Sr. Business System Analyst to elicit and refine requirements tailored to the ServiceNow platfo[...]

S I Systems; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

An established industry player is seeking a Sr. Business System Analyst to lead the implementation of innovative technologies within their ServiceNow platform. In this dynamic role, you will leverage your analytical skills to streamline processes and maximize service delivery. Collaborating with cross-functional teams, you'll gather requirements, facilitate user acceptance testing, and ensure stakeholder engagement throughout the project lifecycle. This position offers a unique opportunity to shape the future of service management and drive meaningful change in a fast-paced environment, making a significant impact on customer satisfaction and operational efficiency.

Qualifications

• Strong understanding of ServiceNow core modules and requirements elicitation.
• Proven ability to lead requirements workshops and manage Agile backlogs.

Responsibilities

• Drive innovation and implement technologies for service management.
• Facilitate meetings with stakeholders to achieve project outcomes.

Skills

ServiceNow Platform Familiarity

Requirements Gathering & Story Writing

Stakeholder Engagement & Communication

User Acceptance Testing (UAT) Leadership

Analytical Thinking & Process Mapping

Tools

Lucidchart

Miro

Jira

Job description

Sr. Business System Analyst to elicit and refine requirements tailored to the ServiceNow platform capabilities - 19359

As a Business System Analyst, you will take on the rewarding and exciting role of driving innovation and leading the implementation of cutting-edge technologies. Your expertise will be instrumental in streamlining processes, optimizing workflows, and maximizing the potential of our TELUS service management platforms and tools. By leveraging your analytical skills and deep understanding of customer needs, you will play a pivotal role in shaping the future of our organization. Together, we will revolutionize the way we deliver services, exceed customer expectations, and stay ahead of the competition.

What you’ll do:

- Work with Product Owners, project team members and impacted stakeholders to understand the scope and vision of our ServiceNow Roadmap projects.

- Work with stakeholders to understand any current processes and help them adapt their processes to fit the future state.

- Build trust with stakeholders through your strong knowledge of project process, operational applications, business products, services.

- Provide input on Project Visions, Charters and Epics.

- Create quality requirements within the boundaries of the Epics and the project scope.

- Lead and facilitate meetings and working sessions with cross-functional stakeholders in order to achieve desired outcomes.

- Help stakeholders navigate the change journey by identifying and clearly communicating and the change impacts.

- Help to demonstrate the future state during process workshops.

- Plan and facilitate testing and clearly communicate test results to stakeholders.

- Track defects and ensure plans to address defects are addressed and acceptable for stakeholders and the project team.

- Get sign offs from stakeholders for activities such as Process mapping & UAT.

- Provide post launch stability support.

- Provide regular status updates to leaders and project managers highlighting any risks and mitigation plans

Must-Have Skills:

• ServiceNow Platform Familiarity – Strong understanding of core modules (e.g., Incident, Change, Request, CMDB, Case, Project) and how to elicit and refine requirements tailored to the platform’s capabilities and constraints.
• Requirements Gathering & Story Writing – Proven ability to lead structured requirements workshops, translate business needs into clear, testable user stories with acceptance criteria, and manage backlogs in Agile or hybrid environments.
• Stakeholder Engagement & Communication – Skilled in liaising with technical and non-technical stakeholders to gather feedback, align priorities, and manage expectations throughout project lifecycles.
• User Acceptance Testing (UAT) Leadership – Experience in designing and facilitating UAT plans, documenting results, triaging defects, and ensuring stakeholder sign-off.
• Analytical Thinking & Process Mapping – Proficient in analyzing complex business processes, identifying improvement opportunities, and using tools like Lucidchart or Miro to produce clear process flows aligned with ITSM/ITIL practices.

Nice-to-Have Skills:

• ITIL Foundation Certification or Knowledge – Familiarity with ITIL best practices enhances alignment between business processes and ServiceNow implementation, especially in Managed Services contexts.
• Experience with ServiceNow Custom Applications or Scoped Apps – Understanding of extending the platform beyond out-of-box ITSM modules is useful in multi-project environments with custom solutions.
• Basic Technical Acumen (e.g., JSON, REST, or ServiceNow scripting) – Ability to understand technical constraints and interface designs, improving collaboration with developers and architects.
• Change Management and Training Support – Experience supporting end-user training, documentation, or organizational change initiatives to drive adoption of new ServiceNow capabilities.
• Exposure to Agile/Scrum Practices – Familiarity with agile ceremonies (e.g., standups, sprint planning, retrospectives) and tooling like Jira or ServiceNow Agile helps integrate smoothly with delivery teams.