Job Description

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Responsibilities

• Lead and facilitate discovery workshops to understand client business processes, requirements, and desired outcomes across ServiceNow modules.
• Translate business objectives into a clear project vision and actionable roadmap aligned with ServiceNow best practices.
• Own and manage the product backlog, working closely with clients to define requirements, prioritize features, and identify dependencies that inform development sequencing.
• Balance and negotiate competing priorities across multiple stakeholders and workstreams to ensure alignment and timely delivery.
• Oversee development activities by planning sprints, refining user stories, reviewing deliverables, and ensuring quality throughout the implementation lifecycle.
• Develop a deep understanding of client business operations and proactively anticipate needs to guide solution design.
• Serve as the primary liaison between business stakeholders and technical teams, driving consensus and ensuring clear, actionable requirements for developers.

Required Qualifications

• 5–7 years of ServiceNow experience, including ServiceNow Administrator certification.
• Experience as a Business Analyst or Systems Analyst supporting ServiceNow implementations and ongoing platform administration.
• 3–5 years of client-facing and people management experience in a consulting or professional services environment.
• 3+ years of experience working within Agile frameworks such as Scrum or SAFe.
• Strong background in business or systems analysis within both business and IT environments.
• Significant experience supporting or implementing enterprise ITIL/ITSM processes on the ServiceNow platform.
• Demonstrated ability to define business problems, develop solution strategies, and identify opportunities for process improvement.
• Proven experience with requirements gathering, process modeling/mapping, and Agile development methodologies.
• Solid understanding of ITIL/ITSM principles and their application within ServiceNow.

Preferred Qualifications

• ITIL Foundation Certification.
• Familiarity with project management and business analysis methodologies and tools.
• Knowledge of complementary IT service management and delivery frameworks such as LeanIT, COBIT, DevOps, and Cloud Computing.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmcanada.com/careers/life-at-rsm/rewards-and-benefits.html

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Canadian uniformed service; Canadian Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at careers@rsmus.com

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Compensation Range: $93,000 - $157,500

Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.