ServiceNow Business Analyst

Are you a ServiceNow Business Analyst looking for a new opportunity?
Are you looking for a new contract opportunity?

We are pleased to offer you a new contract opportunity for you to consider: ServiceNow Business Analyst.

-Start: ASAP
-Estimated length: 12 months.
-Location: Toronto.
-Hybrid role.



Advantages
- You will have an opportunity to work with a leading employer in the local market.

- Potential for extension.



Responsibilities
- Lead workshops and interviews with business units, procurement, ITAM, and compliance teams to capture current state SAM processes and pain points.
- Drive the vision and discovery process to establish a comprehensive Software Entitlement Strategy within ServiceNow SAM Pro, ensuring alignment with organizational compliance standards and optimization objectives.
- Integrate ServiceNow SAM Pro processes with enterprise Asset Management policy and champion stakeholder engagement through targeted training sessions, interactive workshops, and strategic communication to promote governance and operational excellence.
- Translate business needs into clear user stories with acceptance criteria in line with Agile best practices and SAM objectives.
- Act as the main point of contact for business stakeholders, ensuring expectations are managed and aligned with the project roadmap.
- Facilitate regular status updates, demo sessions, and backlog prioritization meetings.
- Navigate competing priorities across IT, procurement, audit/compliance, and asset owners.
- Support product owner in backlog grooming, sprint planning, and prioritization of SAM features.
- Collaborate with developers, testers, and platform owners to ensure timely and quality delivery.
- Participate in daily stand-ups, retrospectives, and sprint reviews.
- Document AS-IS and TO-BE process flows for the asset lifecycle, from request to retirement.
- Identify gaps, inefficiencies, and opportunities for automation using ServiceNow SAM Pro features.
- Recommend solutions aligned with industry best practices and ServiceNow capabilities.
- Develop user guides, SOPs, training materials, and communication plans for rollout and adoption of SAM Processes.
- Prepare and present reports, status updates, and executive summaries.
- Ensure clarity, consistency, and traceability of all documentation, requirements, and user stories across the SAM program.



Qualifications
- Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
- 5+ years of experience as a Business Analyst in IT projects preferred in Asset Management.
- 2–3 years of experience in ServiceNow Processes, preferably in Asset Management, ITSM/ITOM implementations.
- Strong track record in stakeholder engagement, process reengineering, and delivering platform-based solutions.
- Experience in mapping AS-IS manual Processes and creating a Target State within ServiceNow landscape.
- Lead the vision and discovery for defining the ServiceNow Software Entitlement Strategy within ServiceNow SAM Pro, ensuring alignment with organizational compliance and optimization goals.
- Drive SAM Pro implementation and process design, covering software discovery, normalization, reconciliation, and compliance reporting for accurate license management.
- Collaborate with cross-functional teams (IT, procurement, finance, and vendors) to manage entitlements, mitigate compliance risks, and identify cost-saving opportunities through effective license utilization.
- Align SAM Pro processes with overall Asset Management policies and influence stakeholder adoption through training sessions, workshops, and strategic communication, ensuring consistent governance and operational excellence.
- Strong analytical and problem-solving skills, with a keen attention to detail.
- Ability to work independently and manage multiple priorities in a fastpaced environment.

Certifications (Any one ore more preferred but optional):
- Certified System Administrator (CSA)
- ITIL 4 Foundation – Foundational knowledge of ITSM processes and service lifecycle
- Certified Implementation Specialist – Software Asset Management
- Certified Implementation Specialist – IT Asset Management (CIS–ITAM) – [Optional if involved in broader ITAM]
- Certified Business Analysis Professional (CBAP) – by IIBA
- PMI Professional in Business Analysis (PMI-PBA) – by PMI
- Agile Certified Practitioner (PMI-ACP) – by PMI
- Certified Scrum Product Owner (CSPO) – by Scrum Alliance
- SAFe Agilist or SAFe Practitioner – for scaled Agile environments



Summary
Do you have this experience? If you answer YES, then please apply IMMEDIATELY to so we can then discuss your experience and interest in this opportunity!

Randstad Technologies Group

Canada's largest provider of IT Staffing Solutions, offering hundreds of permanent and contract opportunities across all roles, levels and platforms. Our Web-based tools help you see and apply for jobs matched automatically to your skills and preferences. When you're ready to interview we meet with you in person to help you build the technology career path you've always wanted. Visit www.randstad.ca to get started!


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.