Business System Analyst-ServiceNow

BMO; Toronto; Hybrid; CAD 76,000 - 142,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO Financial Group is seeking a ServiceNow-focused Business Systems Analyst in Toronto on a salaried, hybrid schedule. You will lead requirements, manage the ServiceNow backlog, develop BRDs, user stories, and acceptance criteria, and drive tests and deployments across ITSM/ITOM domains.

The role emphasizes analytics, reporting, and stakeholder collaboration to optimize business outcomes. The ideal candidate has 5–7 years of experience, strong Excel and BI/reporting skills, and hands-on

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
• Foundational Level of Proficiency in Agile/Kanban
• Data analysis and reporting capabilities
• Learning agility and adaptability
• Proficiency with Microsoft Excel
• Process documentation and workflow mapping
• Intermediate Level of Proficiency in 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 and functional analysis
• User story development and backlog management
• Quality assurance, UAT coordination, and test planning
• CMDB/ITAM/HAM/SAM concepts
• Reporting and dashboard development
• Experience with Power BI, Visio, Lucidchart or similar tools
• Hybrid work model requiring attendance in Toronto office three days per week

Responsibilities

• Investigate and define strategies to optimize business operations and inform decisions
• Serve as the primary Business Systems Analyst for ServiceNow and backlog
• Facilitate requirements gathering sessions and workshops
• Collaborate with ServiceNow developers to align solutions with requirements
• Translate requirements into BRDs, functional specs, user stories and acceptance criteria
• Manage ServiceNow development backlog and prioritize requests
• Coordinate with stakeholders for validation, approvals and sign-offs
• Build test cases and support UAT and deployment readiness
• Support QA activities and provide deployment sign-off documentation
• Create and coordinate change requests for production deployments
• Develop process flows, RACI matrices, workflows using Visio or Lucidchart
• Analyze data to produce insights and recommendations for decision making
• Collaborate on CMDB, HAM, SAM, Discovery and Service Mapping initiatives
• Assist with reporting and dashboards using Excel, Power BI and ServiceNow reporting
• Work independently handling non-routine situations and multiple priorities
• Broader work or accountabilities may be assigned as needed

Skills

Foundational Level of Proficiency

Agile and Kanban

Data analysis

Excel

Process documentation

Stakeholder analysis

Communication

UAT coordination

Backlog management

ServiceNow

Power BI

Visio

Lucidchart

Education

Post-secondary education in Business/IT/CS or related field

Tools

Power BI

Visio

Lucidchart

Job description

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.

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

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

• Foundational Level of Proficiency
• Agile and Kanban delivery methodologies.
• Data analysis and reporting.
• Learning agility.
• Microsoft Excel.
• Process documentation and workflow mapping.
• Intermediate Level of Proficiency
• 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.
• 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 BMO Financial Group’s 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 BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s 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. BMO 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

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO 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://jobs.bmo.com/ca/en

BMO 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. To request accommodation, please contact your recruiter.

Note to Recruiters

BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.