Position Overview

RSM's Business Applications (BA) practice is seeking an Associate to join our D365 Enablement team in Canada. This individual will support the administration, enhancement, and adoption of internal business applications that support our Dynamics 365 practice and broader business operations.

This role will work closely with Corporate IT, DASH, and Business Applications leadership to support platform operations, process improvements, user enablement, and system administration activities. The successful candidate must be available during U.S. business hours to effectively collaborate with stakeholders and support critical business functions.

While candidates across Canada will be considered, Calgary is preferred due to time zone alignment with U.S. teams and market availability.

Key Responsibilities

• Support the administration and day-to-day operations of key business applications utilized by the BA D365 practice.
• Administer and support core ServiceNow modules, including Incident, Problem, Change, Request, and Knowledge Management.
• Configure and maintain forms, lists, workflows, notifications, business rules, UI policies, and low-code automation solutions.
• Manage users, groups, roles, and access controls in accordance with established governance and security standards.
• Troubleshoot platform and application issues, perform root cause analysis, and coordinate issue resolution.
• Support data imports, exports, reporting, and basic integrations following established standards and procedures.
• Implement minor enhancements and process improvements to improve operational efficiency and user experience.
• Partner with Corporate IT and DASH teams to support platform initiatives, testing, releases, and user adoption activities.
• Create and maintain documentation, knowledge articles, training materials, and operational procedures.
• Support additional platforms managed by the Enablement and Technical Operations teams, including ServiceNow, Secret Server, BeyondTrust, and other business applications as needed.
• Participate in user acceptance testing (UAT), release validation, and continuous improvement initiatives.
• Assist with gathering business requirements and translating them into practical technology solutions.

Required Qualifications

• 1-3 years of experience supporting enterprise applications, business systems, IT operations, or platform administration.
• Experience with or exposure to the ServiceNow platform.
• Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical stakeholders.
• Strong organizational skills and ability to manage multiple priorities simultaneously.
• Ability to work independently while collaborating across cross-functional teams.
• Strong customer service mindset and commitment to delivering a positive user experience.
• Availability to work during standard U.S. business hours.

Preferred Qualifications

• Bachelor's degree in Information Technology, Information Systems, Business, or a related field, or equivalent professional experience.1-3 years of ServiceNow experience.
• ServiceNow Certified System Administrator (CSA) certification, or willingness to obtain within six months of hire.
• ITIL Foundation certification.
• Experience supporting internal business applications, enablement platforms, or professional services teams.
• Familiarity with Microsoft Dynamics 365, Power Platform, or related Microsoft technologies.
• Experience creating user documentation, training materials, and process guides.
• Exposure to change management, user adoption, or process improvement initiatives.