Senior Business Analyst – ITSM

Senior Business Analyst – ITSM (12 Month Contract)

Location : New Westminster, BC / Hybrid

Staffing Placement Opportunity

Overview

The Senior Business Analyst will support an IT Service Management (ITSM) replacement initiative within a large, complex organization. This role focuses on defining, documenting, and validating business and functional requirements to support the implementation of ServiceNow as the enterprise ITSM platform. The scope includes core ITSM and IT Asset Management (ITAM) modules such as Incident Management, Request Management, Problem Management, Change Management, Knowledge Management, Configuration Management (CMDB), Hardware Asset Management (HAM), Software Asset Management (SAM), and Service Catalog. The successful candidate will work closely with internal technical teams, external implementation partners, and a wide range of business stakeholders to ensure the solution aligns with organizational processes, IT service management standards, and long-term support strategies. In addition to requirements and process analysis, this role will contribute to testing, training, and change management activities to support a successful transition from a legacy ITSM platform to ServiceNow and ensure full adoption across the organization.

Responsibilities

• Reporting to a Senior Project Manager within a Project Management Office (PMO), the Senior Business Analyst will collaborate with senior staff, functional teams, and technical resources to deliver end-to-end business analysis services across multiple initiatives.
• Key Responsibilities Include, But Are Not Limited To

Business Needs Analysis

Gather and analyze requirements through interviews, workshops, document reviews, and process observations

Develop and maintain clear business, functional, and non-functional requirements

Collaborate with external vendors and service providers

Prepare analysis and briefing materials to support informed decision-making

Assist with work breakdown structures (WBS), risk and issue logs, schedules, and status reporting

Develop or support test strategies, scenarios, scripts, and use cases

Maintain a Requirements Traceability Matrix (RTM) from definition through implementation

Support development of communication plans, training materials, and knowledge documentation

Adhere to PMO methodologies, governance requirements, and reporting standards

Support or deliver training for business users, analysts, and system administrators

Act as a liaison between business and technical teams to clarify requirements and resolve issues

Create, maintain, and manage all project documentation including requirements, process maps, decision logs, test plans, training materials, and operational handover documents

Deliverables

Typical Deliverables May Include (but Are Not Limited To)

Required Knowledge & Experience

Nice To Have

Note : this is an opportunity with a Microserve client.

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