• Develop and implement effective training strategies and programs to support organizational change initiatives, including ServiceNow implementation, configuration, and administration. • Create training programs using the ADDIE instructional model. • Responsible for stakeholder interviews, material development, document management, training onsite and online, and collecting and reporting training statistics such as participant attendance and training feedback. • Conduct stakeholder interviews and needs analysis for training program • Responsible for material creation and document management • Conduct live and recorded digital training sessions • Manage the training program and report attendance statistics • Apply adult learning principles and the ADDIE model in developing the program • Facilitate internal new hire onboarding training, as well as government customer training

• Lead architecture and solution design for complex ServiceNow HRSD implementations with a strong emphasis on Workday-to-ServiceNow integration • Serve as a trusted advisor to enterprise clients undergoing HR transformation, helping define scalable, secure, and user-centered solution strategies • Translate business requirements into end-to-end architecture, process design, integration patterns, and technical roadmaps • Partner with client stakeholders, delivery leaders, and technical teams to align platform capabilities with business objectives • Provide consultative leadership in workshops, discovery sessions, design reviews, and executive conversations • Architect integrations between Workday and ServiceNow HRSD, including employee lifecycle events, case management, data synchronization, and related HR workflows • Define and evaluate integration approaches using APIs, middleware, orchestration tools, and enterprise integration frameworks • Ensure designs support data integrity, security, scalability, maintainability, and performance across systems • Collaborate with integration developers and technical architects to validate solution feasibility and delivery quality • Troubleshoot and guide resolution of complex integration and platform challenges • Lead solution design across the full project lifecycle, from early strategy and estimation through implementation, testing, go-live, and optimization • Produce high-quality architecture deliverables including solution designs, integration specifications, data flow documentation, and technical recommendations • Support project teams in identifying risks, dependencies, constraints, and mitigation plans • Review configuration and custom development to ensure alignment with architectural standards and best practices • Mentor consultants, developers, and client teams on HRSD architecture and integration design principles • Bring a strong understanding of large-scale enterprise environments and the realities of cross-functional transformation programs • Help clients modernize HR service delivery through better experiences, cleaner integrations, and more efficient operating models • Contribute to NewRocket’s growth by supporting pre-sales conversations, solution shaping, and strategic account expansion where needed.

Role Description The ServiceNow Practice Architect contributes to the growth, effectiveness, and profitability of the organization by providing senior technical leadership for a technical practice area. The Practice Architect is billable to a project and must have experience in a utilization capacity and adept in a wide range of technologies, services and consulting approaches used within their specific domain. As a second level Practice Architect, a PA II is expected to have the experience and background to perform all the duties described below for engagements that are focused on consulting/delivery management within the defined subject matter area, including: - Resource management - Deliverables development - Project planning and executions - Adherence to contract attributes and costing - Customer interaction - Other key aspects of solution based managed services This role supports consulting revenues ranging between $5M and $10M annually. Qualifications - ServiceNow Certified System Administrator required - ServiceNow Certified Implementation Specialist required - Certified Master Architect or Certified Technical Architect preferred - ITIL foundations certification preferred - BA or BS degree in a related field, MS preferred - Minimum 10 years ServiceNow configuration and development experience - Practical, hands-on experience with various versions of the ServiceNow platform is a must - Strong Implementation experience on all core modules of the IT Service management product - Experience with several of the following ServiceNow products: ITSM, ITOM, Virtual Agent, Integration Hub, AppEngine, SAMPro, HAMPro, FSM, CSM, HRSD, SPM and IRM - Experience with NOW Assist AI development and configuration - Experience configuring tables, forms, views, workflows, notifications to deploy and automate IT and business services delivered - CMDB experience with multiple sources of data including ServiceNow Discovery, Integrations with other tools, and data imports - Service Mapping experience is also a plus - ServiceNow Integration experience with multiple of the following: Email, JDBC, JSON, LDAP, SOAP, REST, SCCM, SCOM, SMS, SSO - SAML 1.1, SSO - SAML 2.0, OpenID, Digest Authentication, ODBC, Data Export, CTI - Practical knowledge of web based development languages; specifically JavaScript, Ajax, HTML, CSS and ServiceNow APIs, Web Services - Proposal and/or Statement of Work development experience - Minimum 5 years’ experience building, integrating and delivering enterprise-wide solutions - Proven ITSM product/solution development management experience - Work experience in professional services and consulting Requirements - Understand customer requirements, translate them into actionable tasks, and provide oversight, guidance, and mentoring to admin teams - Ensure ServiceNow engagements are delivered with the highest quality, on time, and on budget - Work with team leads on resource planning to staff approved projects with resources from the team - Provide input to technical resources sourcing strategies - Build resource plans that ensure development teams are staffed with skill sets required to deliver new services - Interview and hire qualified administrators and developers, striving to improve bench strength and augmenting project teams with contract staff when required - Work with other members of the management team to understand project and business priorities and schedule work with development staff based on those priorities - Effectively lead teams providing appropriate direction and developmental feedback - Provide appropriate cost and resource estimates for all applicable phases of planned projects - Provide input to practice methodologies, standards and leading practices - Drive the practice methodologies, standards and leading practices downwards through the organization - Monitor and manage adherence to methodologies and standards to ensure activities are occurring as planned - Provide sales support in solution phases of sales engagement life cycle - Provides project level of effort and cost estimation Benefits - Medical, Dental, and Vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life and AD&D for employee and dependents) - Short and Long-Term Disability - Health Spending Account (HSA) - Transportation Benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)

Role Description The ServiceNow Business Analyst role is within the Solutions & Advisory team and is responsible for leading discovery sessions, requirements definition, and solution delivery across both IT Service Management (ITSM) and custom workflows on the ServiceNow platform. This role focuses on Incident, Problem, Change, and CMDB, while also supporting the design and delivery of custom workflows using App Engine. The Business Analyst will work closely with clients, developers, and project managers to translate business needs into actionable requirements, ensuring solutions are aligned to business goals and delivered efficiently. - Lead discovery sessions and stakeholder workshops to gather, analyze, and document business requirements across ITSM (Incident, Problem, Change, CMDB) and custom workflow solutions. - Partner closely with clients to understand current state processes, define future state, and identify opportunities for process improvement and automation. - Translate requirements into clear, concise user stories with well-defined acceptance criteria. - Collaborate with developers, architects, and project managers to ensure requirements are understood, prioritized, and delivered effectively. - Act as the primary liaison between client stakeholders and internal delivery teams, ensuring alignment throughout the project lifecycle. - Create process flows, functional documentation, and wireframes to support solution design. - Develop and execute test scripts and test cases for Incident, Problem, Change, CMDB, and custom workflows. - Support and coordinate User Acceptance Testing (UAT), including defect tracking, triage, and resolution. - Manage and refine the product backlog, ensuring priorities align with business value and project goals. - Ensure solutions follow ServiceNow best practices, ITIL guidelines, and governance standards. - Support continuous improvement efforts across both ITSM processes and custom-built applications. Qualifications - 3–5+ years of experience as a Business Analyst on the ServiceNow platform. - Demonstrated experience with ITSM modules: Incident, Problem, Change, and CMDB. - Proven ability to lead discovery sessions, requirements gathering, and process mapping workshops. - Experience writing user stories, acceptance criteria, and detailed functional documentation. - Experience creating and executing test scripts, test cases, and supporting UAT. - Strong understanding of ITIL-based service management processes. - Experience working with App Engine / App Engine Studio, Flow Designer, UI Builder, and Workspaces. - Ability to work cross-functionally with clients, developers, and project managers in Agile environments. - Excellent communication and interpersonal skills, with the ability to interact with stakeholders at all levels of the organization. - Strong analytical and problem-solving abilities with a focus on process optimization and workflow automation. - Ability to manage multiple tasks across multiple projects and priorities in a fast-paced environment. Requirements - Experience implementing or enhancing ServiceNow ITSM modules in enterprise environments. - Experience supporting or delivering custom workflows/applications using App Engine. - ServiceNow Certified System Administrator (CSA) or Certified Application Specialist. - Strong understanding of CMDB governance and data management best practices. - Experience working in Agile/Scrum delivery models. - Experience in legal or professional services environments. Benefits - Salary Range: $100,000- $140,000 CAD annually, commensurate with experience, skills and location. - Location: Fully remote – open to candidates based in Ontario/Alberta, Canada. Company Description Opensity is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination. Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.