Crossfuze

• Identify and document process definition, improvement, and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders • Provide guidance to the client and to ServiceNow technical resources in the implementation of the documented requirements • Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their business processes • Complete, develop and improve required documentation such as process flow diagrams, workshop agendas, presentations, and back log grooming • Identify areas of business process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks • Juggle multiple projects and initiatives across concurrent projects • Promote continuous process improvement practices • Manage and communicate business processes and business requirements ensuring that the proposed solutions meet the customer's expectations • Support functional testing activities, including UAT efforts

• Our Senior ServiceNow Technical Consultant provides guidance to our customers related to the processes they are attempting to model as well as automate in ServiceNow and develop solutions for the customer’s ServiceNow environment. • Provide hands-on development assistance, including form configuration, workflow administration, reporting, data imports, custom scripting, and third-party software integrations • Coordinate with the Crossfuze Engagement Manager and Customer stakeholders to understand business requirements and rationale behind changes to existing functionality as well as new functionality to be deployed • Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them • Answer technical and application configuration questions • Configure and customize new applications and modules within the ServiceNow platform • Implement new functionality for customers while following ServiceNow best practices • Assist in troubleshooting ServiceNow upgrades, patching, and release management • Provide analysis of problems and possible solutions • Produce detailed documentation on all work completed • Lead technical implementation teams including code review for less experienced consultants • Develop and configure required integration components such as SSO, LDAP, and APIs • Develop and enhance ServiceNow portal components to improve user experience • Wherever possible, enable the customer’s ServiceNow administrator(s) to be self-sufficient • Conduct technical training and knowledge transfer sessions • Research systems and/or programs to determine causes of failure or poor operational performance; then define, test, and implement detailed solutions • Maintain 80% billable utilization target • Other duties as assigned and requested

Role Description Our Senior ServiceNow Technical Consultant provides guidance to our customers related to the processes they are attempting to model as well as automate in ServiceNow and develop solutions for the customer’s ServiceNow environment. This position is fully remote, candidates for this role must be located in Canada. - Provide hands-on development assistance, including form configuration, workflow administration, reporting, data imports, custom scripting, and third-party software integrations - Coordinate with the Crossfuze Engagement Manager and Customer stakeholders to understand business requirements and rationale behind changes to existing functionality as well as new functionality to be deployed - Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them - Answer technical and application configuration questions - Configure and customize new applications and modules within the ServiceNow platform - Implement new functionality for customers while following ServiceNow best practices - Assist in troubleshooting ServiceNow upgrades, patching, and release management - Provide analysis of problems and possible solutions - Produce detailed documentation on all work completed - Lead technical implementation teams including code review for less experienced consultants - Develop and configure required integration components such as SSO, LDAP, and APIs - Develop and enhance ServiceNow portal components to improve user experience - Wherever possible, enable the customer’s ServiceNow administrator(s) to be self-sufficient - Conduct technical training and knowledge transfer sessions - Research systems and/or programs to determine causes of failure or poor operational performance; then define, test, and implement detailed solutions - Maintain 80% billable utilization target - Other duties as assigned and requested Qualifications - 4+ years of experience implementing, configuring, and customizing ServiceNow - 3+ years of experience with common web technologies and networking (e.g., XML, HTML, JavaScript, AJAX, CSS, HTTP, TCP/IP) - Strong understanding of ITIL methodologies and IT Service Management (ITSM) processes (Incident, Problem, Change, Release, SLM, Service Catalog) - Experience with Single Sign-On (SSO) using authentication methods such as token-based authentication, SAML 1.1, and SAML 2.0 - Familiarity with integrations using REST/SOAP web services - Ability to work remotely and collaborate with distributed teams - Ability to understand and implement complex end-user requirements - Strong organizational skills and ability to manage multiple projects Requirements - Required: ServiceNow Certified System Administrator (CSA) - Required: ServiceNow Implementation Specialist certification in two or more application areas Benefits - The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages so you are free to use the afternoon for what you need. - Flexible remote work options - Additional PTO day for mental health - Competitive paid time off - Half-day Fridays - Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits. - Paid maternity and paternity leave for biological birth and adoption - Newborn, adoption and fertility assistance - Competitive training & development programs - Extended Healthcare Plan - Group RRSP with employer match - 10 days toward bereavement leave - Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice. Compensation Range The anticipated compensation range for this position is $120,000-140,000 CAD annually. Many factors are taken into consideration when determining the compensation rate for a potential new employee including years of experience, training and education, geographic location, and other factors. Equal Employment Opportunity Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.

Role Description Crossfuze is looking for a talented and experienced Associate Business Process Consultant with strong client stakeholder engagement, requirements gathering, testing and training skills with the ServiceNow platform. The role will work closely with our clients and project teams to achieve this outcome within our standard project delivery methodologies. As the solution design facilitator, you are responsible for leading and supporting workshops or requirements meetings with clients and other related support teams to gather requirements, act as liaison between customer and technical teams during product development, develop and facilitate the testing plans and strategy. You will follow up with any production issues reported, troubleshoot if able, capture any future enhancements, and ensure products are delivered with quality. As the project approaches completion, you will develop job aids and related training materials that will be delivered in the approved training approach to help customers unlock user adoption from their successful implementation. This position is fully remote, candidates for this role must be located in Canada. Qualifications - Completion of ServiceNow Fundamentals strongly preferred; CSA certification is a plus - Foundational understanding of the ServiceNow platform and project implementation lifecycle - Two or more years in a Business Process role or similar process related role - Agile Certification or experience on Agile-facilitated projects preferred - Organizational Change Management certification or practical experience is preferred - Advanced MS Office skills (Word, Excel, Visio, and PowerPoint) Requirements - Identify and document process definition, improvement, and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders - Provide guidance to the client and to ServiceNow technical resources in the implementation of the documented requirements - Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their business processes - Complete, develop and improve required documentation such as process flow diagrams, workshop agendas, presentations, and backlog grooming - Identify areas of business process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks - Juggle multiple projects and initiatives across concurrent projects - Promote continuous process improvement practices - Manage and communicate business processes and business requirements ensuring that the proposed solutions meet the customer's expectations - Support functional testing activities, including UAT efforts - Ability to document processes and identify gaps - Understanding of Agile delivery concepts (stories, acceptance criteria, backlog refinement) - Ability to host workshops/meetings with stakeholders to gather requirements and create user stories and backlog, and document and support the testing and training plans - Strong written and verbal communication skills, especially in documenting findings and communicating requirements - Collaborative mindset and willingness to learn from a cross‑functional team - Curiosity, active listening, and the ability to ask “why” to deepen understanding - Organized, detail oriented, and comfortable working in a fast-paced project environment - Ability to work under pressure and manage multiple tasks to meet tight project timelines and prioritize project activities accordingly - Recognize and communicate the value of driving organizational change through adoption - Project management knowledge to work with large & complex project teams Benefits - The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages so you are free to use the afternoon for what you need. - Flexible remote work options - Additional PTO day for mental health - Competitive paid time off - Half-day Fridays - Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals while also offering family-friendly benefits. - Paid maternity and paternity leave for biological birth and adoption - Newborn, adoption and fertility assistance - Competitive training & development programs - Extended Healthcare Plan - Group RRSP with employer match - 10 days toward bereavement leave - Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice. Work Environment While performing the duties of this position, the employee will work remotely with the possibility of up to 30% travel. Compensation Range The anticipated compensation range for this position is $80,000 - $100,000 CAD annually. Many factors are taken into consideration when determining the compensation rate for a potential new employee including years of experience, training and education, geographic location, and other factors. Equal Employment Opportunity Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.

• Provide daily support of ServiceNow including incident management, change management, and service catalog tasks • Create and maintain user roles and user access in ServiceNow • Comply with OLA’s, systems development standards, procedures, guidelines, priorities, and schedules • Develop and manage the preparation of systems and/or program specifications, test criteria and project control for new functionality, enhancements or defect resolution for ServiceNow • Develop and coordinate the installation of upgrades and/or service packs, testing of such upgrades, and general maintenance of ServiceNow • Collaborate with service managers to determine ServiceNow customer objectives • Research systems and/or programs to determine causes of failure or poor operational performance • Follow documentation to implement integrations and other solutions • Assist with other innovative technology projects within the Applications team • Coordinate and implement requirements using ServiceNow low-code or no-code functionality • Other duties as assigned

• Support engagement efforts for process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders in a 75% billable capacity • Advise customers in their efforts to take advantage of the ServiceNow to improve their business processes • Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution • Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them • Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement • Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development • Provide technical expertise in how to best support ServiceNow best practices focused on configuration vs. customization • Be an expert in ServiceNow platform capabilities, and be able to guide project team in scripting, workflows, and integrations best practices • Prepare customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution • Juggle multiple and complex projects/initiatives • Promote continuous improvement practices for delivery/engagement materials • Support specific sales activities when required • Provide training and mentoring to other members of the Crossfuze Delivery team upon request • Maintain 75% billable utilization target

Role Description Our Principal Technical Consultant (Architect) provides guidance to our customers related to the processes they are attempting to model as well as automate in ServiceNow and develops solutions for the customer’s ServiceNow environment. This position is fully remote, candidates for this role must be located in Canada. - Support engagement efforts for process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders in a 75% billable capacity. - Advise customers in their efforts to take advantage of the ServiceNow to improve their business processes. - Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution. - Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them. - Guide and provide ad-hoc oversight/training for the customer’s future system administrators throughout the engagement. - Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development. - Provide technical expertise in how to best support ServiceNow best practices focused on configuration vs. customization. - Be an expert in ServiceNow platform capabilities, and guide project team in scripting, workflows, and integrations best practices. - Prepare customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution. - Juggle multiple and complex projects/initiatives. - Promote continuous improvement practices for delivery/engagement materials. - Support specific sales activities when required. - Provide training and mentoring to other members of the Crossfuze Delivery team upon request. - Maintain 75% billable utilization target. Qualifications - 5+ years of experience implementing, configuring, and customizing ServiceNow. - 4+ years of experience with common web technologies and networking (e.g. XML, HTML, AJAX, CSS, HTTP, TCP/IP, etc.). - Ability to work remotely and with remote resources as needed. - Ability to understand and implement complex end-user requirements. - Ability to effectively organize work across multiple projects. - Strong understanding of ITIL methodologies, IT architecture, JavaScript and web software design principles. - Working knowledge of relational databases. - Ability to prioritize, manage, and refine the project backlog, ensuring that stories are well-defined and ready for development. - Excellent communication and interpersonal skills, with the ability to interact effectively with clients and team members. - A deep understanding of at least 4 product lines’ principles and best practices and the ability to deliver high-quality solutions that meet customer needs and industry standards. Requirements - Required: ServiceNow Certified System Administrator (CSA). - Required: ServiceNow Application Developer (CAD). - Required: ServiceNow Implementation Specialist certification in four or more application areas. Benefits - The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages so you are free to use the afternoon for what you need. - Flexible remote work options. - Additional PTO day for mental health. - Competitive paid time off. - Half-day Fridays. - Paid maternity and paternity leave for biological birth and adoption. - Newborn, adoption and fertility assistance. - Competitive training & development programs. - Extended Healthcare Plan. - Group RRSP with employer match. - 10 days toward bereavement leave. - Premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice.

Our Principal Technical Consultant (Architect) provides guidance to our customers related to the processes they are attempting to model as well as automate in ServiceNow and develops solutions for the customer’s ServiceNow environment. This position is fully remote, candidates for this role must be located in Canada. Position Responsibilities: - Support engagement efforts for process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders in a 75% billable capacity   - Advise customers in their efforts to take advantage of the ServiceNow to improve their business processes  - Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution  - Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them  - Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement  - Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development  - Provide technical expertise in how to best support ServiceNow best practices focused on configuration vs. customization - Be an expert in ServiceNow platform capabilities, and be able to guide project team in scripting, workflows, and integrations best practices - Prepare customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution  - Juggle multiple and complex projects/initiatives  - Promote continuous improvement practices for delivery/engagement materials  - Support specific sales activities when required  - Provide training and mentoring to other members of the Crossfuze Delivery team upon request  - Maintain 75% billable utilization target

Our Principal Technical Consultant (Architect) provides guidance to our customers related to the processes they are attempting to model as well as automate in ServiceNow and develops solutions for the customer’s ServiceNow environment. This position is fully remote, candidates for this role must be located in Canada. Position Responsibilities: - Support engagement efforts for process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders in a 75% billable capacity   - Advise customers in their efforts to take advantage of the ServiceNow to improve their business processes  - Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution  - Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them  - Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement  - Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development  - Provide technical expertise in how to best support ServiceNow best practices focused on configuration vs. customization - Be an expert in ServiceNow platform capabilities, and be able to guide project team in scripting, workflows, and integrations best practices - Prepare customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution  - Juggle multiple and complex projects/initiatives  - Promote continuous improvement practices for delivery/engagement materials  - Support specific sales activities when required  - Provide training and mentoring to other members of the Crossfuze Delivery team upon request  - Maintain 75% billable utilization target

• ServiceNow subject matter expert to provide business and solutions consultancy to our customers and prospects • Perform pre-sales support calls by attending customer meetings with Crossfuze Account Executives that may include a formal presentation or product demo • Demonstrate functionality of ITSM and 4 other platform application to prospects/customers • Responsible for addressing customer business issues and translating to value through ServiceNow solutions • Continually identify product improvements and stay on top of ServiceNow industry trends, market shifts and the competitive landscape • For a given engagement, gather requirements and design a technical solution that is designed, sized and scoped for successful project delivery • For a given engagement, provide cost estimates with regard to time and resources • Act as a strong partner to key people within Crossfuze, ServiceNow, and all prospects/customers, providing a high level of professionalism during all team interaction • Work closely with the sales team to determine that our services are positioned properly on all designated accounts • Ensure a smooth transition from sales to the delivery team as projects kick off • Have and maintain a strong understanding and working knowledge of all ServiceNow core platform features that underpin the modules / apps / suites, such as Flow Designer, Reporting, Now Assist, Workspaces, etc. Also be able to leverage these core features to configure and deliver tailored demonstrations to prospects and customers in special circumstances • Work in any of but not limited to the following areas: IT Service Management (ITSM), Customer Service Management (CSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Security Operations (SecOps), Integrated Risk Management (IRM), Human Resources Service Delivery (HRSD), etc. • Assist with Solution Consulting Team logistical tasks such as maintaining demo instances or team collateral • Provide mentoring and/or training to junior team members as needed • Help sales team successfully close business and recommend realistic solutions that enable our delivery team to be successful so they can attain high customer satisfaction scores post-implementation