Senior ServiceNow CSM Lead — Process Automation

Jobtailor

Ottawa

On-site

CAD 110,000 - 160,000

Full time

7 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.