ServiceNow Business Analyst-Canada

Zortech Solutions Inc; Canada; Remote; CAD 70,000 - 110,000; Full time

Job summary

Zortech Solutions is seeking a ServiceNow Business Analyst to join our remote Canada team. You will provide expert guidance on CMDB, Asset Management, and Service Mapping, collaborating with stakeholders to shape the CMDB strategy and governance.

You will engage in requirements gathering, process modeling, and documentation across ITIL-aligned disciplines. The role involves supporting discovery tools, CMDB data integrity initiatives, and coordination of UAT with clients and the MSP.

Qualifications

• Bachelor's degree in Information Technology or Computer Science.
• ServiceNow certification (CSA/CIS) is preferred.
• ITIL certification preferred.
• Experience with IT asset management and discovery tools is a plus.
• Strong communication and facilitation skills.
• Bilingual English and French is a plus.

Responsibilities

• Provide expertise in IT Configuration and Asset Management processes.
• Provide expertise in ServiceNow CMDB.
• Provide expertise in ServiceNow Discovery and Service Mapping tools.
• Recommend CMDB platform evolution and maintenance.
• Support processes consuming CMDB data (Incident, Problem, SDLC, Asset, Change).
• Document CMDB data architecture, relationships and dependencies.
• Promote data accuracy and integrity; audit and deduplicate assets.
• Coordinate client UAT and liaison with development and MSP teams.
• Assist with project scope, estimation, and planning.
• Assist Sales with bids, SOWs, and RFPs.
• Lead product demonstrations with prospects (onsite or via Meet).
• Support change management with impact assessment and documentation.

Skills

ServiceNow CMDB Discovery

ITIL framework

ServiceNow ITSM

Requirements gathering

Stakeholder communication

Bilingual English/French

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Job description

Role: ServiceNow Business Analyst

Location: Remote/Canada

Duration: Fulltime

Job Description

ServiceNow \ CMDB and Asset management.

Please find the job description below for your reference.

Responsibilities

• • Provide expertise and knowledge of IT Configuration and Asset Management processes.
• • Provide expertise and knowledge of ServiceNow CMDB.
• • Provide expertise and knowledge of ServiceNow Discovery and Service Mapping tools
• • Provide recommendations for the current and future CMDB platform evolution.
• • Provide expertise and knowledge for processes that consume CMDB data e.g., Incident, Problem,
• SDLC, Asset, and Change
• • Provide recommendations on CMDB maintenance and CMDB data integrity.
• • Provide recommendations to help gather, validate, and maintain accurate data on all IT assets and
• configurations, including hardware, software, network devices, applications, and services.
• • Identify and document relationships and dependencies between different IT assets, enabling accurate
• impact analysis and understanding of the IT landscape.
• • Provide recommendations to ensure data accuracy and integrity within the CMDB.
• • Work with the Asset Managers to establish processes to help them perform regular audits, resolving
• discrepancies, and eliminating duplicates.
• • Create and maintain documentation related to CMDB/Discovery processes, procedures, and
• guidelines.
• • Promote continuous process improvement practices through process metrics/KPIs, dashboards, and
• role accountabilities.
• • Manage and communicate process and business requirements to the implementation team as a bridge
• to ensure that the proposed solutions meet the customer;s expectations.
• • Participate in testing and ensure all the required documentation is in place to support the client and the
• Managed Service team where needed.
• • Coordinate and support of client UAT, verifying defects and enhancements and working with the
• development team to rectify.
• • Assist with Project Management activities such as project scope, estimation, and planning.
• • Assist the Sales team with new client bids, SOW, and RFPs.
• • Lead demonstrations of the product, both standard and tailored to prospects' existing customers, either
• onsite or via Meet.
• • Support change management processes by assessing the impact of proposed changes and ensuring
• that all changes are properly documented and recorded.

Qualifications and Skills

• • 2+ years of experience directly related to ServiceNow CMDB Discovery implementation and process
• consultancy
• • Strong understanding of ITIL framework standards
• • Strong experience with ServiceNow ITSM, CMDB and related modules.
• • Proficiency in business requirements gathering, analysis, process modeling, and documentation.
• • Knowledge of IT asset management (ITAM) and discovery tools is a plus.
• • Expertise with Software Development Lifecycle (SDLC) and- agile practices.
• • Proven experience in defining and deploying 'to be' best practice processes and in identifying solutions
• from a people, process, and technology perspective.
• • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills.
• • Solid experience in requirements gathering, including experience in creating process documentation.
• • Demonstrate ability to influence and consult (providing options with pros, cons and risks) while
• providing thought leadership to stakeholders in solving governance, process or technical problems.
• • Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity.
• • Proven team player and team builder.
• • Ability to demonstrate analytical and problem-solving skills.
• • Ability to mentor novice staff and drive quality, value and best practices.
• • Bilingual English and French is a plus

Education/Certifications

• • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work
• experience)
• • ServiceNow certification, such as Certified System Administrator (CSA) or Certified Implementation
• Specialist (CIS), and Certified Application Developer
• • ITIL certification preferred.