Business System Analyst-ServiceNow

BMO•Toronto, ON

1d•CA$75,900 - CA$141,900•Hybrid

About The Position

Investigates and identifies strategies to optimize business operations and services and inform business decisions. Defines business requirements to support technology solutions and operational processes within the ServiceNow platform through stakeholder engagement, business analysis, process documentation, and collaboration with technical teams. Elicits, documents, and analyzes business requirements to ensure solutions and initiatives achieve expected business outcomes. Serves as the primary Business Systems Analyst supporting the ServiceNow platform and associated enhancement backlog. Facilitates requirements gathering sessions, stakeholder workshops, backlog reviews, and project meetings. Partners closely with ServiceNow developers to ensure solutions align with business requirements and organizational objectives. Translates business requirements into business requirement documents (BRDs), functional requirements, user stories, acceptance criteria, and process documentation. Manages and maintains the ServiceNow development backlog, ensuring requests are prioritized, tracked, and progressed through the delivery lifecycle. Coordinates with stakeholders to validate requirements, obtain approvals, and manage solution sign-offs. Builds test cases and supports User Acceptance Testing (UAT) activities to validate business requirements and deployment readiness. Supports quality assurance activities and provides deployment sign-off documentation for production implementations. Creates and coordinates change requests required for production deployments and release activities. Develops process flows, RACI matrices, workflow diagrams, and other project artifacts using tools such as Visio or Lucidchart. Analyzes data and produces insights, reports, and recommendations to support decision making and process improvements. Collaborates with teams responsible for Configuration Management Database (CMDB), Hardware Asset Management (HAM), Software Asset Management (SAM), Discovery, and Service Mapping initiatives. Assists with reporting and dashboard development utilizing Excel, Power BI, and ServiceNow reporting capabilities. Works independently and regularly handles non-routine situations while managing multiple priorities. Broader work or accountabilities may be assigned as needed.

Requirements

Typically 5–7 years of relevant experience and post-secondary education in Business, Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience
Foundational Level of Proficiency in Agile and Kanban delivery methodologies.
Foundational Level of Proficiency in Data analysis and reporting.
Foundational Level of Proficiency in Learning agility.
Foundational Level of Proficiency in Microsoft Excel.
Foundational Level of Proficiency in Process documentation and workflow mapping.
Intermediate Level of Proficiency in Stakeholder analysis and relationship management.
Intermediate Level of Proficiency in Process improvement and optimization.
Intermediate Level of Proficiency in Business process analysis.
Intermediate Level of Proficiency in Change management and release coordination.
Intermediate Level of Proficiency in ServiceNow platform knowledge and experience.
Intermediate Level of Proficiency in Application functional design.
Intermediate Level of Proficiency in Functional analysis.
Intermediate Level of Proficiency in User story development and backlog management.
Intermediate Level of Proficiency in Quality assurance, UAT coordination, and test planning.
Intermediate Level of Proficiency in CMDB, IT Asset Management (ITAM), Hardware Asset Management (HAM), and Software Asset Management (SAM) concepts.
Intermediate Level of Proficiency in Reporting and dashboard development.
Experience working with ServiceNow as a Business Systems Analyst is strongly preferred.
Experience supporting ServiceNow ITSM, ITOM, CMDB, Asset Management, Discovery, or Service Mapping initiatives is considered an asset.
Experience with Power BI, Visio, Lucidchart, or similar process-mapping and reporting tools is preferred.

Nice To Haves

Experience supporting ServiceNow ITSM, ITOM, CMDB, Asset Management, Discovery, or Service Mapping initiatives
Experience with Power BI, Visio, Lucidchart, or similar process-mapping and reporting tools

Responsibilities

Elicits, documents, and analyzes business requirements to ensure solutions and initiatives achieve expected business outcomes.
Serves as the primary Business Systems Analyst supporting the ServiceNow platform and associated enhancement backlog.
Facilitates requirements gathering sessions, stakeholder workshops, backlog reviews, and project meetings.
Partners closely with ServiceNow developers to ensure solutions align with business requirements and organizational objectives.
Translates business requirements into business requirement documents (BRDs), functional requirements, user stories, acceptance criteria, and process documentation.
Manages and maintains the ServiceNow development backlog, ensuring requests are prioritized, tracked, and progressed through the delivery lifecycle.
Coordinates with stakeholders to validate requirements, obtain approvals, and manage solution sign-offs.
Builds test cases and supports User Acceptance Testing (UAT) activities to validate business requirements and deployment readiness.
Supports quality assurance activities and provides deployment sign-off documentation for production implementations.
Creates and coordinates change requests required for production deployments and release activities.
Develops process flows, RACI matrices, workflow diagrams, and other project artifacts using tools such as Visio or Lucidchart.
Analyzes data and produces insights, reports, and recommendations to support decision making and process improvements.
Collaborates with teams responsible for Configuration Management Database (CMDB), Hardware Asset Management (HAM), Software Asset Management (SAM), Discovery, and Service Mapping initiatives.
Assists with reporting and dashboard development utilizing Excel, Power BI, and ServiceNow reporting capabilities.
Works independently and regularly handles non-routine situations while managing multiple priorities.
Broader work or accountabilities may be assigned as needed.