Senior ServiceNow Functional Consultants / Certified Implementation Specialists - SAM, Victoria, British Columbia
# of Positions: 2

Project Name: Service Management Transformation Program
Project Overview: The Service Management Transformation Programs is focused on transforming IT service operations to ensure a superior customer experience and to contribute to the success of government programs.

Estimated Work Start Date: 16-Sep-2024
Estimated Work End Date: 31-Mar-2025
Standard Hours Per Day: 8.00
Estimated Work Days: 139.00

Business Consultants at Experience Level 3 are Consultants that can demonstrate in their submitted examples that they have the ability to:

1. Identify, define, model and document business needs, including the ability to:
a) model and document technical solutions,
b) develop and present business cases including feasibility studies, risk assessments and cost benefit analysis of solution alternatives,
c) define and document product and funding for development and ongoing support,
d) develop presentations, reports and submissions required by clients to secure approval and funding from Executive or Treasury Board, and
e) develop work plans;

2. Interact professionally and productively with a wide variety of people in diverse roles (e.g. executives, contractors, technical experts, naïve users) to develop and implement:
a) automated business processes,
b) service agreements with service consumers and suppliers,
c) appropriate service management processes,
d) training/educational materials, and
e) application maintenance support; and

3. Manage the quality of the delivered business solution to ensure it meets the quality expectations:
a) ensure structure, design and development of the deliverables is in compliance with applicable standards,
b) monitor/control project progress, resource usage and cost, and
c) ensure performance of technical reviews and audits and obtain required approvals before implementation.

The Province is implementing various modules of ServiceNow, with several already in production which include:
• Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Order Management (Service Request, Request for Fulfillment, Service Catalogue)
• Service Asset and Configuration Management and Configuration Management Database (SACM/CMDB)
• Hardware Asset Management (HAM)
• Software Asset Management (SAM)
• Field Services (FSM)
• Continuous Improvement (CIM)
• Strategic Portfolio Management (SPM)

The Province is seeking an experienced ServiceNow Functional Architect who will support the architectural needs of the program.

The ServiceNow Lead Developer/Architect is required to have the following skills and experience:

The Proposal should demonstrate the proposed Resource has experience, within the past 10 years (as of the Closing Date of this RFP) with:

• Experience & Skills:
  • Minimum of 5+ years experience in Software Asset Management (SAM):
  • Deep expertise in managing software assets throughout their lifecycle, including procurement, deployment, tracking, and disposal.
  • Proven experience in implementing and optimizing SAM processes within the ServiceNow platform.
• ServiceNow Expertise:
  • Extensive experience with ServiceNow SAM module, including reconciliation and remediation.
  • Strong understanding of ServiceNow ITSM, ITAM, and CMDB modules, and how they integrate with SAM.
  • Experience in configuring and customizing ServiceNow workflows, forms, and integrations to support SAM processes.
• SAM Best Practices:
  • In-depth knowledge of industry best practices for software asset management, including entitlements and allocations management, compliance, and financial tracking.
  • Ability to design and implement effective asset tracking systems that ensure data accuracy and asset visibility.
• Process Optimization:
  • Proven track record of optimizing SAM processes to improve efficiency, reduce costs, and ensure compliance.
  • Experience in aligning SAM processes with broader IT and business strategies.
• Client-Facing Skills:
  • Excellent ability to engage with stakeholders at all levels, from technical teams to executive leadership.
  • Strong communication skills, capable of explaining SAM processes and benefits to non-technical audiences.
• Problem-Solving and Analytical Skills:
  • Highly skilled in analyzing hardware asset data to identify trends, risks, and opportunities for improvement.
  • Proficient in troubleshooting and resolving issues related to hardware asset management within ServiceNow.
• Project Management:
  • Experience in leading SAM projects, including planning, execution, and monitoring of project milestones.
  • Ability to manage multiple projects simultaneously, ensuring timely delivery and alignment with organizational goals.
• ITIL and IT Service Management Frameworks:
  • Familiarity with ITIL and other relevant IT service management frameworks, with the ability to apply these principles to SAM.
• Data Management:
  • Experience in data modeling, database management, and ensuring data integrity within ServiceNow's SAM module.
• Certifications:
  • ServiceNow Certified Implementation Specialist - SAM (Hardware Asset Management) preferred.
  • ITIL Foundation Certification or higher is a plus.

The ServiceNow Senior Functional Consultant - SAM is required to have the following skills and experience:

Education:
o Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degree preferred.

Experience & Skills:
o Minimum of 5+ years experience in Software Asset Management (SAM):
o Deep expertise in managing software assets throughout their lifecycle, including procurement, deployment, tracking, and disposal.
o Proven experience in implementing and optimizing SAM processes within the ServiceNow
platform.

ServiceNow Expertise:
o Extensive experience with ServiceNow SAM module, including reconciliation and remediation.
o Strong understanding of ServiceNow ITSM, ITAM, and CMDB modules, and how they integrate with SAM.
o Experience in configuring and customizing ServiceNow workflows, forms, and integrations to support SAM processes.

SAM Best Practices:
o In-depth knowledge of industry best practices for software asset management, including entitlements and allocations management, compliance, and financial tracking.
o Ability to design and implement effective asset tracking systems that ensure data accuracy and asset visibility.

Process Optimization:
o Proven track record of optimizing SAM processes to improve efficiency, reduce costs, and ensure compliance.
o Experience in aligning SAM processes with broader IT and business strategies.

Client-Facing Skills:
o Excellent ability to engage with stakeholders at all levels, from technical teams to executive leadership.
o Strong communication skills, capable of explaining SAM processes and benefits to non-technical audiences.

Problem-Solving and Analytical Skills:
o Highly skilled in analyzing hardware asset data to identify trends, risks, and opportunities for improvement.
o Proficient in troubleshooting and resolving issues related to hardware asset management within ServiceNow.

Project Management:
o Experience in leading HAM projects, including planning, execution, and monitoring of project milestones.
o Ability to manage multiple projects simultaneously, ensuring timely delivery and alignment with organizational goals.
• ITIL and IT Service Management Frameworks:
o Familiarity with ITIL and other relevant IT service management frameworks, with the ability to apply these principles to HAM.

Data Management:
o Experience in data modeling, database management, and ensuring data integrity within ServiceNow's SAM module.

Certifications:
o ServiceNow Certified Implementation Specialist - SAM (Hardware Asset Management) referred.
o ITIL Foundation Certification or higher is a plus.