Service Now Specialist
Duration: 11 months
Location: Ottawa, ON - on site 

Job Description:

The client recently procured licenses for the ServiceNow ITOM Discovery module as one component of its initiative to refresh its existing ITSM solution.  As the manager for the ITSM Program DIMCD will oversee the adoption and implementation of the ITOM Discovery functionality while efforts toward procurement of additional ITSM core functionality continue.

The scope of this requirement is focused on the following high-level implementation priorities:

•       Standardized CMDB governance and data model
•       Automated discovery and reconciliation
•       Stronger service-to-CI relationships
•       Integrated monitoring and reporting tied to executive decision-making

Primary Responsibilities

• Governance and Planning:
  •       Establish and support an ITOM governance framework, including roles, responsibilities, and decision-making structures across DND and SSC.
  •       Develop and maintain a phased implementation roadmap aligned with DND’s operational priorities and compliance requirements.
• Discovery Enablement:
  •       Coordinate the deployment of MID Servers and credential management strategies across DND/CAF IT infrastructure.
  •       Oversee the configuration and execution of automated discovery schedules for servers, network devices, and other critical infrastructure assets.
• CMDB Development and Data Quality:
  •       Support the design and implementation of a standardized CMDB data model aligned with the Common Service Data Model (CSDM).
  •       Facilitate integration of authoritative data sources (e.g., MECM, AD, DRIMIS) and reconciliation processes to improve CMDB completeness and accuracy.
• Stakeholder Engagement and Training:
  •       Lead stakeholder engagement across Service Management Centres (SMCs), SSC, and others to ensure alignment and adoption.
  •       Develop and deliver training materials and sessions using a train-the-trainer model to build internal capacity.
• Reporting and Metrics:
  •       Define and implement ITOM KPIs and dashboards to support executive decision-making and operational visibility.
  •       Provide regular progress reports, risk assessments, and recommendations for continuous improvement.
• Security and Compliance Coordination:
  •       Collaborate with DIM Secure and SSC to ensure all discovery activities meet security authorization requirements.
  •       Support the development of SA&A documentation and MID Server deployment matrices.

Must Have:

•       Must have Enhanced Reliability level clearance
•       Must demonstrate possession of the ServiceNow Certified Technical Architect (CTA) Certification
•       Must demonstrate possession of the ServiceNow Certified Implementation Specialist – Discovery Certification