ITOM ServiceNow Business Analyst

Global Technical Talent; Toronto; Hybrid; CAD 125,000 - 150,000; Full time

Job summary

A leading staffing firm is seeking an experienced ITOM ServiceNow Business Analyst to ensure alignment between business stakeholders and technical teams. The role involves gathering requirements, developing documentation, and driving ITOM process improvements. Ideal candidates will have over 5 years in ServiceNow ITOM, extensive knowledge of Discovery and CMDB processes, and strong communication skills. This is a hybrid role based in Toronto offering competitive hourly rates.

Qualifications

• 5+ years as a Business Analyst in ServiceNow ITOM implementations.
• Deep expertise with Discovery, Service Mapping, Event Management, and CMDB.
• Strong experience translating requirements into actionable user stories.

Responsibilities

• Gather and translate business requirements into user stories and use cases.
• Ensure ITOM solutions align with Discovery, Service Mapping, Event Management, and CMDB processes.
• Monitor CMDB health and support CSDM alignment.

Skills

Business analysis for ServiceNow ITOM projects

Requirements gathering and story creation

ITOM governance and stakeholder communication

CMDB and CSDM best practices

Job description

ITOM ServiceNow Business Analyst

Alternate Job Titles:

• ServiceNow ITOM Business Analyst
• IT Operations Management Analyst
• CMDB & Service Mapping Business Analyst
• ServiceNow Process Improvement Specialist
• ITOM Discovery & Event Management Analyst

Location: Toronto, ON
Onsite Flexibility: Hybrid — 2 days onsite, 3 days remote (subject to change)

Contract Details

• Position Type: Contract
• Duration: ~6 months
• Start Date: As soon as possible
• Pay Rate: C$95 - C$105/Hr

Job Summary

We are seeking an experienced ITOM ServiceNow Business Analyst to act as the bridge between business stakeholders and technical teams. This role ensures seamless alignment across Discovery, Service Mapping, Event Management, and CMDB processes, driving ITOM process improvements and supporting organizational goals around sustainability, inclusivity, and innovation.

Key Responsibilities

• Gather and translate business requirements into user stories and use cases.
• Ensure ITOM solutions align with Discovery, Service Mapping, Event Management, and CMDB processes.
• Monitor CMDB health and support CSDM alignment.
• Collaborate with governance boards, technical teams, and business stakeholders.
• Develop documentation and validate requirements with cross-functional teams.
• Drive ITOM process improvements in alignment with organizational goals.

Required Experience

• 5+ years as a Business Analyst in ServiceNow ITOM implementations.
• Deep expertise with Discovery, Service Mapping, Event Management, and CMDB.
• Strong experience translating requirements into actionable user stories.
• Background in CMDB health management, CSDM alignment, and ITOM improvements.

Nice-to-Have Experience

• Proven ability to bridge communication between technical and business teams.
• Strong presentation and stakeholder engagement skills.

Required Skills

• Business analysis for ServiceNow ITOM projects
• Requirements gathering and story creation
• ITOM governance and stakeholder communication
• CMDB and CSDM best practices

Preferred Skills

• Strong facilitation and workshop leadership experience
• Knowledge of ITIL frameworks and ITOM governance

Additional Skills

• Excellent written and verbal communication
• Collaborative, team-first mindset
• Proactive problem-solving

About the Client

This organization embraces a mission-driven, sustainability-focused ethos, delivering integrated transit that enriches communities and fosters regional prosperity. With values such as serve with passion, think forward, and play as a team, the company emphasizes collaboration, equity, diversity, and inclusion while driving forward innovation and shared purpose.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. As a Native American-owned, economically disadvantaged corporation, we value diversity and inclusion. We support clients across finance, biotech, healthcare, retail, and technology in both the U.S. and Canada.

Job Number & Hashtags

Job Number: 25-26426 #gttca #LI-GTT #LI-Hybrid