Business Analyst

Randstad Digital; Toronto; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

An innovative firm is seeking a skilled Business Analyst to join their team for a hybrid role focused on ServiceNow ITOM and Service Mapping. This position involves collaborating with stakeholders to gather and analyze business requirements, translating them into technical specifications, and supporting the design and implementation of ITOM modules. The ideal candidate will have extensive experience in ServiceNow implementations, particularly in ITOM, and possess strong analytical and communication skills. Join a dynamic environment where your contributions will drive continuous improvement and enhance IT services.

Qualifications

• 5+ years of experience as a Business Analyst in ServiceNow implementations.
• Strong understanding of ServiceNow CMDB and ITOM capabilities.
• Excellent communication and analytical skills.

Responsibilities

• Gather and analyze business requirements for ITOM and Service Mapping.
• Collaborate with stakeholders to design solutions using ServiceNow.
• Document and manage business, functional, and technical requirements.

Skills

Business Analysis

ServiceNow ITOM

Service Mapping

CMDB

Discovery

ITIL Processes

Analytical Skills

Communication Skills

Problem-Solving Skills

Tools

ServiceNow

Job description

BA / BSA ServiceNow (Contract Position)

Number of Positions: 1 Duration: 6 months

Location: Toronto, ON, CA, or other locations where this is an office of the client

Must be eligible to work in Canada

Hybrid role, must be 2-3d/w onsite in an office of the client

Roles and responsibilities:

To work on ITOM and Service Mapping, work closely with stakeholders to gather and analyze business requirements, translate them into technical specifications, and support the design and implementation of ITOM modules, particularly Service Mapping. This role requires deep knowledge of ServiceNow platform capabilities and a strong understanding of infrastructure, applications, and services.

Collaborate with business and IT stakeholders to understand requirements and identify opportunities for leveraging ServiceNow ITOM capabilities.

Analyze current processes and design solutions using Service Mapping, Discovery, and other ITOM modules.

Document and manage business, functional, and technical requirements.

Work with ServiceNow developers and architects to translate business needs into technical specifications.

Lead workshops and working sessions to gather requirements and present solutions.

Ensure proper integration of Service Mapping with CMDB and other ITSM/ITOM processes.

Create user stories, test cases, and support UAT activities.

Maintain documentation and provide training and knowledge transfer as needed.

Support continuous improvement of ServiceNow ITOM processes and configurations.

Must have skills/experience/quantifications

A minimum of 5yrs of the following:

Proven experience as a Business Analyst in ServiceNow implementations, specifically in ITOM and Service Mapping.

Strong understanding of ServiceNow CMDB, Discovery, and dependency mapping.

Familiarity with ITIL processes and how they integrate with ServiceNow.

Experience with infrastructure, networking concepts, and application topologies.

Excellent communication, analytical, and problem-solving skills.

Ability to work effectively with technical and non-technical stakeholders.

Nice to haves:

ServiceNow Certified System Administrator (CSA) or higher certifications.

Experience in enterprise environments or large-scale ServiceNow deployments.

Background in IT infrastructure or operations is a plus.