Business System Analyst-ServiceNow

Application Deadline: 08/23/2026 Address: 250 Yonge Street Job Family Group: Technology

Job Description

Investigates and identifies strategies to optimize business operations and services and inform business decisions. Defines business requirements to support technology solutions and operational processes within the ServiceNow platform through stakeholder engagement, business analysis, process documentation, and collaboration with technical teams. Elicits, documents, and analyzes business requirements to ensure solutions and initiatives achieve expected business outcomes. Serves as the primary Business Systems Analyst supporting the ServiceNow platform and associated enhancement backlog. Facilitates requirements gathering sessions, stakeholder workshops, backlog reviews, and project meetings. Partners closely with ServiceNow developers to ensure solutions align with business requirements and organizational objectives. Translates business requirements into business requirement documents (BRDs), functional requirements, user stories, acceptance criteria, and process documentation. Manages and maintains the ServiceNow development backlog, ensuring requests are prioritized, tracked, and progressed through the delivery lifecycle. Coordinates with stakeholders to validate requirements, obtain approvals, and manage solution sign-offs. Builds test cases and supports User Acceptance Testing (UAT) activities to validate business requirements and deployment readiness. Supports quality assurance activities and provides deployment sign-off documentation for production implementations. Creates and coordinates change requests required for production deployments and release activities. Develops process flows, RACI matrices, workflow diagrams, and other project artifacts using tools such as Visio or Lucidchart. Analyzes data and produces insights, reports, and recommendations to support decision making and process improvements. Collaborates with teams responsible for Configuration Management Database (CMDB), Hardware Asset Management (HAM), Software Asset Management (SAM), Discovery, and Service Mapping initiatives. Assists with reporting and dashboard development utilizing Excel, Power BI, and ServiceNow reporting capabilities. Works independently and regularly handles non-routine situations while managing multiple priorities. Broader work or accountabilities may be assigned as needed.

Qualifications

Qualifications Typically 5-7 years of relevant experience and post-secondary education in Business, Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience

• Agile and Kanban delivery methodologies.
• Data analysis and reporting.
• Learning agility.
• Microsoft Excel.
• Process documentation and workflow mapping.
• Stakeholder analysis and relationship management.
• Process improvement and optimization.
• Business process analysis.
• Change management and release coordination.
• ServiceNow platform knowledge and experience.
• Application functional design.
• Functional analysis.
• User story development and backlog management.
• Quality assurance, UAT coordination, and test planning.
• CMDB, IT Asset Management (ITAM), Hardware Asset Management (HAM), and Software Asset Management (SAM) concepts.
• Reporting and dashboard development.

Experience working with ServiceNow as a Business Systems Analyst is strongly preferred. Experience supporting ServiceNow ITSM, ITOM, CMDB, Asset Management, Discovery, or Service Mapping initiatives is considered an asset. Experience with Power BI, Visio, Lucidchart, or similar process-mapping and reporting tools is preferred.

Salary and Working Model

Hybrid work model requiring attendance in the Toronto office three days per week. Salary: $75,900.00 - $141,900.00 Pay Type: Salaried. The above represents AIR MILES' pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents AIR MILES' expected target for the first year in this position. AIR MILES' total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. AIR MILES also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

The AIR MILES Reward Program is one of Canada's most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly-owned subsidiary of the Bank of Montreal (BMO). BMO is Canada's oldest bank and the 8th largest in North America with more than 12 million customers globally. As a member of the AIR MILES team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset. To find out more visit us at https://bmo.wd3.myworkdayjobs.com/en-US/External-AIR-MILES. AIR MILES is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Additional Information

We're proud to be fueling growth and expanding possibilities for individuals, families and businesses. More than 12 million customers count on us for personal and commercial banking, wealth management and investment services. As the 8th largest bank in North America by assets, we provide personal and commercial banking, wealth management and investment services to more than 12 million customers. In Canada, the United States and across the globe, we'll continue to build, invest and transform to drive performance that serves the good that grows.

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