Senior Business Analyst (10+ years) to support Enterprise Service Management initiatives using

Our public sector client is seeking a Senior Business Analyst (10+ years) to support Enterprise Service Management initiatives using ITSM/ESM processes and ServiceNow

This role supports an Enterprise Service Management (ESM) project within a public sector environment. The position focuses on stakeholder needs assessment, business analysis activities, and process evaluation across multiple business lines using ITSM/ESM practices and ServiceNow. The work includes intake, workflow, service catalogue, and case management analysis supporting enterprise service delivery initiatives.

Contract, Remote

Must Haves

• 10+ years in Business Analysis supporting enterprise initiatives
• Hands-on experience with ITSM/ESM platforms including ServiceNow, intake, workflow, service catalogue, and case management
• Stakeholder needs assessment across multiple business lines including elicitation, workshops, and requirements traceability
• Options analysis and cost-benefit input to business case development

Nice to Have

• Lean process mapping
• Current-state and future-state process mapping

Responsibilities

• Conduct stakeholder needs assessments across multiple business lines
• Facilitate elicitation sessions and workshops
• Document and maintain requirements traceability
• Perform options analysis for business initiatives
• Provide cost-benefit input into business cases
• Support intake, workflow, service catalogue, and case management analysis within ServiceNow