CDW Careers

Sr. Business Process Consultant - ServiceNowat CDW Careers Canada

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Job ID: 20001061
Updated: Jul 02, 2020
Location: Montreal, QC, Canada

CDW is looking for an experienced ServiceNow Business Process Consultant for ServiceNow’s Customer Service Management module, to join our dynamic team to deliver innovative ServiceNow solutions to our internal and external clients. 

Key Areas of Responsibilities
  • Act as a subject matter expert on ServiceNow platform during the design and implementation project phases
  • Promote ServiceNow best practices and recommend out of the box solutions where appropriate
  • Lead service and process design sessions via workshops
  • Capture business and functional requirements in the form of user stories, use cases, process flowcharts, UML diagrams and other business process modeling techniques.
  • Translate technical and business requirements between business and technical teams
  • Collaborate with the Architecture Review Board on defining technical design and ensure that the standards are followed when documenting technical solution
  • Develop strategic roadmaps
  • Develop and improve client processes
  • Map business service requirements
  • Perform Organizational and business process assessments
  • Lead organizational change
  • Provide sales support and lead sales presentations to prospective customers
  • Contribute to proposals and statements of work (SOWs)
  • Collaborate with the Project Managers on projects estimates and delivery
  • Build strong relationships with projects stakeholders. Anticipate issues, think proactively, and use critical thinking skills
  • Keep up-to-date on ServiceNow functionality and make recommendations on how the new features can be used to enhance business processes
  • Interface with the QA and Development teams to confirm that the developed solutions meet business requirements
  • Assist in analysis and reporting of defects during testing phase
  • Facilitate review and training sessions with functional owners and end-user representatives
  • Provide implementation and post implementation support when required
  • Recommend changes to established methods and suggest alternative solutions to improve quality and increase productivity


  • Strong ServiceNow knowledge and experience in implementing CSM and ITSM ServiceNow solutions
  • Ability to bring clarity to complex business problems and communicate concepts in a meaningful and concise way
  • Ability to understand business needs, map them to functional requirements and capture technical design solution
  • Understanding of different SDLC methodologies like Agile, Waterfall, Iterative
  • Experience in workflow analysis, design and process re-engineering principles
  • Understanding of IT concepts (windows platform, integrations, webservices, reports)
  • Solid problem solving and analytical skills
  • Broad business and management knowledge
  • Ability to work effectively with people at all levels of the organization
  • Client focused approach with outstanding interpersonal skills
  • Excellent written and verbal communication skills
Other Requirements
  • 5+ years of experience with ServiceNow ITSM and CSM modules and the platform, in general.
  • Experience with services built on the ServiceNow platform
Team Culture
We are a unified team of challenge takers, diverse thinkers and problem solvers. Our coworkers aspire every single day to be better than they were yesterday because we know success means never being satisfied. We believe winning requires balance - a combination of assigned work and freethinking, quick wins and quick breaks. When our coworkers enjoy what they do and who they're with, they do their best work. And that means everyone wins.

Our Benefits
CDW offers a variety of benefits, perks and development programs that enable coworkers to perform at their best personally and professionally. We understand the importance of work/life harmony and strive to help our coworkers achieve it. Core benefits include:
  • Health & Wellness
  • Financial Security
  • Learning & Development
  • Work/Life Balance
  • Coworker Perks
  • Community Service
Who We Are
CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom. Our fingerprints can be found on technology in workplaces and workspaces of more than 250,000 companies; from fresh-faced startups to international conglomerates. With the breadth of products and services we offer, combined with the expertise of our specialists, there is no request too big or too small. Our coworkers across the globe are working together to bring technology to life for our customers.

Awards and Recognitions
  • Ranked #191 on the Fortune 500 list
  • Ranked #24 on Computerworld’s 2019 Best Places to work in IT
  • Ranked #10 on Fairygodboss’s list of the 2019 Best Companies for Women
Job Category: Engineering General
Job Type: Full-Time
Travel Percentage: 25%