ServiceNow Administrator, BA Enablement Associate

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.

This role supports the administration, enhancement, reporting, and ongoing optimization of a ServiceNow platform used across customer service, IT service management, incident management, case management, and operational time tracking processes. The ideal candidate will serve as a bridge between business stakeholders and technical teams, helping translate operational needs into clear requirements, platform improvements, reports, dashboards, and testing outcomes.

Key Responsibilities

• Support and help administer a ServiceNow platform used for Customer Service Management (CSM), IT Service Management (ITSM), incident management, case management, and user time entry tracking.

• Document, submit, and manage enhancement requests for new platform functionality, as well as defect records to track, prioritize, and resolve platform issues.

• Participate as a contributor to an internal Citizen Developer team by supporting low-code/no-code improvements, automation opportunities, and platform enhancements, as applicable.

• Apply quality assurance best practices to develop test instructions, support user acceptance testing (UAT), validate production changes, and troubleshoot issues in production environments.

• Create, maintain, and interpret ServiceNow reports and dashboards, including ServiceNow reporting tools and Platform Analytics.

• Build and maintain ServiceNow database views to support operational metrics, reporting requirements, and business performance visibility.

• Use analytical and reporting skills to support operational reporting, dashboard maintenance, quarterly business metrics, and leadership reporting needs.

• Handle sensitive operational data with discretion, including charge hour tracking, service line metrics, employee platform usage, and information that may be associated with performance-related reporting.

• Partner effectively with global team members, including offshore resources, to coordinate work, share knowledge, and support timely delivery across time zones.

Required Qualifications

• Experience supporting, administering, or working within ServiceNow or a similar enterprise workflow platform.

• Working knowledge of ServiceNow processes, data structures, reporting capabilities, and platform configuration concepts.

• Ability to gather requirements, document business needs, and communicate clearly with both technical and non-technical stakeholders.

• Experience creating test instructions, supporting user acceptance testing, validating changes, and troubleshooting production issues.

• Strong analytical skills with the ability to interpret data, identify trends, and translate information into meaningful reporting or operational insights.

• Advanced Microsoft Excel skills and experience working with reporting or business intelligence tools such as SQL reports and PowerBi.

• Strong written and verbal communication skills, with the ability to communicate status, risks, needs, and outcomes clearly.

• Ability to manage multiple priorities, adapt to shifting timelines, and support a variety of operational and project-based deliverables.

• Demonstrated discretion and sound judgment when working with sensitive business, operational, or employee-related data.

Working Style and Success Factors

• Collaborative and service-oriented, with the ability to build effective working relationships across business, technical, and leadership audiences.

• Detail-oriented and quality-focused, with a strong commitment to accurate documentation, thorough testing, and reliable reporting.

• Comfortable working in a dynamic environment where priorities, timelines, and deliverables may shift based on business needs.

• Curious and improvement-minded, with an interest in identifying opportunities to streamline processes, improve reporting, and enhance platform usability.

• Accountable and proactive, with the ability to follow through on open items, communicate blockers, and support continuous improvement across platform operations.

• Previous experience working in or with a professional services firm preferred.

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: $61,500 - $92,900