Service Desk Analyst – ServiceNow (SNOW)

Integro Softwares Inc.; Victoria; Remote; CAD 90,000 - 120,000; Full time

Job summary

Integro Softwares Inc. seeks a Business Analyst to support a live operational platform used by field and HQ staff for time-sensitive safety and service decisions. You will focus on enhancements, integrations, reporting, user adoption, and retirement of older apps on a production system.

The role requires hands-on Agile/JIRA experience, collaboration with operations, vendors, and delivery teams, and strong skills in elicitation, documentation, and UAT readiness.

Qualifications

• 3+ years as a BA defining and documenting business needs, including Agile delivery and materials for senior decision-makers
• 3+ years working with mixed audiences (leaders, developers, vendors, end users)
• 3+ years supporting quality, UAT, and release readiness
• 2+ years communicating across multiple business units
• Hands-on Agile / JIRA experience

Responsibilities

• Elicit requirements and write user stories and acceptance criteria
• Document current and future-state processes
• Facilitate sessions with operations staff, delivery teams, and vendors
• Support data migration, integrations, and reporting requirements
• Support testing, UAT, training materials, and knowledge transfer
• Work in an Agile environment using standard collaboration tools (e.g. JIRA)

Job description

Job Title - Business Analyst - Operational Systems Modernization (Contract)

Location - Remote in British Columbia

Term - 12 months

The role

We are hiring one Business Analyst to support a live operational platform used by field and headquarters staff to make time-sensitive safety and service decisions. The new system is already in production. This role focuses on remaining enhancements, integrations, reporting, user adoption, and retirement of older applications.

What you will do

• Elicit requirements and write user stories and acceptance criteria
• Document current and future-state processes
• Facilitate sessions with operations staff, delivery teams, and vendors
• Support data migration, integrations, and reporting requirements
• Support testing, UAT, training materials, and knowledge transfer
• Work in an Agile environment using standard collaboration tools (e.g. JIRA)

Must have

• 3+ years as a BA defining and documenting business needs, including Agile delivery and materials for senior decision-makers
• 3+ years working with mixed audiences (leaders, developers, vendors, end users)
• 3+ years supporting quality, UAT, and release readiness
• 2+ years communicating across multiple business units
• Hands‑on Agile / JIRA experience

Also required (candidate should have several of these)

• GIS / spatial / map-based requirements
• Applications that ingest multiple data sources and present near real-time operational information
• PowerBI or similar reporting user stories
• Experience on a live production system in an Agile or DevOps environment

Nice to have

• Transportation, environmental monitoring, or other 24/7 operations settings
• Experience with government security‑screening processes

Other

• Enhanced security screening required before start