ServiceNow IT Business Analyst | Platform & Process Expert

IT Connex Inc.; Canada; On-site; CAD 85,000 - 110,000; Full time

Job summary

IT Connex Inc. is seeking a ServiceNow-focused IT Business Analyst to support the Business Applications team in planning, design, development, and ongoing support of the ServiceNow platform. The role emphasizes platform stability, data integrity, security, and alignment with business objectives.

The incumbent will act as the primary ServiceNow contact, handling administration, configuration, testing, and user support while driving continuous improvement and adoption across regions.

Qualifications

• 3+ years hands-on experience in ServiceNow administration, configuration, or support
• Experience supporting ITSM modules: Incident, Request, Change, Problem, Knowledge, and Service Catalog
• Familiarity with ITIL processes and IT service management best practices

Responsibilities

• Collaborate with stakeholders to identify opportunities to improve processes via ServiceNow capabilities
• Plan, design, test, deploy, and enhance ServiceNow solutions aligning with global business strategies
• Analyze support trends and feedback to recommend platform improvements
• Define system requirements, configuration standards, governance, and support procedures
• Support workflows automation, self-service, and digital transformation initiatives
• Ensure platform configurations meet security and audit requirements
• Maintain operational dashboards and reporting KPIs
• Follow ITIL practices for changes and releases

Skills

ServiceNow administration

ITIL processes

Incident Management

Change Management

Problem Management

Service Catalog

Knowledge Management

User support

Testing & troubleshooting

Education

College diploma or university degree (IT/CS/Business Systems)

Management Information Systems / Business Administration

ServiceNow CSA / CAD / ITIL foundations / Implementation Specialist (certs)

Tools

ServiceNow

Job description

IT Connex Inc. is seeking a ServiceNow-focused IT Business Analyst to support the Business Applications team in planning, design, development, and ongoing support of the ServiceNow platform. The role emphasizes platform stability, data integrity, security, and alignment with business objectives.

The incumbent will act as the primary ServiceNow contact, handling administration, configuration, testing, and user support while driving continuous improvement and adoption across regions.