Business Analyst - ServiceNow

Soroc Technology; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Soroc Technology in Toronto is seeking a seasoned Business Analyst – ServiceNow to translate business needs into functional specs for CMDB and ITSM workflows. You’ll collaborate with IT and business partners to drive ServiceNow enhancements, data quality, and governance.

Responsibilities include gathering requirements, mapping processes, supporting testing/UAT, and communicating findings to stakeholders. Hybrid work with onsite Mondays and the 2nd Friday each month under a 1-year renewable

Qualifications

• 5+ years of Business Analyst or Business Systems Analyst experience.
• 2+ years of hands-on ServiceNow experience.
• Strong communication with leadership, technical teams, and business partners.
• Understanding of CI classes, relationships, discovery, and data quality concepts.
• Ability to build clear documentation, process flows, and business cases.
• Comfort working with structured data.

Responsibilities

• Gather, document, and analyze business requirements related to CMDB, ITSM workflows, and ServiceNow enhancements.
• Collaborate with technical teams to translate business needs into functional specs.
• Support CMDB governance, data quality, and configuration item (CI) lifecycle processes.
• Assist with process mapping, gap analysis, and workflow improvements.
• Communicate updates, findings, and recommendations clearly to stakeholders.
• Support testing, validation, and UAT for ServiceNow changes.
• Help define standards and best practices related to ServiceNow data, CMDB structures, and ITSM processes.

Skills

Business Analysis

ServiceNow

Data quality

CMDB concepts

Documentation

Stakeholder communication

Tools

ServiceNow Discovery

Service Mapping

Job description

Job Title: Business Analyst – ServiceNow

Location: Toronto– Hybrid (Onsite: Every Monday and 2nd Friday of the month)

Contract Duration: 1 year (renewable)

Key Responsibilities:

• Gather, document, and analyze business requirements related to CMDB, ITSM workflows, and ServiceNow enhancements.
• Collaborate with technical teams to translate business needs into functional specs.
• Support CMDB governance, data quality, and configuration item (CI) lifecycle processes.
• Assist with process mapping, gap analysis, and workflow improvements.
• Communicate updates, findings, and recommendations clearly to both technical and non-technical stakeholders.
• Support testing, validation, and UAT for ServiceNow changes.
• Help define standards and best practices related to ServiceNow data, CMDB structures, and ITSM processes.

Must-Haves:

• 5+ years of Business Analyst or Business Systems Analyst experience.
• 2+ years of hands-on experience with ServiceNow
• Strong communication skills, able to interface with leadership, technical teams, and business partners.
• Understanding of CI classes, relationships, discovery, and data quality concepts.
• Ability to build clear documentation, process flows, and business cases.
• Strong analytical skills and comfort working with structured data.
• Ability to be onsite every Monday and 2nd Friday of each month.

Nice-to-Haves:

• Experience in financial services or large enterprise environments.
• CMDB or ITSM modules.
• Knowledge of ITIL processes (Incident, Change, Problem).
• Familiarity with ServiceNow Discovery or Service Mapping.