Business Analyst

LeverageTek Staffing Solutions; Ottawa; Remote; CAD 80,000 - 110,000; Full time

Job summary

A leading staffing solutions company is seeking a ServiceNow Business Analyst for a 5-month remote contract in Ottawa. The role involves working with stakeholders to optimize customer experience processes, configuring ServiceNow CSM modules, and ensuring successful deployment and user support.

Qualifications

• Minimum of 5 years of applied experience on the ServiceNow platform with focus on CSM.
• Appropriate ServiceNow certifications required.
• Experience supporting citizen development initiatives on the ServiceNow platform.

Responsibilities

• Gather and analyze business requirements across customer experience journeys.
• Lead workshops to define service desk and ticket management processes.
• Conduct user acceptance testing and provide training post-deployment.

Skills

Communication

Analytical Skills

Problem Solving

Education

Bachelor’s degree in Business Administration, Information Technology, or related field

Tools

Flow Designer

Workflow Data Fabric

Automation Center

Azure DevOps

Job description

LeverageTek is actively seeking a ServiceNow Business Analyst for a 5-month contract with it’s Ottawa based customer.

Work Location:

Remote

Security Clearance:

Enhanced Reliability

Key Tasks

• Collaborate with stakeholders to gather and analyze business requirements across customer experience journeys (e.g., onboarding, payments, claims, underwriting, customer management).
• Lead and facilitate workshops to define service desk and ticket management processes.
• Translate business needs into user stories, functional specifications, and workflow designs.
• Design and document catalog items, approvals, permissions, and process flows.
• Identify data sources and contribute to high-level data modeling.
• Configure and support ServiceNow CSM modules, leveraging Flow Designer, Workflow Data Fabric, and Automation Center.
• Conduct user acceptance testing (UAT) and support successful deployment of solutions.
• Provide training and post-deployment support to end-users.
• Collaborate with architecture owners and change management teams to align solutions with enterprise standards.

Key Qualifications

• Minimum of 5 years of applied experience on the ServiceNow platform, with a focus on CSM.
• Appropriate ServiceNow certifications.
• Excellent communication skills in English is a must

Other Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Proven experience as a Business Analyst in ServiceNow CSM.
• Excellent analytical and problem-solving skills.
• Strong understanding of configuration vs. customization in ServiceNow.
• Experience with Flow Designer, Workflow Data Fabric, and Automation Center.
• Familiarity with Azure DevOps and Agile requirement management.
• Effective communication and interpersonal skills.
• Ability to work independently and manage competing priorities.
• Experience supporting or enabling citizen development initiatives on the ServiceNow platform.

About LeverageTek Staffing Solutions

Founded in 2003, LeverageTek provides end-to-end, cross-functional staffing solutions throughout North America. We are a trusted partner to leading private and public sector organizations and experts in talent solutions that create optimal business outcomes.

Don’t let our name fool you. Our roots are in technology, but we are also a proven leader in accounting and finance, sales and marketing, human resources, supply chain, and legal talent acquisition. We offer contract and permanent staffing, executive search, talent mapping, management consultancy, and contractor payroll management.

LeverageTek is an equal opportunity employer. We offer a welcoming and inclusive environment in service to one another, our customers, the candidates we represent, and the diverse communities we call home. We do all of this with kindness, empathy, and respect for each other. LeverageTek is committed to employment equity and creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, religion, gender, national origin, age, disability, and marital status.

Accessibility accommodations are available upon request