IT Business Analyst (ServiceNow)

The IT Business Analyst role is to support the Business Applications team in the planning, design, development, and support of efficient business systems within core organizational functions and business processes. This includes gathering and analyzing data in support of business cases, proposed projects, and systems requirements. The IT Business Analyst – ServiceNow role is to provide timely and effective platform support, administration, maintenance, and continuous improvement of the ServiceNow platform. The role serves as the primary point of contact for ServiceNow users, providing functional and technical support while ensuring platform stability, data integrity, security compliance, and alignment with business objectives. This individual will apply proven communication, analytical, and problem-solving skills to help maximize the benefit of IT system investments and foster a culture of continuous learning, ensuring teams are equipped to maximize the value of the IT system investments.

Health and Safety:

• Having the authority and responsibility to maintain a safe and efficient working environment.
• Following Company health and safety standards and reporting any unsafe acts or conditions.

Strategy and Planning:

• Collaborate with business stakeholders, process owners, and leadership to identify opportunities to improve business processes through ServiceNow capabilities.
• Participate in the planning, design, testing, deployment, and continuous improvement of ServiceNow solutions and enhancements.
• Analyze support trends, recurring issues, and user feedback to recommend process improvements and platform optimizations.
• Assist in defining system requirements, configuration standards, governance controls, and support procedures.
• Contribute to ServiceNow roadmaps, upgrade planning, and adoption strategies for new modules and platform capabilities ensuring alignment with global business strategies, regional business goals and industry-specific requirements.
• Support organizational initiatives related to workflow automation, self-service enablement, AI-powered capabilities, and digital transformation.
• Participate in the evaluation and implementation of new ServiceNow features, releases, and platform enhancements.
• Ensure platform configurations align with enterprise architecture, security requirements, and IT governance standards.
• Advocate for the adoption and consistent usage of the ServiceNow across regions to enhance operational efficiency and reduce risks

Operations Management:

• Administer ServiceNow users, groups, roles, permissions, assignment groups, and access controls
• Configure and maintain forms, fields, notifications, workflows, business rules, reports, dashboards, catalogs, templates, and knowledge articles.
• Assist with testing, deployment, and migration of approved changes between development, test, and production environments.
• Support platform upgrades, patches, and release activities.
• Document support activities, issues, resolutions, platform changes, access updates, and knowledge gaps to improve repeatable support processes and strengthen the ServiceNow knowledge base for agents and end users.
• Work with vendors and third-party providers to manage system updates, integrations, and support services.
• Identify opportunities to streamline workflows and enhance user experience based on performance data and stakeholder feedback.
• Develop and maintain operational dashboards, KPIs, and reporting metrics.
• Analyze ticket volumes, SLA performance, backlog trends, and user adoption metrics.
• Follow established ITIL practices, change management procedures, and security standards when performing any changes to solutions.
• Ensure compliance with audit, access management, and segregation-of-duties requirements.
• Support periodic access reviews and platform governance activities.
• Other duties as required to support the IT Business Applications team.

Education

• Required: College diploma or university degree in Information Technology, Computer Science, Business Systems, Management Information Systems, Business Administration, or a related discipline.

• Certifications: ServiceNow Certified System Administrator (CSA), ITIL 4 Foundation Certification, ServiceNow Certified Application Developer (CAD), ServiceNow Implementation Specialist certifications (preferred), ServiceNow CSM certification or training (asset).

Work Experience

• Required: 3+ years’ hands-on experience in ServiceNow administration, configuration, or support experience.

Knowledge Required

• Experience supporting ITSM modules such as Incident, Request, Change, Problem, Knowledge, and Service Catalog.

• Experience working within structured IT service delivery and change management environments.

• Experience with testing, troubleshooting, issue resolution, and user support.

• Experience supporting SaaS platforms and cloud-based applications is preferred.

• Strong understanding of ServiceNow platform administration and configuration.

• Knowledge of ITIL processes and IT Service Management best practices.

• Understanding of ServiceNow modules including Incident Management, Request Management, Change Management, Problem Management, Service Catalog, Customer Service Management (CSM), Change Advisory Board (CAB) workbench.

• Understanding of JavaScript, REST and SOAP APIs, Integrations and middleware concepts, Automated Test Framework (ATF), Service Portal / Employee Center, AI capabilities.

• Demonstrated project management skills; Business Analysis and Project Management Fundamentals training or PMP designation considered an asset.

Personal Attributes

• Fluent English language skills.

• Excellent understanding of the organization’s goals and objectives.
• Flexible and adaptable in learning new technologies and solutions.
• Excellent analytical, mathematical, and creative problem-solving skills.
• Excellent written and oral communication skills.
• Excellent listening and interpersonal skills.
• Logical and efficient.
• Keen attention to detail.
• Ability to conduct research into systems issues and products as required.
• Ability to communicate ideas in both technical and user-friendly language.
• Highly self-motivated and directed.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.