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Senior Specialist, IT Service Management at BDO Canada
London, United Kingdom
Job Descrption
BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a people-first culture with a high priority on your personal and professional growth.
Your Opportunity
We are looking for a Senior Specialist, IT Service Management (ITSM), who can work within any of our Canadian offices to join our Strategy and Center Of Excellence team and own the following responsibilities:
• Provide technical expertise in the analysis, planning, design/configuration, implementation, and maintenance of the ServiceNow platform.
• Provide ServiceNow product ownership from a SME perspective ensuring alignment of vision, mission, goals, and objectives as defined by the Senior Manager, Strategy and COE.
• Act as the main liaison between BDO IT, ServiceNow (service... provider), and the ITSM integrator to support management of work status, issue resolution, escalations, and quality of service via weekly/monthly alignment calls.
• Translate business needs to tangible work deliverables within ServiceNow, including leading/configuring workflows, modules, integrations, and scripts to enhance existing ServiceNow functionality.
• Ensuring detailed documentation is created for changes to ServiceNow carried out internally or by ITSM integrators.
• Ensuring changes to the platform align with BDO’s ServiceNow roadmap and objectives.
• Assist with budgeting, forecasting, and road mapping to support of the overall IT Strategy.
• Stay up to date with technology and ITSM industry trends to assist IT management with ITSM decision-making.
• Support ITSM product decision-making by providing operational reporting and trends analysis.
• Drive the continuous improvement of ITSM, integrating system monitoring and alerting capabilities and identifying opportunities for efficiencies and improvements.
How do we define success for your role?
• You demonstrate BDO's core values through all aspect of your work: Integrity, Respect and Collaboration
• You understand your client’s industry, challenges, and opportunities; client’s describe you as positive, professional, and delivering high quality work
• You identify, recommend, and are focused on effective service delivery to your clients
• You share in an inclusive and engaging work environment that develops, retains and attracts talent
• You actively participate in the adoption of digital tools and strategies to drive an innovative workplace
• You grow your expertise through learning and professional development
Your Experience And Education
• You have a University Degree or College Diploma in Software Engineering, Computer Science or Business Administration or equivalent work experience
• You have a ServiceNow CSA/CIS certification, ITIL v3 Foundation Certification and experience working with the ITIL framework
• You have experience with ServiceNow, BMC, and similar ITSM tools
• 3+ years of demonstrated ServiceNow development and platform management experience.
• 3+ years of advanced Java scripting and software development experience
• Solid understanding of networks and knowledge and clear understanding of ITILv3-based ITSM processes (Incident, Problem, Change, Configuration, Asset Management etc.)
• Ability to manage tables, relationships and metadata in ServiceNow
• You have working knowledge and experience in MS suite of products (O365)
• You have excellent facilitation, presentation, verbal and written skills with the ability to convey complex ideas to both business and technical staff
• You have excellent analytical, time management skills with the ability to manage multiple assignments simultaneously with tight deadlines
• You have demonstrated ability to work effectively with minimal supervision and in a team environment
• You have self-development skills to keep up to date with fast-changing trends and industry standards
• If you have experience working in professional services, it will be considered an asset
Why BDO?
Our people-first approach to talent has earned us a spot among Canada’s Top 100 Employers for 2024. This recognition is a milestone we’re thrilled to add to our collection of awards for both experienced and student talent experiences.
Our firm is committed to providing an environment where you can be successful in the following ways:
• We enable you to engage with how we change and evolve, being a key contributor to the success and growth of BDO in Canada.
• We help you become a better professional within our services, industries, and markets with extensive opportunities for learning and development.
• We support your achievement of personal goals outside of the office and making an impact on your community.
Giving back adds up: Where company meets community. BDO is actively involved in our communities by supporting local charity initiatives. We support staff with local and national events where you will be given the opportunity to contribute to your community.
Total rewards that matter: We pay for performance with competitive total cash compensation that recognizes and rewards your contribution. We provide flexible benefits from day one, and a market leading personal time off policy. We are committed to supporting your overall wellness beyond working hours and provide reimbursement for wellness initiatives that fit your lifestyle.
Everyone counts: We believe every employee should have the opportunity to participate and succeed. Through leadership by our Diversity, Equity and Inclusion Leader, we are committed to a workplace culture of respect, inclusion, and diversity. We recognize and celebrate the valuable differences among each of us, including race, religious beliefs, physical or mental disabilities, age, place of origin, marital status, family status, gender or gender identity and sexual orientation. If you require accommodation to complete the application process, please contact us.
Flexibility: All BDO personnel are expected to spend some of their time working in the office, at the client site, and virtually unless accommodations or alternative work arrangements are in place.
Our model is a blended approach designed to support the flexible needs of our people, the firm and our clients. It’s about creating work experiences that meet everyone’s needs and providing flexibility to adjust when, where and how we work to meet the expectations of our role.
Code of Conduct: Our Code of Conduct sets clear standards for how we conduct business. It reflects our shared values and commitments and includes guiding principles to help us make ethical decisions and maintain trust with each other, our clients, and the public.
Ready to make your mark at BDO? Click “Apply now” to send your up-to-date resume to one of our Talent Acquisition Specialists.
To explore other opportunities at BDO, check out our careers page
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