ServiceNow Analyst

Role and Responsibilities

Your Role & Main Responsibilities

Be an active member of the technology business transformation.

• Collaborate with business stakeholders to elicit, analyze, validate, and document business requirements related to ServiceNow platform enhancements, customizations, and integrations.
• Coalesce with technical teams to design effective solutions on the ServiceNow platform that meet business objectives, considering best practices, scalability, and efficiency.
• Identify opportunities for process optimization and automation within ServiceNow, conducting gap analyses and recommending enhancements to streamline workflows and improve overall efficiency.
• Develop and execute test plans, test cases, and test scripts to validate ServiceNow solutions, ensuring they meet quality standards and business requirements
• Create comprehensive documentation including functional specifications, process flows, technical design documents, and user guides to support ServiceNow implementations and ongoing maintenance.
• Provide training and support to end-users to facilitate the adoption of new ServiceNow functionalities, ensuring that users are equipped with the knowledge and resources to effectively utilize the platform.
• Stay updated on emerging ServiceNow technologies, features and industry trends, providing recommendations for continuous improvement and innovation.
• Design and document ServiceNow solutions, including configuration, customization, and integrations, to meet business needs and objectives.
• Provide support to project managers in planning, scheduling, and executing ServiceNow projects, ensuring timely delivery and successful implementation.
• Analyze existing business processes and workflows to identify areas for improvement, automation, and optimization within the ServiceNow platform.

Be an inspirational and motivational colleague

• Share knowledge with team members & participate in various learning-sharing activities
• Contribute to the collaborative and stimulating work environment
• Be a change agent & Agile mindset promoter

Your Qualifications

• Strong oral and written communication skills in English - bilingual (English / French) preferred
• Results-oriented with great team spirit, leadership, and motivation skills
• Autonomous comfortable exercising independent judgment in performing job duties
• Ability to interface with Business Stakeholders (Business Unit and stakeholders) at all levels.
• Adaptable adaptable to evolving technologies, methodologies, and project requirements within the dynamic IT landscape.
• A bachelor’s degree or relevant industry experience.
• Minimum of 4 years of experience as a Business Analyst.
• Minimum of 2 years of experience as a ServiceNow Business Analyst.
• ServiceNow certifications such as Certified System Administrator.
• In-depth understanding of ITIL framework and best practices.
• Good knowledge and experience of ITSM, SecOps, and ITAM processes.
• Experience with ServiceNow modules such as Asset Management, Incident Management, CMDB, and Vulnerability Response
• Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
• Proven track record of successfully delivering ServiceNow projects on time and within budget.

Position Type

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.