ServiceNow Business Analyst; Process

Responsibilities

• Lead and facilitate requirement gathering workshops with stakeholders to identify, document, and analyze business needs, user pain points, and process gaps.
• Analyze current state (As-Is) processes and collaboratively design future state (To-Be) service delivery models.
• Document and finalize process flows, user journeys, and governance models (RACI).
• Translate business requirements into clear, well‑defined user stories and acceptance criteria.
• Maintain and prioritize the product backlog in collaboration with the project manager and technical team.
• Work closely with solution architects to contribute to the high‑level solution design, ensuring alignment with business objectives, best practices, and the CSDM framework; apply a deep understanding of CMDB principles to guide the design of an adaptive CMDB, and contribute to strategies for service blueprints, data modeling, data sanitation, normalization, and reconciliation.
• Serve as the primary point of contact for business stakeholders, managing expectations and communicating project progress.
• Create and deliver key project documentation, including user guides, admin guides, and training materials.
• Participate in knowledge‑transfer sessions to enable a smooth transition to support teams.
• Actively participate in all phases of the project lifecycle, from initial strategy and design through execution, hypercare, and closure.

• 3–5 years as a Business Analyst on Service Now platform implementations.
• Strong experience in the Telecommunications (Telco) industry.
• Proven expertise in core Service Now modules, particularly ITSM and CMDB.
• Demonstrated knowledge and experience applying the Common Service Data Model (CSDM) framework.
• Proficiency in Agile/Scrum methodologies; ability to write user stories, manage backlogs, and participate in sprint ceremonies.
• Excellent workshop facilitation and stakeholder management skills.
• Strong analytical and problem‑solving skills, with experience in process mapping, gap analysis, and business case development.
• Exceptional written and verbal communication skills.
• Preferred:
  Service Now Certified System Administrator (CSA) or Service Now Certified Implementation Specialist (CIS) in ITSM or another relevant module.
• Familiarity with Telco frameworks such as eTOM/TM Forum.
• Experience with data migration, integration projects, and building reports/dashboards in Service Now.
• Experience working in a consulting setting.
• Bilingual proficiency in English and French (highly desirable).

• Medical, Vision, and Dental coverage.
• Retirement Savings Matching.
• Competitive PTO Policy.
• Employee Assistance Program (EAP).
• Life & Disability Insurance.
• Sales Incentive Plan.

Annual base salary range: CAD $61,600 – $77,000. The role is commission eligible and may receive a sales incentive plan. Pay is reviewed periodically and paid in accordance with company policies.

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