Service Now Business Analyst

2 weeks ago

Halifax, Canada Compest Solutions Inc Full time

**Job Title**: Service Now Business Analyst

**Location**: Halifax, NS (Onsite 3 days mandatory)

**Max Rate CAD$33/hr on T4**

Experience: 10+ Yrs

No OT applicable

Job summary:

- Assist with Onboarding and deployment of Operations Workspace for the current and upcoming audience which will include requirement gathering, Stakeholder/Technology Teams co-ordination, creating communication etc. to adhere alignment with out of the box practices and industry standards.
- Product investigation to promote future enhancements & updates to Operations Workspace to meet business requirements.
- Create training material, videos and use cases for steady state support to Global Support Teams.
- **Update BRD based on the requested changes** in the product and ensure required approvals are in place prior to the implementation.
- Work with the vendor, PM and Service Now Lab Lead to ensure proper traction/resolution of issues during development, code review phase aligned with the business requirements and project timelines.
- Ensure regular Stakeholder updates are delivered.
- Assistance with calculating estimates, and proper reporting handover from the Technology Solutions to the Service Desk Teams.
- Act as business SME for Operations Workspace and point of contact for hyper care support for Global stakeholders.
- Business UAT lead for the deployment. Create UAT test cases, consolidate the defects, report to the Technology Team for solutioning, ensure proper sign off to aid operational readiness.
- Conduct Module administration and role management.
- Assistance with product research, planning, implementation, deployment, onboarding, co-ordination, communication, vendor engagement for future planned phases i.e. Live Agent implementation, Generative AI.
- Support operational investigation and assist with operational model design for any new upcoming changes.
- **Complete in-depth data analysis on ServiceNow reports leveraging Office 365 (Excel and Power BI) suite for increased automation and efficiency.**:

- Document process and support flows as needed (including scope definition, process mapping, support flow escalation matrix, RACI, UAT testing, Communication, etc.)

Experience Required: 8+ - 10 years

**Regards,**
**Compest Solutions Inc**
**D: 647-660-7562**

**Job Type**: Fixed term contract

**Salary**: $30.00-$33.00 per hour

Expected hours: 8 per week

Schedule:

- 8 hour shift

**Experience**:

- Service Now Business Analyst: 10 years (preferred)
- BRD: 10 years (preferred)
- UAT test cases: 10 years (preferred)
- ServiceNow reports leveraging Office 365: 10 years (preferred)
- Excel and Power BI: 10 years (preferred)

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