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ServiceNow Business Analyst

Opensity solutions
Toronto, CAN
Full Time
Mid
Remote
1 weeks ago
ServiceNowITSMIncident ManagementProblem ManagementChange ManagementCMDB
Free

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Company Mission

  • Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Role Overview

  • The ServiceNow Business Analyst role is within the Solutions & Advisory team and is responsible for leading discovery sessions, requirements definition, and solution delivery across both IT Service Management (ITSM) and custom workflows on the ServiceNow platform.
  • This role focuses on Incident, Problem, Change, and CMDB, while also supporting the design and delivery of custom workflows using App Engine.
  • The Business Analyst will work closely with clients, developers, and project managers to translate business needs into actionable requirements, ensuring solutions are aligned to business goals and delivered efficiently.

Roles & Responsibilities

  • Lead discovery sessions and stakeholder workshops to gather, analyze, and document business requirements across ITSM (Incident, Problem, Change, CMDB) and custom workflow solutions.
  • Partner closely with clients to understand current state processes, define future state, and identify opportunities for process improvement and automation.
  • Translate requirements into clear, concise user stories with well‑defined acceptance criteria.
  • Collaborate with developers, architects, and project managers to ensure requirements are understood, prioritized, and delivered effectively.
  • Act as the primary liaison between client stakeholders and internal delivery teams, ensuring alignment throughout the project lifecycle.
  • Create process flows, functional documentation, and wireframes to support solution design.
  • Develop and execute test scripts and test cases for Incident, Problem, Change, CMDB, and custom workflows.
  • Support and coordinate User Acceptance Testing (UAT), including defect tracking, triage, and resolution.
  • Manage and refine the product backlog, ensuring priorities align with business value and project goals.
  • Ensure solutions follow ServiceNow best practices, ITIL guidelines, and governance standards.
  • Support continuous improvement efforts across both ITSM processes and custom‑built applications.

Knowledge, Skills & Attributes

  • 3–5+ years of experience as a Business Analyst on the ServiceNow platform.
  • Demonstrated experience with ITSM modules: Incident, Problem, Change, and CMDB.
  • Proven ability to lead discovery sessions, requirements gathering, and process mapping workshops.
  • Experience writing user stories, acceptance criteria, and detailed functional documentation.
  • Experience creating and executing test scripts, test cases, and supporting UAT.
  • Strong understanding of ITIL‑based service management processes.
  • Experience working with App Engine / App Engine Studio, Flow Designer, UI Builder, and Workspaces.
  • Ability to work cross‑functionally with clients, developers, and project managers in Agile environments.
  • Excellent communication and interpersonal skills, with the ability to interact with stakeholders at all levels of the organization.
  • Strong analytical and problem‑solving abilities with a focus on process optimization and workflow automation.
  • Ability to manage multiple tasks across multiple projects and priorities in a fast‑paced environment.

Preferred Qualifications

  • Experience implementing or enhancing ServiceNow ITSM modules in enterprise environments.
  • Experience supporting or delivering custom workflows/applications using App Engine.
  • ServiceNow Certified System Administrator (CSA) or Certified Application Specialist.
  • Strong understanding of CMDB governance and data management best practices.
  • Experience working in Agile/Scrum delivery models.
  • Experience in legal or professional services environments.

Compensation & Work Details

  • Salary Range: CAD 100,000 CAD 140,000 CAD annually, commensurate with experience, skills and location.
  • Location: Fully remote – open to candidates based in Ontario/Alberta, Canada.

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