Senior Business Systems Analyst, ServiceNow CSM

• Lead business systems analysis activities related to ServiceNow Customer Service Management (CSM) initiatives, enhancements, platform optimizations, and incident resolution.
• Collaborate with product owners, business stakeholders, architects, developers, quality assurance teams, and platform teams to gather, analyze, and document business requirements, user stories, acceptance criteria, operational processes, and test scenarios.
• Lead the analysis and design of ServiceNow CSM capabilities, including case management, customer journeys, intake processes, workflow orchestration, service delivery models, assignment rules, notifications, reporting, and user experience requirements.
• Analyze current processes and identify opportunities to simplify, standardize, automate, and improve service delivery using ServiceNow capabilities, workflow automation, intelligent case management, and AI-powered solutions.
• Support the evolution of ServiceNow service models, business capabilities, data relationships, and platform governance in alignment with enterprise architecture standards and the Common Service Data Model (CSDM).
• Collaborate with technical teams to assess solution options, define functional designs, and ensure that business requirements are delivered through scalable solutions that minimize customization and technical debt.
• Support product backlog management and Agile delivery activities by defining scope, dependencies, risks, assumptions, priorities, and implementation sequencing.
• Assess cross-functional and cross-system impacts involving ServiceNow CSM, Salesforce, customer portals, reporting platforms, integrations, and downstream operational processes.
• Support testing activities, including the planning and execution of user acceptance testing (UAT), defect management, business requirements validation, and production readiness.
• Resolve production issues by analyzing business impacts, process gaps, system behaviour, data integrity issues, and workflow inconsistencies.
• Maintain comprehensive documentation, including business requirements, process maps, traceability matrices, decision logs, support documentation, and delivery-related documents.
• Provide mentoring and guidance to other analysts and contribute to continuous improvement initiatives related to ServiceNow delivery practices, documentation standards, stakeholder engagement, and Agile ways of working.

Requirements

• University degree in business administration, information technology, computer science, engineering, business technology management, or a related field.
• At least 7 years of experience in business analysis, business systems analysis, product deployment, or enterprise technology initiatives.
• Several years of experience leading requirements and process analysis activities for enterprise technology platforms.
• Experience delivering solutions using ServiceNow CSM, ServiceNow, a CRM application, or other similar case management and workflow platforms.
• Experience supporting process transformation, workflow redesign, operational improvement, or platform modernization initiatives.
• Experience working in an Agile environment alongside cross-functional product and technology teams.
• Experience implementing, supporting, or optimizing ServiceNow Customer Service Management (CSM) solutions within large organizations.
• Experience leading business analysis activities related to platform modernization, service transformation, enterprise case management, customer experience, or service design.
• Knowledge of ServiceNow AI and automation capabilities, including Now Assist, Virtual Agent, AI Search, intelligent workflows, customer self-service, and other AI-powered service delivery solutions.
• Experience with ServiceNow platform capabilities such as Performance Analytics, reporting, Knowledge Management, Service Catalog, App Engine, Virtual Agent, and Automation Center.
• Experience with Salesforce, CRM platforms, customer portals, enterprise integrations, APIs, data flows, and related systems architecture concepts.
• Experience supporting digital transformation, operational improvement, automation, or service delivery modernization initiatives.
• Experience in financial services organizations, Crown corporations, government agencies, regulated environments, or other large and complex organizations.
• ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist – Customer Service Management (CIS-CSM), Certified Application Developer (CAD), or another relevant ServiceNow certification.
• Professional certifications such as Certified Business Analysis Professional (CBAP), PMI Professional in Business Analysis (PMI-PBA), or an equivalent business analysis certification.