Lead Analyst, Business Applications – ServiceNow (T & I) (Telework/Hybrid)

CBC/Radio-Canada•Montreal, QC

1d•Hybrid

About The Position

Behind the scenes, but ahead of the curve: help us develop the next-generation public service media organization. Technology & Infrastructure (T&I) is the backbone and the future-forward arm of CBC/Radio-Canada. Our purpose is to constantly innovate to evolve and maintain the Corporation’s technology and infrastructure. We are the people that make stuff work. We make connections between media content, systems, people and places. We are the space in between. A place with purpose. CBC/Radio-Canada has always been a highly regarded pioneer of media technology — not just in Canada but around the world. Today, we are transforming ourselves into a modern and agile public service media organization. Technology is the driving force, and we are the team making it happen. This is a hybrid position with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines.

Requirements

Bachelor’s degree or Master’s Degree in Business Administration, Information Systems, Computer Science, Software Engineering, or equivalent.
5+ years of cross-functional experience as a Business or Systems Analyst.
3+ years of in-depth, hands-on experience with ServiceNow platform administration and architecture.
Extensive knowledge of ServiceNow modules (ITSM, CMDB, Discovery).
Strong experience with Web Services, REST API, XML, XSLT, JSON, and JavaScript.
Proven experience in software integration principles, specifically with Oracle Fusion and/or Workday.
Proven ability to coach team members and manage workload priorities in a fast-paced environment.
Exceptional problem-solving, troubleshooting, and analytical skills with high attention to detail.
Strong oral and written communication skills to effectively convey technical issues to senior stakeholders and service providers.
Excellent communication skills in both English and French (written and spoken).

Nice To Haves

ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD).
Certification in project management such as Scrum or Agile.
Proficiency in requirements management and BPM tools (e.g., Signavio, Lucid Chart, Jira).

Responsibilities

Provide support, assistance, guidance, and coaching to all analysts on the team to ensure high-quality deliverables.
Manage the analyst team’s workload based on requirements, priorities, and availability, including providing priority direction to the Scrum Master and developers.
In collaboration with the Senior Manager, ensure that ServiceNow solutions and roadmaps are aligned with the entire Legal, P&C / SSC portfolio.
Lead and participate in scrum ceremonies, ensuring the technical team is aligned with business priorities.
Serve as the primary ServiceNow subject matter expert, specializing in platform architecture, automated workflows, and complex module configurations (ITSM).
Lead high-level solution design activities, including complex requirements gathering, system analysis, and designing technical solutions that follow "out-of-the-box" best practices.
Lead the design and modification of integrations between ServiceNow and enterprise systems, with a specific focus on Oracle Fusion and Workday.
Lead and coordinate all solution testing activities, including regression tests, unit tests, and user acceptance tests (UAT).
Handle third-level (Tier 3) escalations with vendors and internal teams to resolve the most complex technical issues.
Set the standard for and develop comprehensive solution documents, including process maps, functional requirements, and technical procedures using flowcharts and BPM tools.
Ensure the long-term health, security, and performance of the ServiceNow instances, monitoring compliance and platform governance.