Lead Technical Business Analyst, Service Management Platforms, Cloud & Digital Workplace

CPP Investments; Toronto; Remote; CAD 90,000 - 120,000; Full time

Job summary

A leading investment organization in Toronto is seeking a Lead Business Analyst to enhance and optimize their ServiceNow platform. This role includes responsibilities like configuring technology solutions, facilitating requirements gathering, and ensuring deliverables meet business needs. The ideal candidate has 6+ years of experience in ServiceNow projects and strong communication skills. This is a full-time position that emphasizes engineering excellence and process improvement.

Qualifications

• 6 years of relevant experience as a Business Analyst on ServiceNow projects.
• At least 2 years in a lead or senior analyst capacity.
• Exceptional written and verbal communication skills.

Responsibilities

• Lead work focused on configuring technology solutions.
• Facilitate requirements gathering sessions and document expectations.
• Drive engineering excellence and influence improvements across teams.
• Liaise with engineers and business experts to document solution alternatives.
• Participate in process design meetings and ensure deliverables meet business needs.
• Lead user adoption and training efforts for new processes.

Skills

SQL

Agile

Business Analysis

Visio

Waterfall

Business Process Modeling

Requirements Gathering

User Acceptance Testing

Systems Analysis

Data Analysis Skills

Education

Undergraduate degree or college diploma in related field

Tools

ServiceNow modules (ITSM, ITOM, IRM, SecOps, HRSD)

Reporting tools (Performance Analytics dashboards)

Job description

The ServiceNow platform team within T&D partners closely with our business and IT stakeholders to design implement and continuously optimize our ServiceNow platform driving seamless standardized workflows across ServiceNow modulesincluding ITSM HRSD SecOps IRM ITOM and beyond to deliver consistent efficient service experiences firm-wide. Leveraging in-depth process expertise alongside ServiceNows best-practice configurations and tailored integrations this team accelerates delivery enhances transparency and drives scalable data-driven optimizations across the firm.

As a Lead Business Analyst you will lead work focused on configuring supporting and evolving end-to-end technology solutions. You will partner with business and technology departments to deliver strategic priorities and business outcomes.

Core Accountabilities :

• Facilitate requirements gathering sessions. Document and validate expectations with subject matter experts and drive the creation of strong system specifications that enable the development and / or acquisition of appropriate systems to meet business requirements.
• Drive engineering excellence and continuous improvement within the team and influence similar improvements across teams providing technical leadership and coaching. Help advance a shift-left approach to software validation coaching / coordinating across T&D to drive departmental improvement
• Buildcurrentandtarget stateprocess design flows identifying efficiencies and leveraging the capability of digital resources.
• Liaise with engineers solution architects and business subject matter experts to brainstorm and document innovative solution alternatives. Evaluate alternatives relative to business requirements and provide guidance that is rooted in solid subject matter expertise.
• Participate in process design meetings and translate outcomes into process documentation. Conduct process walkthroughs and validation with business subject matter experts. Document key risks mitigating controls performance measures cost drivers and business continuity plans for processes.
• Lead and participate in testing activities to ensure that the deliverables meet business requirements.
• Lead change management user adoption and training efforts for new processes or applications.
• Engage in production issue resolution including conducting root cause analysis by coordinating internally and externally.
• Translate business needs into functional specifications process flows and user stories for ServiceNow modules (e.g. ITSM ITOM CSM HRSD).
• Conduct impact analyses gap analyses and feasibility studies to recommend best-practice configurations and customizations.
• Design and build low-code / no-code service catalogs and flows using Catalog Builder Flow Designer and IntegrationHub to accelerate time-to-value.

Qualifications :

Undergraduate degree or college diploma in related field.

6 years of relevant experience as a Business Analyst on ServiceNow projects with at least 2 years in a lead or senior analyst capacity.

Proven process development skills and solid understanding of project life cycle and the capability to apply best practices knowledge to unique and dynamic situations.

Proven ability to liaise with business subject matters in gathering of business requirements (user stories use cases process maps).

Exceptional (written and verbal) communication skills and interpersonal skills

Strong proficiency in ServiceNow modules (ITSM ITOM IRM SecOps HRSD) and related tools (Flow Designer Service Portal).

Solid understanding of ITIL v3 / v4 processes and best practices.

ServiceNow Certified System Administrator (CSA) and ServiceNow ITSM Certified (CIS ITSM).

Experience with reporting tools (Performance Analytics dashboards).

Additional Information :

Visit our LinkedIn Career Page or Follow us on LinkedIn. #LI-KE1 #LI-Onsite

At CPP Investments we are committed to diversity and equitable access to employment opportunities based on ability.

We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.

Our Commitment to Inclusion and Diversity :

In addition to being dedicated to building a workforce that reflects diverse talent we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials accessible meeting rooms etc.) please let us know and we will work with you to meet your needs.

Disclaimer :

CPP Investments does not accept resumes from employment placement agencies head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or web-site will be considered unsolicited and will not be considered. CPP Investments will not pay any referral placement or other fee for the supply of such unsolicited resumes or information.

Remote Work : Employment Type :

Full-time

Key Skills

SQL,Agile,Business Analysis,Visio,Waterfall,Business Process Modeling,Requirements Gathering,User Acceptance Testing,Business requirements,SDLC,Systems Analysis,Data Analysis Skills

Experience : years

Vacancy : 1