Senior ServiceNow CSM Business Systems Analyst

Export Development Canada | Exportation et développement Canada; Toronto; Hybrid; CAD 97,000 - 129,000; Full time

Benefits offered by this job

Hybrid work model

Relocation assistance

3-4 weeks paid vacation

Flexible work schedule

Job summary

Export Development Canada (EDC) is seeking a Senior Business Systems Analyst to lead ServiceNow CSM initiatives, partnering with Product Owners, architects, developers, QA, and platform teams. This role focuses on requirements leadership, process detail, and scalable, AI-enabled service delivery aligned with CSDM standards.

The successful candidate will guide backlog management in an Agile environment, oversee UAT, and ensure smooth release readiness while mentoring other analysts.

Qualifications

• University degree required in a related discipline.
• Minimum 7 years of experience in Business Analysis or large-scale technology initiatives.
• Experience leading requirements, process analysis, and solution delivery for enterprise platforms.
• Experience with ServiceNow, especially CSM and CRM workflows.
• Strong communication, analytical, and problem-solving skills.

Responsibilities

• Lead business systems analysis activities for ServiceNow CSM initiatives and enhancements.
• Gather, analyze, and document business requirements, user stories, acceptance criteria, and test scenarios.
• Design ServiceNow CSM capabilities including case management and customer journeys.
• Analyze current-state processes and identify opportunities to automate and modernize service delivery.
• Collaborate with architects, developers, QA, and platform teams to ensure scalable solutions.

Skills

Requirements gathering

Agile delivery

Stakeholder management

Facilitation

Mentorship

Communication & problem solving

Education

University degree in Business/IT/CS/Engineering/B.T.M.

Tools

ServiceNow

Salesforce

CRM platforms

Job description

Export Development Canada (EDC) is seeking a Senior Business Systems Analyst to lead ServiceNow CSM initiatives, partnering with Product Owners, architects, developers, QA, and platform teams. This role focuses on requirements leadership, process detail, and scalable, AI-enabled service delivery aligned with CSDM standards.

The successful candidate will guide backlog management in an Agile environment, oversee UAT, and ensure smooth release readiness while mentoring other analysts.