ServiceNow Business Analyst

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

ServiceNow Business Analyst

Role Summary

The Business Analyst will support requirements discovery, process analysis, data mapping, stakeholder workshops, user story development, and UAT coordination for the Flexera to ServiceNow migration initiative. The role will act as a bridge between business stakeholders, technical teams, data migration teams, and ServiceNow delivery teams across ITAM, SAM, HAM, and CMDB workstreams.

Key Responsibilities

• Conduct stakeholder workshops to gather, document, and validate business, functional, migration, reporting, and operational requirements.
• Analyze current-state Flexera processes and data structures and support the definition of future-state ServiceNow processes.
• Create and maintain user stories, acceptance criteria, process flows, data mapping documents, functional design notes, and UAT scenarios.
• Coordinate with CMDB, SAM, HAM, integration, and project teams to clarify requirements, dependencies, data issues, and key decisions.
• Support data migration validation, reconciliation activities, test planning, UAT execution, defect triage, and business sign-off processes.
• Prepare project status inputs, meeting minutes, decision logs, requirements traceability matrices, and operational readiness documentation.
• Support training activities, knowledge transfer sessions, change impact assessments, and post-go-live hypercare activities.

Required Technical Skills

• Business analysis experience in ServiceNow, ITSM, ITAM, CMDB, or enterprise platform transformation initiatives.
• Strong experience in requirements gathering, stakeholder facilitation, process mapping, user story creation, and acceptance criteria definition.
• Understanding of ITAM, SAM, HAM, CMDB governance, asset lifecycle management, software licensing, and migration concepts.
• Experience supporting data mapping, UAT planning, defect triage, requirements traceability, and operational readiness documentation.Ability to translate business requirements into clear and concise functional specifications for ServiceNow delivery teams.

Preferred Skills

• Experience in Flexera to ServiceNow migration projects or ITAM/SAM/HAM migration initiatives.
• Experience working in banking, financial services, or other regulated enterprise environments.
• Experience defining reporting requirements, dashboards, data quality controls, and audit evidence documentation.

Required Certification

• ITIL 4 Foundation

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• Certified Business Analysis Professional (CBAP) or Certification of Capability in Business Analysis (CCBA)

Experience Requirements

• Hands‑on experience with ServiceNow implementation, configuration, migration, integration, testing, documentation, deployment, and hyper‑care support.
• Experience working in Agile/Scrum delivery environments.
• Experience in Flexera to ServiceNow migration projects is highly preferred.
• Experience working in banking, financial services, or large-scale enterprise transformation programs is preferred.

Salary Range

CA$ 90,000 - CA$ 110,000 Per Year

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodation during the recruitment and selection process, please inform Human Resources.

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