ServiceNow Business Analyst-Canada

1 month ago

Old Toronto, Canada Zortechsolutions Full time
Role: ServiceNow Business Analyst

Location: Remote/Canada

Duration: Fulltime

Job Description

ServiceNow \ CMDB and Asset management.

Responsibilities

Please find the job description below for your reference.

  • Provide expertise and knowledge of IT Configuration and Asset Management processes.
  • Provide expertise and knowledge of ServiceNow CMDB.
  • Provide expertise and knowledge of ServiceNow Discovery and Service Mapping tools
  • Provide recommendations for the current and future CMDB platform evolution.
  • Provide expertise and knowledge for processes that consume CMDB data e.g., Incident, Problem,

SDLC, Asset, and Change

  • Provide recommendations on CMDB maintenance and CMDB data integrity.
  • Provide recommendations to help gather, validate, and maintain accurate data on all IT assets and

configurations, including hardware, software, network devices, applications, and services.

  • Identify and document relationships and dependencies between different IT assets, enabling accurate

impact analysis and understanding of the IT landscape.

  • Provide recommendations to ensure data accuracy and integrity within the CMDB.
  • Work with the Asset Managers to establish processes to help them perform regular audits, resolving

discrepancies, and eliminating duplicates.

  • Create and maintain documentation related to CMDB/Discovery processes, procedures, and

guidelines.

  • Promote continuous process improvement practices through process metrics/KPIs, dashboards, and

Role Accountabilities.

  • Manage and communicate process and business requirements to the implementation team as a bridge

to ensure that the proposed solutions meet the customer;s expectations.

  • Participate in testing and ensure all the required documentation is in place to support the client and the

Managed Service team where needed.

  • Coordinate and support of client UAT, verifying defects and enhancements and working with the

development team to rectify.

  • Assist with Project Management activities such as project scope, estimation, and planning.
  • Assist the Sales team with new client bids, SOW, and RFPs.
  • Lead demonstrations of the product, both standard and tailored to prospects' existing customers, either

onsite or via Meet.

  • Support change management processes by assessing the impact of proposed changes and ensuring

that all changes are properly documented and recorded.

Qualifications And Skills

  • 2+ years of experience directly related to ServiceNow CMDB Discovery implementation and process

consultancy

  • Strong understanding of ITIL framework standards
  • Strong experience with ServiceNow ITSM, CMDB and related modules.
  • Proficiency in business requirements gathering, analysis, process modeling, and documentation.
  • Knowledge of IT asset management (ITAM) and discovery tools is a plus.
  • Expertise with Software Development Lifecycle (SDLC) and- agile practices.
  • Proven experience in defining and deploying ‘to be’ best practice processes and in identifying solutions

from a people, process, and technology perspective.

  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills.
  • Solid experience in requirements gathering, including experience in creating process documentation.
  • Demonstrate ability to influence and consult (providing options with pros, cons and risks) while

providing thought leadership to stakeholders in solving governance, process or technical problems.

  • Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity.
  • Proven team player and team builder.
  • Ability to demonstrate analytical and problem-solving skills.
  • Ability to mentor novice staff and drive quality, value and best practices.
  • Bilingual English and French is a plus

Education/Certifications

  • Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work

Experience)

  • ServiceNow certification, such as Certified System Administrator (CSA) or Certified Implementation

Specialist (CIS), and Certified Application Developer

  • ITIL certification preferred.
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