Business Analyst

**Requisition ID**:36348

**Company**

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

**Main Purpose & Function**
The primary focus of this role is to support Business adoption, configuration standards and general performance of the City of Vancouver’s Enterprise Service Management platform, ServiceNow. This includes the design and configuration of workflows, catalog items, mobile components and other enhancements as determined by the Technical Product Manager, Strategic Programs (Service Management). As this role is part of a larger Technology Services’ platform support team, there will be times when this role will be asked to provide ServiceNow technical technical support and assist in growing the use of the ServiceNow knowledge base for both Technology Services and the City of Vancouver as a whole. The Analyst will document the service offering, develop best-practice processes, and coordinate the service offering and process build through its release.

There are also opportunities where the role will continue to work on larger projects through the Enterprise Service Management project which may include: process design, implementation and configuration activities, quality control, documentation, and post-implementation reviews.

This position has access to confidential information and makes recommendations for changes in methods, processes and procedures that may impact business processes as well as staffing workloads, working conditions, changes in positions or staffing levels.

**Specific Duties & Responsibilities**

Analyst responsibilities working within the TS Enterprise Service Management team, are:

- Specify, configure and implement the ServiceNow platform enhancements including workflow, user interface (UI), client policies, and business rules, with a focus on appropriate use of out-of-the-box functionality
- Make recommendations and provide knowledge transfer to both Technology Services staff and Business Subject Matter Experts (SMEs) with respect to best practice for IT Service Management processes and ServiceNow platform configuration.
- Work closely with key stakeholders and clients to ensure requirements are clearly understood, documented and prioritized
- Consult and work closely with internal and external technical experts to ensure ServiceNow deliverables are consistent with established TS standards and principles
- Troubleshoot business and production issues by reviewing and analyzing system information (for example, issue, impact, criticality, possible root cause); reviewing and editing solution code; interpreting the results to determine further action; directing actions as designated in the action plan; and completing online documentation.
- Provide technical and functional ServiceNow leadership including effective communication with all levels of management
- Provide support and work with Business SMEs in conducting User Acceptance Testing (UAT)
- Expected to employ a high degree of discretion in this position of trust since the Technical Analyst will have access to sensitive information and may recommend key business process changes
- Other duties/responsibilities as assigned

**Qualifications**

Education and Experience:

- A post-secondary degree in Business, Engineering, Computer Science, or a diploma in Information Technology augmented with formal training in the ITIL/ITSM discipline or a combination of education, training and experience.
- 3+ years of technical and / or functional experience in ServiceNow, including participation in complex, enterprise scale projects.
- ServiceNow implementation experience configuring and deploying one or morein ITSM modules (Incident, Problem, Change, CMDB & Asset Management).
- Experience configuring and deploying one or more ServiceNow ITSM modules
- Demonstrated experience with process mapping

Knowledge, Skills and Abilities:

- Proven knowledge of the ServiceNow platform and best practices.
- Considerable knowledge of current IT Service Management (ITIL) processes and best practices
- Strong analytical skills, with the demonstrated ability to anticipate and manage the implications of system changes on work processes and procedures.
- Considerable problem-solving skills with the demonstrated ability to investigate and recommend system an