ServiceNow Business Analyst (Process)

WillowTree; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading telecommunications firm is seeking a ServiceNow Business Analyst with telecommunications experience to translate complex business needs into actionable requirements within the ServiceNow platform. The ideal candidate will have 3-5 years of experience, excellent communication skills, and a strong background in Agile methodologies. You will be key in ensuring the platform meets strategic objectives while engaging with stakeholders to document processes and facilitate user stories. This role fosters a collaborative environment dedicated to innovation and customer experience.

Qualifications

• 3-5 years of experience as a Business Analyst working on ServiceNow platform implementations.
• Strong experience within the Telecommunications (Telco) industry is mandatory.
• Proven expertise in core ServiceNow modules, particularly ITSM and CMDB.

Responsibilities

• Lead requirement gathering workshops with stakeholders.
• Analyze current state processes and design future state service delivery models.
• Translate business requirements into clear user stories and acceptance criteria.

Skills

Business analysis

Stakeholder management

Agile/Scrum methodologies

Process mapping

Communication skills

Tools

ServiceNow

AIOps platforms

Data modeling

Job description

Who We Are

Welcome to TELUS Digital where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences, all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

The Opportunity

As a ServiceNow Business Analyst with a focus on process and telecommunications experience, you will be instrumental in translating complex business needs into actionable user stories and functional requirements within the ServiceNow platform.

This role operates within a highly complex, domain-separated ServiceNow environment, integrating with a vast ecosystem of tools including AIOps platforms, monitoring solutions, and the TELUS DataHub. You will be key to ensuring that the ServiceNow platform is configured and implemented to meet strategic business objectives.

Responsibilities

• Requirements Analysis: Lead and facilitate requirement gathering workshops with stakeholders to identify, document, and analyze business needs, user pain points, and process gaps.
• Process Design & Mapping: Analyze current state (As-Is) processes and collaboratively design future state (To-Be) service delivery models. Document and finalize process flows, user journeys, and governance models (RACI).
• User Story & Backlog Management: Translate business requirements into clear, well-defined user stories and acceptance criteria. Maintain and prioritize the product backlog in collaboration with the project manager and technical team.
• Solution Design Collaboration: Work closely with solution architects to contribute to the high-level solution design, ensuring it aligns with business objectives, best practices, and the CSDM framework.
• CMDB & CSDM Focus: Apply a deep understanding of CMDB principles to guide the design of an adaptive CMDB. Contribute to strategies for service blueprints, data modeling, data sanitation, normalization, and reconciliation.
• Stakeholder Management: Act as a primary point of contact for business stakeholders, managing expectations, communicating project progress, and conducting "show and tell" sessions to review prototypes and configured solutions.
• Documentation & Knowledge Transfer: Create and deliver key project documentation, including user guides, admin guides, and training materials (when necessary). Participate in knowledge transfer sessions to ensure a smooth transition to support teams.
• Project Lifecycle Involvement: Actively participate in all phases of the project lifecycle, from initial strategy and design through execution, hypercare, and project closure.

Qualifications & Experience

• 3-5 years of experience as a Business Analyst working on ServiceNow platform implementations.
• Strong experience within the Telecommunications (Telco) industry is mandatory. Understanding of Telco-specific processes, challenges, and operational models is essential.
• Proven expertise in core ServiceNow modules, particularly ITSM and CMDB.
• Demonstrated knowledge of and experience applying the Common Service Data Model (CSDM) framework.
• Proficiency in Agile/Scrum methodologies, including writing user stories, managing backlogs, and participating in sprint ceremonies.
• Excellent workshop facilitation and stakeholder management skills, with the ability to engage both technical and non-technical audiences.
• Strong analytical and problem-solving skills, with experience in process mapping, gap analysis, and business case development.
• Exceptional written and verbal communication skills.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) in ITSM or another relevant module.
• Familiarity with Telco-specific frameworks like eTOM/TM Forum.
• Experience with data migration, integration projects, and building reports/dashboards in ServiceNow.
• Experience working in a consulting environment.
• Bilingual proficiency in English and French is highly desirable.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.