BSA-ITSM, Service Now, Process Automation

BSA-ITSM, Service Now, Process Automation

Location: Brampton - Hybrid (2-3 days from Office)

Keywords: Excel, Pivot Table, Service Now workflow, Process Automation, diagramming tools (Visio, UML, Lucid chart)

Role Description:

We are seeking a highly skilled and motivated Senior Business Systems Analyst (BSA) to join our team. The ideal candidate will bring strong analytical capabilities, deep experience in business analysis, workflow design, and process optimization. This role serves as a key liaison between business stakeholders and technology teams, ensuring that system enhancements and process improvements are aligned with business goals.

1. Business Analysis & Requirements Gathering

• Analyze business requirements and translate them into clear functional specifications and system designs.

• Conduct workshops, stakeholder interviews, and requirement gathering sessions to capture business needs.

• Ensure requirements traceability through the full project lifecycle.

2. Documentation & Process Mapping

• Create and maintain detailed documentation including:

o Business process maps

o System diagrams

o Functional specifications

o User manuals and SOPs

• Use diagramming tools (Visio, UML, Lucidchart) to develop flowcharts, workflow diagrams, and system architecture visuals.

3. Workflow Design & ServiceNow Support

• Design, build, and enhance ServiceNow workflows to streamline processes and improve service delivery.

• Support ServiceNow configuration efforts related to process automation and workflow optimization.

4. Data Analysis & Excel Expertise

• Perform data analysis using Microsoft Excel, including:

o PivotTables

o Macros

o Advanced formulas (e.g., VLOOKUP, XLOOKUP)

• Analyze datasets to identify trends, issues, and insights that inform business decisions.

5. Project Collaboration & Tools

• Work closely with cross functional teams including IT, business units, and project managers.

• Use JIRA for project tracking, including creating dashboards, managing tickets, and applying basic JQL queries for reporting.

• Participate in project activities such as requirements validation, testing, and solution walkthroughs.

6. Training & End User Support

• Provide user training and support for newly introduced workflows, enhancements, or systems.

• Develop training materials where needed and facilitate knowledge transfer sessions.

7. Testing & Quality Assurance

• Support testing activities including functional testing, regression testing, UAT coordination, and validation of system changes.

• Ensure solutions meet documented business and functional requirements.

________________________________________

Required Qualifications

• Proven experience as a Business Systems Analyst or in a related business analysis role.

• Strong proficiency in Microsoft Excel including:

o Pivot tables

o Macros

o Advanced formulas (VLOOKUP, XLOOKUP)

• Hands on experience with diagramming tools such as Visio, UML, or Lucidchart.

• Experience working with ServiceNow, including workflow development and process automation.

• Working knowledge of JIRA, including dashboard creation, ticket lifecycle management, and basic familiarity with JQL.

• Strong analytical and problem solving abilities, with excellent attention to detail.

• Strong communication and interpersonal skills; able to collaborate effectively across teams and present information clearly.