ServiceNow Business Analyst (Process)

Who We Are

Welcome to TELUS Digital where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences, all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

The Opportunity

As a ServiceNow Business Analyst with a focus on process and telecommunications experience, you will be instrumental in translating complex business needs into actionable user stories and functional requirements within the ServiceNow platform.

This role operates within a highly complex, domain-separated ServiceNow environment, integrating with a vast ecosystem of tools including AIOps platforms, monitoring solutions, and the TELUS DataHub. You will be key to ensuring that the ServiceNow platform is configured and implemented to meet strategic business objectives.

Responsibilities

• Requirements Analysis: Lead and facilitate requirement gathering workshops with stakeholders to identify, document, and analyze business needs, user pain points, and process gaps.
• Process Design & Mapping: Analyze current state (As-Is) processes and collaboratively design future state (To-Be) service delivery models. Document and finalize process flows, user journeys, and governance models (RACI).
• User Story & Backlog Management: Translate business requirements into clear, well-defined user stories and acceptance criteria. Maintain and prioritize the product backlog in collaboration with the project manager and technical team.
• Solution Design Collaboration: Work closely with solution architects to contribute to the high-level solution design, ensuring it aligns with business objectives, best practices, and the CSDM framework.
• CMDB & CSDM Focus: Apply a deep understanding of CMDB principles to guide the design of an adaptive CMDB. Contribute to strategies for service blueprints, data modeling, data sanitation, normalization, and reconciliation.
• Stakeholder Management: Act as a primary point of contact for business stakeholders, managing expectations, communicating project progress, and conducting "show and tell" sessions to review prototypes and configured solutions.
• Documentation & Knowledge Transfer: Create and deliver key project documentation, including user guides, admin guides, and training materials (when necessary). Participate in knowledge transfer sessions to ensure a smooth transition to support teams.
• Project Lifecycle Involvement: Actively participate in all phases of the project lifecycle, from initial strategy and design through execution, hypercare, and project closure.

Qualifications & Experience

• 3-5 years of experience as a Business Analyst working on ServiceNow platform implementations.
• Strong experience within the Telecommunications (Telco) industry is mandatory. Understanding of Telco-specific processes, challenges, and operational models is essential.
• Proven expertise in core ServiceNow modules, particularly ITSM and CMDB.
• Demonstrated knowledge of and experience applying the Common Service Data Model (CSDM) framework.
• Proficiency in Agile/Scrum methodologies, including writing user stories, managing backlogs, and participating in sprint ceremonies.
• Excellent workshop facilitation and stakeholder management skills, with the ability to engage both technical and non-technical audiences.
• Strong analytical and problem-solving skills, with experience in process mapping, gap analysis, and business case development.
• Exceptional written and verbal communication skills.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) in ITSM or another relevant module.
• Familiarity with Telco-specific frameworks like eTOM/TM Forum.
• Experience with data migration, integration projects, and building reports/dashboards in ServiceNow.
• Experience working in a consulting environment.
• Bilingual proficiency in English and French is highly desirable.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.

For more information on how we use your information, see our .

What We'll Offer

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:

• Healthcare benefits - Medical, Vision, Dental
• Retirement Savings Matching
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• And more!

Sales Incentive Plan

This position is eligible for a Sales Incentive Plan. The range displayed is only the annual base salary. To maintain equity across the business, sales incentive plans are determined by job level, not individual circumstances.

Individual base salaries are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Salary bands are periodically reviewed and updated based on market changes, internal needs, and industry trends. To maintain pay equity for team members, TELUS Digital conducts regular compensation audits.

Annual Base Salary Range (Commission Eligible)$61,600—$77,000 CAD