Senior Business Analyst – Servicenow Expertise

Responsibilities:

• Lead requirements elicitation workshops for Service Now-related enhancements, modules, and workflows.
• Document business requirements, process flows, user stories, and acceptance criteria.
• Perform gap analysis, current/future state documentation, and solution option recommendations.
• Collaborate with developers, architects, and stakeholders to clarify requirements and validate solutions.
• Support backlog management, sprint activities, and release planning.
• Assist business units with UAT planning, execution, and issue resolution.
• Contribute to change management activities including communications and training materials.
• Provide insights and recommendations to improve business processes and solution design within Service Now.

• Minimum 3-5+ years of progressive business analysis experience in IM/IT, with 3+ years focused on Service Now.
• Bachelor’s degree or diploma in Business Administration, Information Systems, or related field.
• Certifications such as CBAP, CCBA, Agile/Scrum – preferred.
• Service Now certifications such as CSA or CIS–Business Analyst – an asset.
• ITIL certification – an asset.
• Strong requirements gathering, process modeling, and documentation skills specific to Service Now modules.
• Ability to translate business needs into user stories, acceptance criteria, and functional specifications.
• Understanding of Service Now capabilities, including workflows, catalog items, forms, integrations, and configuration.
• Effective stakeholder engagement and communication abilities across technical and non-technical audiences.
• Experience working in Agile delivery environments, including backlog refinement and sprint planning.
• Strong analytical and problem-solving abilities.
• Ability to develop test plans, support UAT, and manage defect triage.
• High attention to detail, organization, and prioritization.
• Ability to work within a multi-disciplinary team.