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ServiceNow ITSM Business Analyst

3 months ago

Montreal, Quebec, Canada BRP Full time

JOB OVERVIEW

We are looking for a proactive and detail-oriented Business Analyst specializing in ServiceNow with a strong background in IT Service Management (ITSM). In this position, the analyst will oversee the requirements from conception through to post-implementation and operationalization. This includes eliciting, documenting, and managing the scope definition, which encompasses business objectives, needs, technical requirements, and business rules.

The ServiceNow Business Analyst will ensure that the scope definition encompasses the necessary business and technology solutions delivered by various programs, projects, and enhancements. The primary focus will be on ITSM and Strategic Portfolio Management (SPM) functionalities and processes, aiming to leverage the out-of-the-box capabilities of ServiceNow and optimize platform utilization.

KEY RESPONSIBILITIES:

  • Collaborate with stakeholders to gather and analyze business requirements pertinent to ITSM and SPM functionalities.
  • Design, configure, and implement solutions within the ServiceNow platform to fulfill business needs.
  • Conduct testing and validation of implemented solutions to ensure accuracy and functionality.
  • Assist in documenting processes, procedures, and best practices associated with ITSM and SPM within ServiceNow.
  • Participate in training sessions and knowledge transfer activities for end users and team members.
  • Stay informed about industry trends and best practices in ITSM, SPM, and ServiceNow to propose innovative solutions.
  • Create and maintain documentation related to ServiceNow configurations, processes, and procedures.
  • Keep abreast of ServiceNow releases, trends, and industry best practices to drive continuous improvement and innovation.
  • Demonstrate proficiency in ServiceNow platform capabilities such as Incident Management, Change Management, Problem Management, Service Catalog, and Reporting.

QUALIFICATIONS:

  • Bachelor's degree in computer science, information technology, or a related field.
  • Strong analytical skills with the ability to gather and interpret business requirements.
  • Experience in designing and configuring solutions within ServiceNow to meet business requirements, ensuring alignment with best practices and platform capabilities.
  • Excellent communication skills to collaborate with stakeholders and convey technical concepts effectively.
  • Ability to work independently and in a team environment, managing multiple tasks and priorities effectively.
  • Certification in ServiceNow (e.g., Certified Implementation Specialist) and familiarity with the ITIL framework would be advantageous.
  • 5+ years of experience working as a business analyst or in a similar role.
  • 5+ years of experience within ServiceNow, with a solid understanding of ITSM and SPM modules.
  • Strong understanding of IT resources and configuration management principles.
  • Data analysis and reporting skills.
  • Problem-solving and troubleshooting capabilities.
  • Technical documentation skills.
  • Knowledge of network protocols, devices, and infrastructure components is a plus.
  • Familiarity with SPM (Strategic Portfolio Management) is a plus.
  • Project management experience and familiarity with Agile methodologies is an asset.
  • Customer-focused approach.
  • Additional certifications such as Certified System Administrator (CSA) in ServiceNow, ServiceNow Implementation Specialist, and ITIL V4 would be considered beneficial.

We value the diversity of our workforce and are committed to fostering an inclusive workplace where every employee feels they belong and can thrive.

BENEFITS:

  • Annual bonus for hard work and dedication.
  • Generous paid time off to recharge.
  • Pension plan to secure your future.
  • Collective saving opportunities for financial growth.
  • Comprehensive healthcare coverage fully paid by the company.
  • Flexible work schedule to promote work-life balance.
  • Summer schedule to enjoy the season.
  • Holiday season shutdown for quality time.
  • Access to educational resources for continuous learning.
  • Discounts on company products.

We are a global leader in recreational vehicles and boats, dedicated to innovation and customer satisfaction.