Apply for ServiceNow Implementer

On behalf of our public sector client, Affinity is looking for a ServiceNow Implementer to configure and deploy ServiceNow modules to meet business requirements.

Responsibilities:

• Lead and execute full lifecycle implementations of ServiceNow, with a focus on CSM but not limited to it.

• Collaborate with business stakeholders to gather, analyze, and translate business requirements into technical solutions.

• Design and implement CSM-specific components including:

o Case Types, SLAs, Entitlements

o Contact/Account Hierarchies

o Advanced Work Assignment (AWA): routing, queues, capacity models

o Agent Workspace: Playbooks, UI Policies, UI Actions

o OpenFrame, CTI Integrations, ServiceNow Voice

• Configure workflows, business rules, client scripts, and flow designer logic.

• Participate in and/or lead customer workshops and design sessions.

• Develop implementation plans, test scripts, and training documentation.

• Provide ongoing support and enhancements post-deployment.

• Ensure adherence to ServiceNow best practices, security standards, and ITIL processes.

• Assist with CMDB integration and data modeling as applicable.

• Collaborate with QA teams on UAT planning and defect resolution.

• Mentor junior implementers and support knowledge transfer to internal teams.

Qualifications:

• 3–5+ years of experience on the ServiceNow platform

• 2+ years of hands-on CSM experience

• Solid understanding of:

o ITSM and ITIL frameworks

o ServiceNow architecture and common platform capabilities

• Proficiency in:

o Flow Designer, Script Includes, Business Rules

o IntegrationHub, REST/SOAP APIs

o Data Import Sets, Transform Maps

• Comfortable with minor to moderate scripting

• Demonstrated ability to lead discovery and design sessions

• Familiar with Agile and Waterfall delivery models

• Experience in public sector or high-volume contact center environments is a plus

Ideal Candidate Traits

• Strategic thinker with strong business and technical acumen

• Able to translate complex problems into clear technical solutions

• Thrives in fast-paced, co-creative, Proof-of-Concept-driven environments

• Excellent communication, facilitation, and stakeholder management skills

• Self-starter who takes ownership and follows through

Affinity Earn:

Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/

About Affinity: 

Affinity Group is a technology and business consulting and services company. We believe in creating long term relationships between clients and consultants that foster a mutually beneficial partnership. Affinity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.

For more information on Affinity, please visit www.affinity-group.ca

Job Number: 12049

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