Overview
NOTE: Hybrid work model, 3 days per week in Toronto, Ontario office.
TYPE: 12 month contract, 8 hours per day, 40 hours per week
SKILLS: 5+ years Business Analysis, ServiceNow, IT Service Management, Requirements Gathering, User Stories, Minor Configuration, Platform Administration, Agile
INDUSTRY: Financial Services, Enterprise Technology
DESCRIPTION:
We are seeking a technically strong Business Analyst to support a Technology Services team within a large enterprise technology environment. This is a business as usual focused role supporting ongoing operational requests and enhancements rather than a single large project.
The successful candidate will bring deep hands on familiarity with the ServiceNow platform and will operate in a blended capacity of approximately seventy percent business analysis and thirty percent hands on ServiceNow configuration and administration. This role is ideal for a Business Analyst who is comfortable working directly in enterprise platforms, understands how ServiceNow functions end to end, and can independently execute small configuration changes while partnering closely with business stakeholders and delivery teams.
You will work with internal technology and business partners across areas such as IT Service Management, Real Estate Operations, People and Culture, and End User Technology, supporting enhancements, improvements, and operational stability across ServiceNow enabled processes.
The role reports into a senior manager within Technology Services and is internal facing only.
RESPONSIBILITIES: • Engage business stakeholders to understand operational needs, business objectives, and pain points
• Gather, analyze, and document functional and non functional requirements and translate them into clear user stories and solution specifications
• Support day to day business analysis activities including intake, refinement, and prioritization of BAU requests
• Work closely with Product Owners, developers, and vendor partners to ensure requirements are understood and solutions align with business intent
• Perform minor hands on ServiceNow configuration and administration such as adding or modifying fields, updating variables, adjusting labels, and making small workflow or configuration updates
• Support system demonstrations, post go live communications, and operational readiness activities
• Identify opportunities for automation, optimization, and continuous improvement within ServiceNow processes
• Assist with basic system administration activities including troubleshooting, validation, and configuration testing
• Support integrations between ServiceNow and enterprise systems such as Workday, Azure, and SailPoint as required
• Analyze and implement small changes related to reporting, security roles, and workflows within ServiceNow
• Contribute to planning and estimation activities by providing business analysis effort sizing and input
• Support User Acceptance Testing activities as needed including coordination and sign off, though UAT is not a primary focus of the role
• Maintain documentation for current and future state processes and platform changes
• Contribute to the ongoing effectiveness and maturity of the Technology Services delivery team
• Other duties as assigned
REQUIREMENTS: • University degree in Business, Computer Science, Engineering, or equivalent professional experience
• Minimum 5 years of experience in a Business Analyst role supporting enterprise technology platforms
• Demonstrated hands on experience working with ServiceNow in a business analysis, configuration, or administrative capacity
• Strong understanding of ServiceNow capabilities, platform structure, and IT Service Management processes
• Experience supporting ITSM modules with exposure to additional modules such as Facilities or Human Resources considered an asset
• Ability to perform minor ServiceNow configuration and administrative tasks without reliance on developers
• Strong communication skills with the ability to engage and collaborate with technical and non technical stakeholders
• Experience translating business requirements into user stories and working closely with development teams in an agile environment
• Excellent analytical and problem solving skills with strong attention to detail
• Ability to manage multiple BAU requests concurrently and prioritize effectively
• Comfortable working independently while also contributing as part of a cross functional team
• Certified Business Analyst Professional or equivalent designation is considered an asset
• ServiceNow Administrator or related certification is considered a strong asset but not required
• Previous technical or configuration focused experience is preferred over purely documentation based Business Analyst roles
• Experience with ServiceNow native reporting and dashboards preferred
• Experience with Power BI, Anaplan, or similar analytics tools is considered an asset
• Familiarity with agile delivery methodologies
Please note that AI is used to assist in the recruiting process.