ServiceNow Business Analyst

Flexstaf IT; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A technology services company is looking for an experienced Business Analyst – Intermediate to support IT Operations. You will provide business analysis services across ServiceNow-enabled platforms, focusing on requirements analysis and IT service delivery. Strong hands-on experience with ServiceNow ITSM and ITIL processes is required. This role is hybrid, requiring 3 days onsite and 2 days remote in downtown Toronto, Canada.

Qualifications

• 5+ years of experience as a Business Analyst supporting ServiceNow-based environments.
• Strong hands-on experience with ServiceNow ITSM, ITOM Discovery, and Service Mapping.
• Solid understanding of ITIL processes and Configuration Management.

Responsibilities

• Elicit, analyze, document, and validate business and technical requirements within ServiceNow-based initiatives.
• Collaborate with engineers, Scrum Masters, and fellow Business Analysts to troubleshoot issues.
• Facilitate requirements discussions with technical and business stakeholders.

Skills

ServiceNow ITSM

ServiceNow ITOM Discovery

Service Mapping

ServiceNow Agile 2.0

Configuration Management

ITIL Processes

Infrastructure (Windows Server, Linux)

Virtualization (VMware, Hyper-V)

Network Architecture

Job description

Job Title

Business Analyst – Intermediate

Role Overview

Engagement Details

• Start Date: February 2, 2026
• End Date: July 31, 2026
• Payment Structure: Hourly
• Units per Day: 7.25

Location

• Work Model: Hybrid – 3 days onsite / 2 days remote (subject to change) Downtown Toronto

Additional Information

• Shortlist Deadline: January 27, 2026 – 4:00 PM

Must Haves

• 5+ year experience ServiceNow ITSM, ITOM discovery & Service Mapping
• 5+ year experience ServiceNow Agile 2.0

The Business Analyst – Intermediate will support IT Operations by providing business analysis services across ServiceNow-enabled platforms and IT service delivery processes. This role focuses on requirements analysis, configuration management, and solution alignment across infrastructure, applications, and service management domains. The successful candidate will demonstrate strong hands‑on experience with ServiceNow and a solid understanding of ITIL processes and SDLC within an enterprise environment.

Key Responsibilities

Business Analysis & Requirements

• Elicit, analyze, document, and validate business and technical requirements within ServiceNow-based initiatives
• Apply core Business Analysis principles across the SDLC within an ITIL-aligned framework
• Translate business needs into clear functional and technical requirements for delivery teams

ServiceNow & ITSM Enablement

• Support configuration and optimization of ServiceNow ITSM, ITOM Discovery, and Service Mapping modules
• Work with the ServiceNow CMDB and Common Service Data Model (CSDM) to ensure accurate service and configuration data
• Support Agile delivery using ServiceNow Agile 2.0, including backlog refinement and sprint-related activities
• Assist with ServiceNow Service Portal requirements and enhancements

Technology & Architecture Collaboration

• Collaborate with engineers, Scrum Masters, and fellow Business Analysts to troubleshoot issues and clarify requirements
• Demonstrate working knowledge of application, infrastructure, and network architectures and how they integrate to deliver services
• Support discussions related to configuration management and service delivery dependencies

Stakeholder Engagement & Communication

• Facilitate requirements discussions with technical and business stakeholders
• Act as a liaison between operations, engineering, and delivery teams to ensure alignment and clarity

Required Skills & Qualifications

• Minimum 5 years of experience as a Business Analyst supporting ServiceNow-based environments
• Strong hands‑on experience with:
• ServiceNow ITSM, ITOM Discovery, and Service Mapping
• ServiceNow CMDB and Common Service Data Model (CSDM)
• ServiceNow Agile 2.0
• ServiceNow Service Portal
• Solid understanding of ITIL processes and Configuration Management
• Broad technical knowledge across:
• Infrastructure (Windows Server, Linux)
• Virtualization (VMware, Hyper‑V)
• Network architecture (switches, routers, firewalls, OSI model)
• Strong communication skills with the ability to engage Business Analysts, Scrum Masters, and Engineers