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Senior Business Analyst – ITSM
8 hours ago
Senior Business Analyst – ITSM (12 Month Contract) Location: New Westminster, BC / Hybrid Staffing Placement Opportunity Overview The Senior Business Analyst will support an IT Service Management (ITSM) replacement initiative within a large, complex organization. This role focuses on defining, documenting, and validating business and functional requirements to support the implementation of ServiceNow as the enterprise ITSM platform. The scope includes core ITSM and IT Asset Management (ITAM) modules such as Incident Management, Request Management, Problem Management, Change Management, Knowledge Management, Configuration Management (CMDB), Hardware Asset Management (HAM), Software Asset Management (SAM), and Service Catalog. The successful candidate will work closely with internal technical teams, external implementation partners, and a wide range of business stakeholders to ensure the solution aligns with organizational processes, IT service management standards, and long-term support strategies. In addition to requirements and process analysis, this role will contribute to testing, training, and change management activities to support a successful transition from a legacy ITSM platform to ServiceNow and ensure full adoption across the organization. Responsibilities Reporting to a Senior Project Manager within a Project Management Office (PMO), the Senior Business Analyst will collaborate with senior staff, functional teams, and technical resources to deliver end-to-end business analysis services across multiple initiatives. Key Responsibilities Include, But Are Not Limited To Business Needs Analysis Identify business problems, opportunities, risks, assumptions, and desired outcomes Contribute to business case development and strategic planning Stakeholder Engagement & Requirements ElicitationGather and analyze requirements through interviews, workshops, document reviews, and process observations Engage effectively with technical teams, business users, and leadership Requirements Documentation & ValidationDevelop and maintain clear business, functional, and non-functional requirements Facilitate reviews and ensure stakeholder alignment and approval Vendor & Third-Party CoordinationCollaborate with external vendors and service providers Support alignment with project scope, deliverables, and timelines Decision SupportPrepare analysis and briefing materials to support informed decision-making Present findings and recommendations to stakeholders as required Project Management SupportAssist with work breakdown structures (WBS), risk and issue logs, schedules, and status reporting Support monitoring of progress and milestones Testing & Quality AssuranceDevelop or support test strategies, scenarios, scripts, and use cases Coordinate and/or participate in User Acceptance Testing (UAT) Traceability & ComplianceMaintain a Requirements Traceability Matrix (RTM) from definition through implementation Change Management & CommunicationsSupport development of communication plans, training materials, and knowledge documentation Assist with organizational change and adoption activities PMO Governance & StandardsAdhere to PMO methodologies, governance requirements, and reporting standards Training DeliverySupport or deliver training for business users, analysts, and system administrators Issue Resolution & FacilitationAct as a liaison between business and technical teams to clarify requirements and resolve issues Project Documentation ManagementCreate, maintain, and manage all project documentation including requirements, process maps, decision logs, test plans, training materials, and operational handover documents Ensure documentation is accurate, version-controlled, and compliant with governance and audit standards Deliverables Typical Deliverables May Include (but Are Not Limited To) Requirements documentation and traceability matrices Use cases and/or user stories Current-state and future-state process maps Fit-gap analysis documents Business and stakeholder impact assessments RACI matrices Decision analysis documentation Standard operating procedures User and operations guides System deployment documentation End-user training materials Testing documentation (test plans, cases, scripts) Meeting agendas, minutes, and action items Status reports and executive summaries Additional deliverables required to support project planning, execution, governance, and closure Required Knowledge & Experience 7+ years of business analysis experience in IT environments At least 3 years supporting ITSM-related initiatives Experience with ServiceNow or ITSM platform implementations Strong understanding of ITIL v4 processes (Incident, Request, Problem, Change, CMDB) Experience supporting system or platform replacement initiatives in complex environments Strong requirements elicitation, documentation, and validation skills Excellent analytical, communication, and stakeholder engagement skills Proficiency with MS Office tools (Visio, Excel, PowerPoint) and collaboration platforms (e.g., SharePoint, Confluence) Ability to work in a fast-paced, multi-stakeholder environment with a structured approach Nice To Have ServiceNow certifications or micro-certifications (ITSM, Flow Designer, Reporting, Platform Fundamentals) Experience with Agile delivery methods CBAP or CCBA certification Note: this is an opportunity with a Microserve client. #J-18808-Ljbffr
