Senior Consultant, Solution Delivery, Service Now
Req Id: 428746
Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.
We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.
On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.
At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.
Summary
The ServiceNow Analyst plays a key role in the analysis, configuration, optimization, and ongoing support of the ServiceNow platform. The position supports IT Service Management (ITSM) processes and contributes to the continuous improvement of service delivery. Acting as a bridge between business stakeholders, technical teams, and vendors, the analyst ensures that the platform meets operational needs, governance requirements, and agreed service levels.
Key Responsibilities
- Analyze business and operational needs related to IT service management (incidents, requests, problems, changes, assets, CMDB, etc.) and translate them into functional and technical requirements within ServiceNow.
- Configure, customize, and maintain ServiceNow modules in alignment with platform best practices.
- Contribute to the design, implementation, and enhancement of workflows, forms, business rules, notifications, and dashboards.
- Ensure data quality, integrity, and consistency across ServiceNow, particularly for incidents, changes, assets, and the CMDB.
- Collaborate with technical teams to integrate ServiceNow with other systems (e.g., monitoring tools, directories, cloud solutions).
- Develop and maintain reports and key performance indicators (KPIs) such as SLA, SLR, MTTR, volumes, and trends to support operational monitoring and decision-making.
- Provide level 2 and 3 functional support to users and support teams, including troubleshooting and resolving ServiceNow-related issues.
- Participate in testing activities (unit, integration, user acceptance) for enhancements, fixes, and new functionalities.
- Maintain documentation related to processes, configurations, and operational procedures.
- Participate in or facilitate workshops with stakeholders and support user training and change management activities.
Critical Qualifications
- University or college degree in Computer Science, Information Systems, Software Engineering, or a related field.
- Relevant experience as a functional analyst, application analyst, or ServiceNow analyst.
- Solid understanding of ITIL processes (incident, request, problem, change, asset management, CMDB).
- Hands-on experience with the ServiceNow platform, including configuration, service catalogs, reporting, and dashboards.
- Strong analytical skills with the ability to interpret operational data and produce clear, reliable performance indicators.
- Excellent communication skills and the ability to collaborate effectively with multidisciplinary teams.
- Strong organizational skills, attention to detail, autonomy, and a commitment to high-quality deliverables.
Preferred Qualifications
- ServiceNow certifications.
- ITIL certification (Foundation or higher).
- Experience in managed services, government, or large-scale environments.
- Knowledge of integrations (MID Server, APIs, monitoring tools).
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Quebec : Quebec City
Work Arrangement: Hybrid
Application Deadline: 04/19/2026
For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.
At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.
Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
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Created: Canada, QC, Quebec City
Bell, one of Canada's Top 100 Employers.