Servicenow Business Analyst

**Who We Are**

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

**The Role**

**Role Overview**

A ServiceNow Business Process Consultant (Bilingual) is responsible for analyzing, designing, and optimizing business processes using the ServiceNow platform, while communicating effectively in two languages. This role combines technical platform expertise, process improvement skills, and the ability to work across diverse teams and stakeholders in multilingual environments.

**Key Responsibilities**
- Analyze existing business processes, identify inefficiencies, and recommend improvements using ServiceNow functionalities.
- Elicit, document, and analyze business requirements from stakeholders, ensuring clarity in both required languages.
- Design and develop ServiceNow solutions that align with business objectives and are scalable and efficient.
- Lead and participate in the implementation of ServiceNow projects, including configuration, integration, and testing.
- Create detailed process maps and workflows to illustrate current and future state processes.
- Conduct needs analysis, establish project specifications, and identify solutions to business challenges.
- Collaborate with business leaders, IT teams, and end-users to gather requirements, provide updates, and ensure alignment with project goals.
- Develop and deliver training materials and sessions in both languages (or one, as applicable) to educate end-users on ServiceNow functionalities.
- Provide ongoing support and mentorship to team members and clients.
- Stay current with ServiceNow platform updates and industry best practices, proactively identifying opportunities for process enhancement.
- Participate in pre-sales activities, such as responding to RFPs and preparing presentations, as needed.

**Bilingual Requirements**
- Communicate complex technical and business concepts clearly and effectively in both required languages (e.g., English and French).
- Facilitate workshops, meetings, and documentation in both languages to ensure all stakeholders are engaged and informed.
- Support global or cross-border projects, navigating cultural and linguistic differences to drive successful outcomes.

**Who You Are**

**Required Qualifications**
- Bachelor’s degree in Information Technology, Engineering, Business, or a related field.
- 3-5+ years of experience working with the ServiceNow platform, including implementation, configuration, and customization.
- Proficiency in ServiceNow modules such as ITSM, ITOM, CSM, etc.
- Experience and understanding with scripting languages (JavaScript, GlideScript) and integration tools (REST, SOAP) is a plus.
- ServiceNow Certified System Administrator (CSA) or other relevant certifications preferred.
- Strong analytical, problem-solving, and process management skills.
- Experience in process definition, improvement, and re-engineering.
- Excellent interpersonal and stakeholder management skills.
- Proven ability to work collaboratively in diverse, multicultural, and multilingual environments.
- Bilingual proficiency (verbal and written) in the required language pair.

**Preferred Qualifications**
- ITIL v3/v4, Six Sigma, Agile, Prosci, or TOGAF certifications are desirable.
- Experience with global companies or projects spanning multiple geographies and time zones.
- Familiarity with project management methodologies (Agile, Waterfall) and ServiceNow “NowCreate”

This position requires the employee to work on a regular basis with Kyndryl stakeholders located in other Canadian provinces, the United States, or internationally where English is the common language, making knowledge of the English language a requirement for this position in addition to fluency in French.

**Being You**

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

**What You Can Expect**

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your