Senior Business Analyst (ServiceNow)

Kyndryl; Ottawa; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Kyndryl is seeking a Senior Business Analyst (ServiceNow) for a hybrid Ottawa-based contract with a public sector client. The 6-month initial term may extend, and on-site work in Ottawa is required.

The role focuses on designing future-state operating models, governance structures, and ServiceNow workflows while conducting current-state assessments, engaging stakeholders, and developing recommendations to modernize processes and risk controls.

Qualifications

• Experience using ServiceNow to analyze, design, configure, implement, or optimize workflows and case management.
• Proven ability to conduct current-state assessments, gap analyses, governance reviews, and risk assessments.
• Experience with security screening, access management, compliance, risk management, and digital transformation.

Responsibilities

• Conduct current-state assessments of security screening and access management to identify gaps, risks, and opportunities.
• Engage stakeholders to gather requirements and develop program recommendations.
• Assess governance and escalation processes to align with operational and security requirements.
• Develop recommendations to simplify, standardize, and automate program processes.
• Design future-state operating models and ServiceNow workflows with governance structures and roles.

Skills

ServiceNow

Business analysis

Governance & risk

Stakeholder engagement

Process improvement

Education

Certification & education

Bachelor's degree or equivalent

Tools

ServiceNow

Job description

Position:

Senior Business Analyst (ServiceNow)

Client:

Public Sector Client

Location:

Ottawa (Hybrid)

Duration:

6-months initial contract with multiple years of potential extensions

Language:

English

Background

Kyndryl Canada is supporting a public sector client, requiring a Business Analyst with ServiceNow experience to design future-state operating models and process frameworks including governance structures, workflows, roles and responsibilities utilizing ServiceNow. A successful candidate will be able to work hybrid, able to work on the client site in Ottawa.

Qualifications

• Must be eligible for a federal government security clearance (has spent the last five years living in Canada)
• Demonstrated experience using ServiceNow to analyze, design, configure, implement, or optimize workflow automation, case management, approval processes, reporting capabilities, and business process modernization solutions
• A minimum of seven (7) years of demonstrated experience conducting business analysis, process improvement, operational transformation, or program modernization initiatives within large and complex organizations
• Relevant certification & education
• A minimum of three (3) years of demonstrated experience conducting current-state assessments, gap analyses, governance reviews, and risk assessments to identify operational inefficiencies, control gaps, and improvement opportunities
• Demonstrated experience supporting initiatives involving security screening, access management, compliance, risk management, workflow automation, digital transformation, or operational resilience
• Demonstrated experience gathering and documenting business requirements, facilitating stakeholder consultations, and developing recommendations for process optimization and modernization
• Demonstrated experience designing future-state operating models, developing implementation roadmaps, establishing performance measurement frameworks, and supporting change enablement activities

Expected Tasks

• Conduct current-state assessments of security screening, access management, contractor screening and visitor management processes to identify gaps, inefficiencies, risks and improvement opportunities
• Engage and consult with stakeholders to gather business requirements, document pain points, assess future needs and support the development of program recommendations
• Assess governance, risk management, decision-making, accountability, delegation and escalation processes to ensure alignment with operational and security requirements
• Develop process improvement recommendations to simplify, standardize, streamline, digitize and automate program processes based on industry best practices and benchmarking analysis
• Design future-state operating models and process frameworks including governance structures, workflows, roles and responsibilities utilizing ServiceNOW
• Develop business requirements and implementation recommendations to support digital enablement initiatives, including workflow automation, reporting capabilities and process modernization solutions
• Establish performance measurement frameworks by defining key performance indicators, baseline measures, reporting requirements and benefit realization approaches to support continuous
• improvement Develop implementation roadmaps, change enablement strategies, training materials and executive-level recommendations to support the successful modernization and long-term sustainability of the program

#IndKyn

• Please note this is for a contract position with one of our clients and not a fulltime employment role with Kyndryl Canada**