements, guide development through testing and release, support platform operations, and help client’s realize measurable value from ServiceNow, Now Assist, workflow automation, reporting, and integrations.

Key Responsibilities

• Lead requirements discovery with business and technology stakeholders; document current-state processes, target workflows, user stories, acceptance criteria, roles, data needs, notifications, reports, and dashboards.
• Own assigned ServiceNow initiatives from intake through production validation, including scope definition, prioritization, backlog readiness, demonstrations, UAT coordination, release planning, and stakeholder sign-off.
• Coordinate developers, platform administrators, vendors, product owners, and support teams to resolve dependencies, clarify requirements, track delivery, and elevate risks or blockers.
• Support ServiceNow AI and automation capabilities, including Now Assist usage analysis, feature evaluation, testing, adoption planning, consumption monitoring, and issue resolution with ServiceNow support.
• Analyze platform incidents, defects, service requests, and vendor cases; reproduce issues, document evidence, validate proposed fixes in lower environments, and confirm production readiness.
• Coordinate integrations and cross-platform workflows involving ServiceNow, Jira, Workday, email, APIs, Tidal, identity services, and other enterprise systems.
• Develop executive-ready status updates, presentations, process diagrams, decision materials, release summaries, and operational documentation.
• Promote platform standards, catalog governance, security, change control, auditability, and sustainable out-of-the-box design while identifying technical debt and improvement opportunities.

Performance Objectives

• Deliver at least 90% of committed analysis and coordination milestones by the agreed date or release window, with material risks communicated within one business day.
• Ensure 100% of assigned initiatives have documented scope, requirements, acceptance criteria, test evidence, stakeholder approval, and production-validation expectations before release.
• Maintain clear ownership and status for open platform issues, vendor cases, and dependencies; elevate critical blockers promptly and drive each item to an evidence-based resolution.
• Provide accurate monthly reporting for Now Assist adoption and consumption, including material variances, risks, and recommended actions before contractual or operational thresholds are reached.
• Conduct stakeholder demonstrations and UAT checkpoints for material releases, record decisions and open items, and obtain documented sign-off before production deployment.
• Keep assigned backlog items, project artifacts, process documentation, and executive updates current, concise, and auditable.

Required Qualifications

• Bachelor's Degree in information technology, business, engineering, or a related field, or equivalent professional experience; 5 or more years supporting ServiceNow products, enterprise workflows, or technology delivery.
• Hands-on experience with requirements analysis, process mapping, user stories, acceptance criteria, backlog management, UAT, release coordination, and stakeholder communication.
• Working knowledge of ServiceNow ITSM, Service Catalog, reporting, dashboards, workflow automation, access controls, integrations, and development lifecycle practices.
• Experience analyzing platform issues across development, test, and production environments and working with vendors or support teams through resolution.
• Ability to translate technical constraints into clear business choices, manage competing priorities, and produce executive-ready presentations and documentation.
• Strong analytical, facilitation, written communication, problem‑solving, and independent delivery skills.

Preferred Qualifications

• ServiceNow CSA, CIS, CAD, or related ServiceNow credential; ITIL Foundation, product owner, business analysis, or Agile certification.
• Experience with Now Assist, AI agents, Predictive Intelligence, Virtual Agent, CMDB/CSDM, ITOM, SAM Pro, IntegrationHub, Performance Analytics, or App Engine.
• Experience with Jira, REST APIs, enterprise integrations, DevOps or release automation, data analysis, and value-realization reporting.
• Consulting experience in roadmap development, vendor management, stakeholder facilitation, and outcome-based delivery.

Industry-Specific Qualifications

• Experience in insurance, reinsurance, financial services, or another regulated industry.
• Understanding of technology risk, regulatory compliance, audit excellence, access governance, records retention, change control, and separation of duties.
• Ability to work effectively with global teams and vendors while maintaining clear documentation, traceability, and production controls.