The role will work closely with our clients and project teams to achieve this outcome within our standard project delivery methodologies. As the solution design facilitator, you are responsible for leading and supporting workshops or requirements meetings with clients and other related support teams to gather requirements, act as liaison between customer and technical teams during product development, develop and facilitate the testing plans and strategy. You will follow up with any production issues reported, troubleshoot if able, capture any future enhancements, and ensure products are delivered with quality. As the project approaches completion, you will develop job aids and related training materials that will be delivered in the approved training approach to help customers unlock user adoption from their successful implementation.
This position is fully remote, candidates for this role must be located in Canada. Position Responsibilities:- Identify and document process definition, improvement, and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders
- Provide guidance to the client and to ServiceNow technical resources in the implementation of the documented requirements
- Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their business processes
- Complete, develop and improve required documentation such as process flow diagrams, workshop agendas, presentations, and back log grooming
- Identify areas of business process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks
- Juggle multiple projects and initiatives across concurrent projects
- Promote continuous process improvement practices
- Manage and communicate business processes and business requirements ensuring that the proposed solutions meet the customer's expectations
- Support functional testing activities, including UAT efforts
Requirements- Completion of ServiceNow Fundamentals strongly preferred; CSA certification is a plus
- Foundational understanding of the ServiceNow platform and project implementation lifecycle
- Ability to document processes and identify gaps
- Understanding of Agile delivery concepts (stories, acceptance criteria, backlog refinement)
- Ability to host workshops/meetings with stakeholders to gather requirements and create user stories and backlog, and document and support the testing and training plans
- Strong written and verbal communication skills, especially in documenting findings and communicating requirement
- Collaborative mindset and willingness to learn from a cross-functional team
- Curiosity, active listening, and the ability to ask "why" to deepen understanding
- Organized, detail oriented, and comfortable working in a fast-paced project environment
- Ability to work under pressure and multiple tasks to meet the tight project timeline and prioritize project activities accordingly
- Recognize and communicate the value of driving organizational change through adoption
- Project management knowledge to work with large & complex project teams
- Two or more years in a Business Process role or similar process related role
- Agile Certification or experience on Agile-facilitated projects preferred
- Organizational Change Management certification or practical experience is preferred
- Advanced MS Office skills (Word, Excel, Visio, and PowerPoint)
Benefits- The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages so you are free to use the afternoon for what you need. Email cleanup, a trip to the zoo with the kids, it's up to you!
- Flexible remote work options
- Additional PTO day for mental health
- Competitive paid time off
- Half-day Fridays
- Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits.
- Paid maternity and paternity leave for biological birth and adoption
- Newborn, adoption and fertility assistance
- Competitive training & development programs
- Extended Healthcare Plan
- Group RRSP with employer match
- 10 days toward bereavement leave
- Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees' choice.
Work Environment:- While performing the duties of this position, the employee will work remotely with the possibility of up to 30% travel
Compensation Range:The anticipated compensation range for this position is $80,000 - $100,000 CAD annually. Many factors are taken into consideration when determining the compensation rate for a potential new employee including years of experience, training and education, geographic location, and other factors.
