Our client in the public sector is looking for a contract based Senior Business Analyst with expertise in ServiceNow ITSM workflows.
Location : Hybrid 2 - 3d / week downtown Ottawa
Duration : 5 months
Responsibilities
ServiceNow Implementation & Optimization : Collaborate with IT and business teams to identify opportunities for optimizing the ServiceNow platform.
Recommend and implement enhancements to improve system functionality, user experience, and operational efficiency.
ITSM Process Improvement : Analyze existing ITSM processes, such as Incident, Problem, Change, and Request Management, to identify areas for improvement.
Design and implement solutions that support ITSM best practices.
Requirement Gathering & Analysis : Engage with stakeholders to gather, document, and validate business and technical requirements for ServiceNow enhancements and related ITSM processes.
Ensure that requirements align with strategic goals and operational needs.
Solution Design & Documentation : Work closely with ServiceNow developers to design solutions that meet business requirements.
Document requirements, workflows, and solution designs to ensure transparency and support project goals.
Testing & Validation : Develop test cases and oversee testing to ensure ServiceNow enhancements meet quality and functionality standards.
Lead user acceptance testing (UAT) and validate implemented solutions to ensure they meet business needs.
Stakeholder Communication : Act as the liaison between IT and business stakeholders for all ServiceNow-related projects.
Provide regular updates, manage expectations, and facilitate communication to ensure project success.
Reporting & Metrics : Utilize ServiceNow reporting and analytics features to generate insights into ITSM performance. Track key performance indicators (KPIs) and provide reports that support data-driven decision-making.
Requirements :
- 5+ years of experience as a Business Analyst with a focus on ITSM and ServiceNow.
- Extensive knowledge of ServiceNow platform capabilities, including ITSM modules (Incident, Problem, Change, Request Management).
- Proven experience in optimizing ITSM processes and implementing ServiceNow solutions to enhance operational efficiency.
- Proficiency in business process analysis, requirement gathering, and documentation, with a strong ability to translate business needs into technical requirements.
- Excellent communication skills, with the ability to interact with stakeholders at all levels and facilitate discussions.
- ServiceNow Certified System Administrator or Certified Implementation Specialist certification is highly desirable.
- Security clearance : Enhanced Reliability and / or client security clearance
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