Intermediate ServiceNow Business Analyst

Newport Williams; Vaughan; On-site; CAD 90,000 - 120,000; Full time

Job summary

Newport Williams is seeking an Intermediate ServiceNow Business Analyst for a full-time permanent role in Vaughan, Canada. You will support, configure, and enhance our client's ITSM platform in a structured ITIL-aligned environment to shape how IT services are delivered across the business.

Responsibilities include administering core ServiceNow ITSM modules, supporting CSM, testing and troubleshooting, building integrations via REST/SOAP, and leveraging ATF to ensure stable releases while

Qualifications

• Experience with ServiceNow administration and configuration.
• Solid knowledge of ITIL processes and ITSM best practices.
• Experience in formal IT service delivery and change management environments.

Responsibilities

• Administer, configure, and support core ServiceNow ITSM modules: Incident, Request, Change, Problem, Knowledge, and Service Catalog.
• Support Customer Service Management (CSM) and the Change Advisory Board (CAB) Workbench.
• Test, troubleshoot, and resolve platform issues and provide hands-on user support.
• Build and maintain integrations using REST/SOAP APIs and middleware.
• Use the Automated Test Framework (ATF) to keep releases stable and reliable.
• Improve the user experience through Service Portal / Employee Center.
• Explore and apply ServiceNow AI capabilities.
• Take on project and business analysis tasks from requirements to delivery.

Skills

ServiceNow admin

ITIL ITSM

Business analysis

Project management

REST/SOAP APIs

Education

PMP designation

BA/PM training

Tools

ServiceNow

Job description

Our Vaughan client is need of an Intermediate ServiceNow Business analyst for a full time permanent position.

Are you a ServiceNow pro who loves building smooth, reliable IT service delivery? The successful candidate will support, configure, and improve our client's ITSM platform. You’ll work in a structured, ITIL-aligned environment and help shape how IT services get delivered across the business.

What you’ll do

• Administer, configure, and support core ServiceNow ITSM modules: Incident, Request, Change, Problem, Knowledge, and Service Catalog
• Support Customer Service Management (CSM) and the Change Advisory Board (CAB) Workbench
• Test, troubleshoot, and resolve platform issues, and provide hands-on user support
• Build and maintain integrations using REST/SOAP APIs and middleware
• Use the Automated Test Framework (ATF) to keep releases stable and reliable
• Improve the user experience through Service Portal / Employee Center
• Explore and put ServiceNow AI capabilities to work
• Take on project and business analysis work, from gathering requirements to delivering results

What you bring

• Strong hands-on experience with ServiceNow administration and configuration
• Solid working knowledge of ITIL processes and ITSM best practices
• Experience working in formal IT service delivery and change management environments
• Experience supporting SaaS and cloud-based applications (preferred)

Nice to have

• PMP designation, or training in Business Analysis or Project Management fundamentals
• ServiceNow certifications (CSA, CIS-ITSM)