Servicenow Business Process Consultant - ITSM AND HRSD

ServiceNow Business Process Consultant - ITSM AND HRSD

Location: Toronto Other locations: Primary Location Only Salary: Competitive Date: 28 Apr 2026

Job Description

EY is seeking a ServiceNow Business Process Consultant (BPC) with strong functional expertise to support IT Service Management (ITSM) and HR Service Delivery (HRSD) initiatives across client engagements. This role is ideal for a process-focused consultant who enjoys working closely with stakeholders to design, optimize, and implement ServiceNow solutions aligned to leading practices. You will play a key role in translating business needs into effective ServiceNow workflows, while helping clients realize value through streamlined processes and improved user experiences.

Your key responsibilities:

• Lead process discovery workshops and stakeholder interviews to understand current-state and future-state ITSM and HR processes
• Translate business requirements into ServiceNow functional designs, user stories, and acceptance criteria
• Support ServiceNow implementations across ITSM (Incident, Request, Problem, Change) and HRSD (HR Case Management, Knowledge, employee-facing services)
• Advise clients on ServiceNow best practices, promoting out-of-the-box capabilities while minimizing customization
• Partner with technical teams to ensure functional requirements are accurately configured and delivered
• Support UAT, validation, and go-live readiness activities, including defect triage and solution refinement
• Contribute to training materials, job aids, and change enablement activities to support adoption
• Act as a trusted advisor, helping stakeholders align processes, governance, and outcomes

Skills and attributes for success:

• Strong functional understanding of ServiceNow ITSM and HRSD modules
• Proven experience gathering and documenting business requirements and process flows
• Ability to facilitate workshops and communicate effectively with business and technical stakeholders
• Experience working in Agile delivery environments and writing clear user stories
• Comfort balancing stakeholder expectations, scope, and delivery timelines
• Ideally, you'll also have ServiceNow certifications such as CSA, CIS – ITSM, and/or CIS – HRSD
• ITIL Foundation certification or equivalent IT service management knowledge
• Experience in consulting or managed services environments
• Exposure to service catalog design, knowledge management, or employee portal/experience design

What we look for:

We're looking for individuals who are curious, collaborative, and client-focused, with a passion for improving business processes through technology. You bring structure to ambiguity, communicate with confidence, and take ownership of delivering high-quality outcomes for clients and teams.

What we offer you:

The EY benefits package is designed to support your physical, emotional, financial, and social wellbeing. Our extensive benefits include comprehensive medical, dental, and prescription drug coverage, as well as mental health benefits, a robust Employee Assistance Program and group savings plans to promote your overall wellbeing. We offer generous time off, including personal days, vacation days, and additional firm-wide holidays, along with the option to purchase extra vacation days. Employees can take advantage of EY's exclusive learning programs tailored just for them. We also provide internal opportunities for career development and advancement, enabling you to grow within the firm. Get involved in meaningful volunteering through EY Ripples and make a positive impact in the community.

Inclusiveness at EY:

Inclusiveness is the heart of who we are and how we work. We're committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advancing gender equity and women in leadership, advocating for the 2SLGBTQIA+ community, promoting our neuroinclusion and accessibility initiatives, and are dedicated to amplifying the voices of Indigenous peoples (First Nations, Inuit, and Métis) nationally as we strive towards reconciliation.

EY | Building a better working world:

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.