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ServiceNow Business Analyst

2 months ago

Montreal, Quebec, Canada CAE Full time

Your Role & Main Responsibilities

As a ServiceNow Business Analyst, you'll play a vital role in driving technological advancements within our organization. You'll collaborate closely with business stakeholders to understand their needs and translate them into effective solutions on the ServiceNow platform.

  • Requirements Gathering & Analysis: Collaborate with stakeholders to define, analyze, validate, and document business requirements for ServiceNow enhancements, customizations, and integrations.
  • Solution Design & Development: Work with technical teams to design and implement innovative solutions on the ServiceNow platform that align with business objectives, best practices, scalability, and efficiency.
  • Process Optimization & Automation: Identify opportunities to streamline workflows and improve overall efficiency by conducting gap analyses and recommending process enhancements within ServiceNow.
  • Testing & Quality Assurance: Develop and execute comprehensive test plans, test cases, and test scripts to ensure that ServiceNow solutions meet quality standards and business requirements.
  • Documentation & Training: Create clear and concise documentation, including functional specifications, process flows, technical design documents, and user guides, to support ServiceNow implementations and ongoing maintenance. Provide training and support to end-users to facilitate the adoption of new functionalities.
  • Continuous Improvement & Innovation: Stay abreast of emerging ServiceNow technologies, features, and industry trends, providing recommendations for continuous improvement and innovation within our ServiceNow environment.

Collaboration & Teamwork:

  • Share your knowledge with team members and actively participate in learning-sharing activities.
  • Contribute to a collaborative and stimulating work environment.
  • Embrace an Agile mindset and promote change within the team.

Your Qualifications:

  • Excellent written and verbal communication skills in English; bilingual (English/French) is preferred.
  • Results-oriented with a strong team spirit, leadership qualities, and motivation.
  • Autonomous and comfortable exercising independent judgment in performing job duties.
  • Ability to effectively interface with business stakeholders at all levels.
  • Adaptable to evolving technologies, methodologies, and project requirements within the dynamic IT landscape.
  • A bachelor's degree or relevant industry experience.
  • Minimum of 4 years of experience as a Business Analyst.
  • Minimum of 2 years of experience as a ServiceNow Business Analyst.
  • ServiceNow certifications such as Certified System Administrator are highly valued.
  • In-depth understanding of the ITIL framework and best practices.
  • Good knowledge and experience of ITSM, SecOps, and ITAM processes.
  • Experience with ServiceNow modules such as Asset Management, Incident Management, CMDB, and Vulnerability Response.
  • Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
  • Excellent communication and interpersonal skills, enabling effective collaboration with stakeholders at all levels of the organization.
  • Proven track record of successfully delivering ServiceNow projects on time and within budget.