Itsm Implementation Consultant Saas - Servicenow, Helix, Jira, Fresh Experience Valued

About Process Panda

Process Panda is an award-winning ITSM integrator delivering modern SaaS service management solutions, including HaloITSM and HaloPSA. Our customer outcomes speak for themselves: 99% customer retention and an NPS of 95. We work with mid-market and enterprise organizations across Canada, North America and globally.

The role

We’re looking for an experienced ITSM Implementation Consultant to join our Professional Services team and lead successful HaloITSM implementations for Canadian and North American customers. You’ll run discovery and design workshops, translate business needs into practical solutions, and guide a team of specialists through build, rollout, and adoption.

This is a high-ownership role in a fast-growing company-ideal for someone who enjoys owning and delivering outcomes, not just recommendations.

What you’ll do

• Lead end-to-end HaloITSM implementations: discovery → design → build → test → training → go-live.
• Facilitate customer workshops to gather requirements, align stakeholders, and drive decisions.
• Configure workflows, automation, SLAs, service catalog, reporting, and integrations.
• Partner with Product Specialists to build high-quality solutions and meet delivery timelines.
• Deliver training and enablement so that customers can confidently run and evolve the platform.
• Provide go-live support and contribute to continuous improvement.
• Apply ITSM / ITIL best practices in a pragmatic, customer-friendly way.

What we’re looking for

• 5+ years experience in ITSM implementation / SaaS professional services / solution consulting.
• Hands-on experience with ITSM tools such as ServiceNow, BMC Helix, Jira Service Management, Freshservice, Ivanti, Cherwell (or similar).
• Strong workshop facilitation skills and confidence working with both technical and non-technical stakeholders.
• Ability to translate business problems into clean configuration, automation, and operating processes.
• Strong written and verbal communication; comfortable leading meetings, challenging current state practices and negotiating with stakeholders to create better practice solutions. Articulate and able to present solutions.
• Nice to have: SQL for data analysis, REST APIs/integrations, SSO, reporting, data migration.

Why join Process Panda

• Work with one of the fastest-growing ITSM platforms in the market.
• A customer-focused team that values curiosity, initiative, and learning.
• Accelerated growth opportunities as the company scales in Canada and North America.
• Competitive salary and benefits, including:
• 3 weeks total PTO (2 weeks + the week between Christmas and New Year)
• Employer-sponsored health insurance
• Opportunities to travel to customer sites and industry events (as needed)

Work location

Remote role for candidates based in British Columbia. Occasional travel may be required for customer workshops or key project milestones.

Job Type: Full-time

Pay: $125,000.00-$150,000.00 per year

Benefits:

• Extended health care
• Work from home

Education:

• Secondary School (preferred)

Experience:

• IT Service Management: 5 years (preferred)

Language:

• English (preferred)

Location:

• Vancouver, BC (preferred)

Work Location: Remote