ServiceNow Business Analyst

Apside; Ottawa; On-site; CAD 70,000 - 100,000; Full time

Job summary

A leading company is seeking a ServiceNow Business Analyst to support business processes and manage customer inquiries. The role involves gathering requirements, documenting specifications, and ensuring successful implementations within ServiceNow. Ideal candidates will have experience in CSM or IRM, strong communication skills, and a relevant degree.

Qualifications

• 5 years of experience as a Business Analyst.
• Proven experience in ServiceNow CSM and/or IRM.
• Ability to work independently and collaboratively.

Responsibilities

• Collaborate with stakeholders to gather and analyze business requirements.
• Design and document functional specifications and workflows.
• Monitor and troubleshoot issues post-deployment.

Skills

Analytical skills

Problem-solving

Communication

Interpersonal skills

Stakeholder collaboration

Education

Bachelor’s degree in Business Administration, IT, or related field

Tools

Azure DevOps

Job description

The ServiceNow Business Analyst service provider will be responsible for eliciting and validating all requirements from business processescovering several aspects of customer inquiries and onboarding tasks, from prospects, existing insurance customers, brokers, financial institutions, and internal client’s employees through inbound calls, emails or human requests. Services provided include requests, support, procurement, HR requests, and workflow coordination across several lines of business.This role involves defining and documenting business and technical requirements, so they are understandable by both the business owners and the ServiceNow implementation team. Therefore, strong and demonstrated experience in ServiceNow is required. The BA service provder will also collaborate with Architecture Owners. To be successful in providing these services, you will need to use your proven skills with respect to business processes, solution definition efficiency, analytical aptitude, problem-solving skills, and high level of communication.

Primary Responsibilities:

• Collaborate with stakeholders to gather and analyze business requirements for the Customer Care and Onboarding teams about service desk and ticket management systems and business processes.

• Collaborate with stakeholders to gather and analyze business requirements for the Integrated Risk Management modules and activities

• Collaborate with Change Management to understand current processes and adapt requirements to ServiceNow.

• Design and document functional specifications, catalog items, approvals, permissions, and workflows.

• Identify data sources and draft high level data model

• Configure and customize ServiceNow CSM and/or IRM to meet business needs.

• Identify tests and conduct user acceptance testing (UAT) to ensure successful deployment of solutions.

• Provide training and support to end-users.

• Monitor and troubleshoot issues post-deployment to ensure smooth operation.

Skills:

• Bachelor’s degree in business administration, Information Technology, or a related field with at least 5 years of experience.

• Proven experience as a Business Analyst in CSM and or IRM.

• Excellent analytical and problem-solving skills.

• Effective communication and interpersonal skills.

• Ability to work independently and as part of a team.

• Experience with Azure DevOps and requirement management.