ServiceNow Business Analyst

We are seeking a highly accomplished ServiceNow Business Analyst for an enterprise-level contract opportunity based in Toronto. In this role, you will take on a premier analytical capacity within the IT Asset Management (ITAM) and Service Management streams, serving as the central liaison between cross-functional business stakeholders and dedicated technical engineering squads.

As a senior analyst, you will bridge the gap between procurement workflows, corporate compliance mandates, and cloud platform capabilities. Operating within a hybrid work model, you will drive the elicitation, analysis, and structured documentation of functional requirements to enhance Contract Management, Software Asset Management (SAM), and Hardware Asset Management (HAM) processes. This position demands an expert who can seamlessly translate complex asset lifecycles into scalable platform configurations, leverage Agile best practices, and deliver user-centric solutions that maximize asset governance, software compliance, and operational efficiency.

Location: Toronto, ON

Assignment Type: Hybrid (3 days a week in-office)

Contract Duration: 1 year

Advantages
High-Impact Scope: Shape enterprise-tier ServiceNow configurations across HAM, SAM, and complex Contract Management frameworks.

Process Automation Ownership: Drive the design of automated workflows for contract lifecycles, asset tracking, renewals, and compliance reporting.

Agile Integration: Take deep operational ownership of feature backlogs, user story engineering, and sprint ceremonies utilizing modern platform boards.

Strategic Visibility: Lead interactive workshops, discover system inefficiencies, and author blueprints directly impacting corporate governance.

Responsibilities
Requirements Engineering & Elicitation: Lead collaborative discovery workshops, user interviews, and focus groups with business units, procurement, and compliance teams to capture comprehensive functional and non-functional requirements.

Agile Story Construction: Translate abstract operational business needs into highly structured user stories complete with explicit acceptance criteria, aligning strictly with Agile best practices.

Lifecycle Process Blueprinting: Map, analyze, and document comprehensive AS-IS and TO-BE process flows detailing complete contract, hardware, and software asset lifecycles from intake through retirement.

Automation Assessment: Diagnose system gaps and inefficiencies to recommend scalable automation opportunities, including automated contract triggers, renewal tracking, and asset-to-contract relationships.

Backlog Governance: Support product ownership activities by managing, grooming, and prioritizing the sprint backlog for contract, software, and hardware asset features.

Cross-Functional Collaboration: Partner closely with platform developers, quality assurance testers, and solution architects to ensure high-quality software delivery and feature validation.

Stakeholder Management: Act as the primary point of contact for diverse business segments, facilitating technical status updates, product demonstrations, and sprint review sessions to align expectations with the roadmap.

Rollout Documentation: Develop polished end-user frameworks, standard operating procedures (SOPs), comprehensive training guides, and communication plans to support platform rollouts.

Analytics & Executive Reporting: Prepare, analyze, and present data requirements, executive summaries, status dashboards, and metrics outlining project milestones, dependency constraints, and risk mitigation strategies.

UAT & Quality Support: Construct clear user acceptance testing (UAT) plans, design realistic data scenarios, and support functional testing teams during validation cycles.

Qualifications
Core Requirements
Professional BA Tenure: 5+ years of progressive experience operating as a Business Analyst delivering IT solutions on major asset management, procurement, contract management, or cloud platform projects.

ServiceNow Domain Depth: 2 to 3 years of dedicated hands-on experience specifying, implementing, or optimizing ServiceNow Contract Management, Asset Management, ITSM, or ITOM environments.

Asset Lifecycle Expertise: Comprehensive structural knowledge of contract lifecycle processes, procurement workflows, vendor management, hardware lifecycles, and software licensing compliance rules.

Agile Methodology Fluency: Proven experience successfully delivering software within structured Agile/Scrum environments, with preferred proficiency using the ServiceNow Agile Board.

Technical Interface Skills: Advanced analytical capabilities to translate business metrics into technical designs, coupled with outstanding process mapping skills to evaluate complex system linkages.

Assets & Preferred Capabilities
Ecosystem Tooling Knowledge: Foundational familiarity with Configuration Management Databases (CMDB), stockroom operations, and automated asset discovery integrations.

Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, Supply Chain/Procurement, or a related quantitative field. An MBA or Master’s in Information Systems is preferred but optional.

Certifications (Beneficial but Optional):

Platform: Certified System Administrator (CSA), ITIL 4 Foundation, or Certified Implementation Specialist (CIS-HAM / CIS-ITAM).

Business Analysis/Agile: CBAP (IIBA), PMI-PBA, PMI-ACP, CSPO, or SAFe designations.

Interpersonal & Soft Skills
Communication Excellence: Exceptional written and verbal communication skills, demonstrating polished ease when interfacing with both engineering clusters and executive business partners.

Consensus Building: Strong negotiation, consultative facilitation, and conflict resolution skills to navigate competing priorities across IT, legal, finance, and operational teams.

Detail-Oriented Precision: A highly organized self-starter who manages parallel workstreams effectively and maintains a high standard for accuracy under fixed release timelines.

Summary
If you're interested in the ServiceNow Business Analyst role based in Toronto, we encourage you to apply online at www.randstad.ca. Only qualified candidates will be contacted for the next steps. We look forward to hearing from you!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.