Senior Technical Consultant leading design discussions for enterprise - scale ServiceNow implementations. Focusing on ITSM HRSD, SPM, ITOM to enhance operational efficiency and drive business success.
About the role
- Product Manager developing and managing ServiceNow solutions for Peel Region. Collaborating with IT and stakeholders to optimize technology usage and drive digital transformation.
Responsibilities
- Design, develop, and implement ServiceNow solutions while driving platform adoption, governance, and continuous improvement.
- Work collaboratively with IT and departmental partners to deliver effective technology solutions that strengthen services across the Region and advance digital transformation.
- Stay current on the platform’s lifecycle, capabilities, and roadmap to ensure its full value is realized.
- Provide strategic insight into how ServiceNow and other enterprise platforms inform the Region’s Digital Strategy and align product vision with organizational objectives.
- Proactively articulate business value and anticipate partner needs to shape solutions that go beyond immediate requirements.
- Collaborate with business stakeholders to identify new capabilities, refine processes, and prioritize platform initiatives.
- Oversee platform operations—including administration, incident management, upgrades, performance, and security—while driving continuous improvement through automation, analytics, and process optimization.
- Provide strategic consultation and expert knowledge of ServiceNow’s product lifecycle and roadmap to guide planning, resource coordination, and deployment.
- Build strong relationships and collaborate with vendors, Change Management Specialists, and other stakeholders to align platform roadmap with regional initiatives.
- Ensure the Region’s needs are effectively translated into ServiceNow functionality and proactively deployed across digital initiatives.
- Conduct research on industry best practices to ensure the Region is maximizing its investment in ServiceNow.
- Champion ServiceNow adoption across the organization, supporting colleagues through communication, training, and change enablement.
- Conduct in-depth analysis, research, documentation review, and develop reports/recommendations to optimize platform usage.
- Assist IT Operations in selecting and advocating for the right technology solutions to improve internal partner experiences.
- Anticipate business needs and provide strategic recommendations on how ServiceNow can support evolving requirements.
- Build collaborative partnerships with internal groups to understand desired functionality and ensure platform alignment.
- Develop and manage strong relationships with vendors to ensure accountability, timely deliverables, and alignment with the Region’s needs.
Requirements
- Relevant post-secondary education in Computer Science and/or Business, or equivalent 8 years of related and progressive experience, planning, implementing and managing ServiceNow projects.
- Experience managing products at all stages of the product lifecycle.
- Strong understanding of the ServiceNow platform, including integrations and API capabilities.
- Advanced ServiceNow expertise, including application, software, and product experience, gained through:
- Strong technical background with the ServiceNow platform.
- Deep understanding of ServiceNow modules, platform capabilities, integrations, and best‑practice design principles.
- ServiceNow certifications such as CSA, CIS‑ITSM, CIS‑HRSD, or other relevant credentials.
- Demonstrated project and product management capability
- Strong analytical, problem‑solving, and decision‑making skills
- Excellent communication, consulting, and stakeholder engagement skills
- Effective time management and customer service orientation
- Strong facilitation, influencing, and relationship‑building capabilities
- Solid understanding of municipal/regional government operations.
Benefits
- Comprehensive Health, Dental, and Vision plan (yes, even psychological health coverage) — starting on your very first day!
- OMERS Pension Plan: Automatic enrolment to help secure your future with peace of mind.
- Start with 3 weeks of vacation per year— because work-life balance is important!
- Enjoy 3 paid personal days and floating holidays to recharge whenever you need.
- Flexible hours to fit your lifestyle and prioritize your health and well-being.
- Annual performance reviews with merit increases — your hard work is recognized and rewarded!
- Work in an environment where leadership truly cares, and inclusivity is celebrated.
- Access to tuition reimbursement and tons of development resources to keep you growing — whether in your career or on a personal level.
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