Lead Business Analyst

TechDoQuest; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

InsuranceCorp is seeking a skilled ServiceNow Business Analyst to join our team in Toronto. The ideal candidate will have a strong ITSM background and a proven track record implementing and managing ServiceNow solutions, including ITOM, CMDB/CSDM, Employee Center, SPM, and Service Portal.

You will work closely with stakeholders to gather requirements, analyze needs, and ensure successful delivery of ServiceNow products.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5–7 years of experience as a Business Analyst with ServiceNow.
• ServiceNow certifications (e.g., Certified System Administrator, ITSM, ITOM) are a plus.

Responsibilities

• Collaborate with stakeholders to gather and document business requirements for ServiceNow implementations.
• Analyze and translate business needs into functional specifications for ServiceNow solutions.
• Configure and customize ServiceNow applications, including ITSM, ITOM, and Service Portal.
• Manage the CMDB and ensure data integrity and compliance with CSDM standards.
• Develop and maintain integrations using REST API to connect ServiceNow with other systems.
• Provide support and training to end users on ServiceNow functionalities, including Employee Center and SPM.
• Utilize Now Assist to enhance user experience and streamline processes.
• Participate in testing and quality assurance activities to ensure successful deployment of ServiceNow solutions.
• Monitor and report on the performance of ServiceNow applications and recommend improvements.
• Stay updated on ServiceNow best practices and industry trends to drive continuous improvement.

Skills

Stakeholder communication

Analytical thinking

Requirements gathering

Team collaboration

Education

Bachelor's degree in CS/IT

Tools

ServiceNow ITSM

ITOM

CMDB/CSDM

Service Portal

Employee Center

REST API

Now Assist

Job description

We are seeking a skilled ServiceNow Business Analyst to join our team at InsuranceCorp. The ideal candidate will have a strong background in IT Service Management (ITSM) and a proven track record of implementing and managing ServiceNow solutions. This role requires a deep understanding of ITOM, CMDB/CSDM, Employee Center, SPM, Service Portal, REST API, and Now Assist. The successful candidate will work closely with stakeholders to gather requirements, analyze business needs, and ensure the effective delivery of ServiceNow products.

Responsibilities:

• Collaborate with stakeholders to gather and document business requirements for ServiceNow implementations.
• Analyze and translate business needs into functional specifications for ServiceNow solutions.
• Configure and customize ServiceNow applications, including ITSM, ITOM, and Service Portal.
• Manage the CMDB and ensure data integrity and compliance with CSDM standards.
• Develop and maintain integrations using REST API to connect ServiceNow with other systems.
• Provide support and training to end users on ServiceNow functionalities, including Employee Center and SPM.
• Utilize Now Assist to enhance user experience and streamline processes.
• Participate in testing and quality assurance activities to ensure successful deployment of ServiceNow solutions.
• Monitor and report on the performance of ServiceNow applications and recommend improvements.
• Stay updated on ServiceNow best practices and industry trends to drive continuous improvement.

Mandatory Skills:

• Proven experience with ServiceNow ITSM (must have).
• Strong knowledge of ITOM and CMDB/CSDM.
• Experience with Service Portal and Employee Center.
• Proficiency in developing integrations using REST API.
• Familiarity with ServiceNow Now Assist functionalities.

Preferred Skills:

• Experience in ServiceNow SPM (Service Portfolio Management).
• Knowledge of ITIL best practices and frameworks.
• Strong analytical and problem solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a team environment.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5 7 years of experience as a Business Analyst, specifically with ServiceNow.
• ServiceNow certifications (e.g., Certified System Administrator, ITSM, ITOM) are a plus.
• Proven track record of successful ServiceNow implementations and upgrades.