ServiceNow Business Analyst

7 days ago

Montreal, Quebec, Canada CAE Full time

About the Role

CAE is seeking a highly skilled ServiceNow Business Analyst to join our team. As a ServiceNow Business Analyst, you will play a critical role in driving business transformation and process improvement initiatives within our organization.

Key Responsibilities

  • Collaborate with business stakeholders to elicit, analyze, validate, and document business requirements related to ServiceNow platform enhancements, customizations, and integrations.
  • Work with technical teams to design effective solutions on the ServiceNow platform that meet business objectives, considering best practices, scalability, and efficiency.
  • Identify opportunities for process optimization and automation within ServiceNow, conducting gap analyses and recommending enhancements to streamline workflows and improve overall efficiency.
  • Develop and execute test plans, test cases, and test scripts to validate ServiceNow solutions, ensuring they meet quality standards and business requirements.
  • Create comprehensive 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 ServiceNow functionalities, ensuring that users are equipped with the knowledge and resources to effectively utilize the platform.
  • Stay updated on emerging ServiceNow technologies, features, and industry trends, providing recommendations for continuous improvement and innovation.
  • Design and document ServiceNow solutions, including configuration, customization, and integrations, to meet business needs and objectives.
  • Provide support to project managers in planning, scheduling, and executing ServiceNow projects, ensuring timely delivery and successful implementation.
  • Analyze existing business processes and workflows to identify areas for improvement, automation, and optimization within the ServiceNow platform.

About You

  • Strong oral and written communication skills in English - bilingual (English/French) preferred.
  • Results-oriented with great team spirit, leadership, and motivation skills.
  • Autonomous – comfortable exercising independent judgment in performing job duties.
  • Ability to interface with Business Stakeholders (Business Unit and stakeholders) at all levels.
  • Adaptable – 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.
  • In-depth understanding of 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, with the ability to collaborate effectively with stakeholders at all levels of the organization.
  • Proven track record of successfully delivering ServiceNow projects on time and within budget.

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