Senior Business Systems Analyst, ServiceNow CSM

Jobtailor

Ottawa

On-site

CAD 110,000 - 160,000

Full time

5 days ago

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Job summary

Jobtailor is seeking a seasoned Business Systems Analyst to lead ServiceNow CSM initiatives. You will collaborate with product owners, architects, developers, and stakeholders to capture requirements, write user stories, and define acceptance criteria.

The role emphasizes process improvement, automation, and scalable solutions within enterprise environments. The ideal candidate has 7+ years in business analysis, strong ServiceNow CSM experience, and proficiency with Salesforce integrations.

Qualifications

7+ years of business analysis experience in enterprise technology platforms.
Experience delivering ServiceNow CSM or similar workflow platforms.
Experience working in Agile environments with cross-functional teams.
Bilingual in English and French.
Legally eligible to work in Canada (citizens or permanent residents preferred).

Responsibilities

Lead business systems analysis for ServiceNow CSM initiatives and enhancements.
Gather, analyze, and document requirements, user stories, acceptance criteria, and test scenarios.
Design ServiceNow CSM capabilities including case management, workflows, and user experiences.
Identify opportunities to simplify, automate, and improve service delivery using ServiceNow features.
Support governance, data relationships, and enterprise architecture alignment.
Collaborate with stakeholders and technical teams to minimize customization and debt.
Assist with Agile backlog management and prioritization, dependencies, and sequencing.
Assess cross-system impacts involving ServiceNow, Salesforce, and integrations.
Support UAT planning and defect management, ensuring production readiness.
Maintain comprehensive documentation and mentor other analysts.

Skills

ServiceNow CSM

Business Analysis

Agile Methodologies

Process Improvement

Education

University degree in business or IT

Tools

ServiceNow

Salesforce

API Integrations

Performance Analytics

Job description

Lead business systems analysis activities related to ServiceNow Customer Service Management (CSM) initiatives, enhancements, platform optimizations, and incident resolution.
Collaborate with product owners, business stakeholders, architects, developers, quality assurance teams, and platform teams to gather, analyze, and document business requirements, user stories, acceptance criteria, operational processes, and test scenarios.
Lead the analysis and design of ServiceNow CSM capabilities, including case management, customer journeys, intake processes, workflow orchestration, service delivery models, assignment rules, notifications, reporting, and user experience requirements.
Analyze current processes and identify opportunities to simplify, standardize, automate, and improve service delivery using ServiceNow capabilities, workflow automation, intelligent case management, and AI-powered solutions.
Support the evolution of ServiceNow service models, business capabilities, data relationships, and platform governance in alignment with enterprise architecture standards and the Common Service Data Model (CSDM).
Collaborate with technical teams to assess solution options, define functional designs, and ensure that business requirements are delivered through scalable solutions that minimize customization and technical debt.
Support product backlog management and Agile delivery activities by defining scope, dependencies, risks, assumptions, priorities, and implementation sequencing.
Assess cross-functional and cross-system impacts involving ServiceNow CSM, Salesforce, customer portals, reporting platforms, integrations, and downstream operational processes.
Support testing activities, including the planning and execution of user acceptance testing (UAT), defect management, business requirements validation, and production readiness.
Resolve production issues by analyzing business impacts, process gaps, system behaviour, data integrity issues, and workflow inconsistencies.
Maintain comprehensive documentation, including business requirements, process maps, traceability matrices, decision logs, support documentation, and delivery-related documents.
Provide mentoring and guidance to other analysts and contribute to continuous improvement initiatives related to ServiceNow delivery practices, documentation standards, stakeholder engagement, and Agile ways of working.

Requirements

University degree in business administration, information technology, computer science, engineering, business technology management, or a related field.
At least 7 years of experience in business analysis, business systems analysis, product deployment, or enterprise technology initiatives.
Several years of experience leading requirements and process analysis activities for enterprise technology platforms.
Experience delivering solutions using ServiceNow CSM, ServiceNow, a CRM application, or other similar case management and workflow platforms.
Experience supporting process transformation, workflow redesign, operational improvement, or platform modernization initiatives.
Experience working in an Agile environment alongside cross-functional product and technology teams.
Experience implementing, supporting, or optimizing ServiceNow Customer Service Management (CSM) solutions within large organizations.
Experience leading business analysis activities related to platform modernization, service transformation, enterprise case management, customer experience, or service design.
Knowledge of ServiceNow AI and automation capabilities, including Now Assist, Virtual Agent, AI Search, intelligent workflows, customer self-service, and other AI-powered service delivery solutions.
Experience with ServiceNow platform capabilities such as Performance Analytics, reporting, Knowledge Management, Service Catalog, App Engine, Virtual Agent, and Automation Center.
Experience with Salesforce, CRM platforms, customer portals, enterprise integrations, APIs, data flows, and related systems architecture concepts.
Experience supporting digital transformation, operational improvement, automation, or service delivery modernization initiatives.
Experience in financial services organizations, Crown corporations, government agencies, regulated environments, or other large and complex organizations.
ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist – Customer Service Management (CIS-CSM), Certified Application Developer (CAD), or another relevant ServiceNow certification.
Professional certifications such as Certified Business Analysis Professional (CBAP), PMI Professional in Business Analysis (PMI-PBA), or an equivalent business analysis certification.
Bilingual in both official languages (French and English).
Legally eligible to work in Canada at the time of application; Canadian citizens and permanent residents preferred.
Must meet government security requirements.

Core Competencies

Demonstrates expertise in leading business systems analysis and implementing ServiceNow Customer Service Management (CSM) solutions, with a strong focus on process improvement, workflow automation, and cross-functional collaboration. Proficient in Agile methodologies and capable of mentoring teams while ensuring alignment with enterprise architecture standards.

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