ServiceNow Business Analyst
Description
Our client is seeking a Business Analyst to be part of the platform team to support the development of ServiceNow request management solutions that streamline procurement, enhance compliance, and improve catalog visibility. The BA will work with the Procurement team to uplift current request management catalog processes and ensure business needs are clearly captured and translated into effective technical solutions.
Duties
To be part of the platform team supporting the development, improvement, and optimization of the existing procurement request catalog in ServiceNow:
• Collaborate with the Procurement team to analyze current procurement workflows, approval structures, and user pain points.
• Document business requirements in the BRD template and process gaps to support automation and standardization efforts.
• Define and validate functional specifications for ServiceNow request catalog enhancements.
• Support the implementation of compliance controls and audit trail requirements from a business perspective.
• Gather reporting and dashboard requirements to improve visibility and enable data-driven decisions.
• Facilitate stakeholder engagement to ensure alignment with business goals, governance policies, and platform capabilities.
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3.0 Qualifications
• Mandatory Certifications:
a) ServiceNow Certified System Administrator (CSA)
Candidates must provide the email address associated with the certification for verification.
• Bachelor’s degree in computer science, IT, Data Science, or related field
• Preferred optional Certification: ServiceNow Certified Implementation Specialist – ITSM
• 5+ years experience with ServiceNow ITSM, request management.
• Strong understanding of Request Management lifecycle and its integration with ITSM processes.
• Skilled in process analysis, workflow mapping, and documenting business requirements for technical teams.
• Familiarity with ServiceNow capabilities, including catalog design, workflows, and reporting.
• Ability to define and validate functional specifications for ServiceNow enhancements.
• Proficient in gathering and translating business needs into actionable technical requirements.
• Experience supporting compliance and audit trail requirements from a business perspective.
• Knowledge of dashboard and reporting requirements to support operational and strategic decision-making.
• Understanding of ServiceNow development best practices to ensure alignment with platform standards.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across cross-functional teams and stakeholders.
• Strong analytical and problem-solving abilities, with a keen attention to detail.
• Capable of working independently and managing multiple priorities in a fast-paced environment.
4.0 Deliverables
1. Business Requirements Document (BRD) o Comprehensive documentation of business needs, functional and non-functional requirements.
o Includes stakeholder inputs, current pain points, and desired outcomes.
2. Procurement Workflow Analysis Report o Detailed analysis of existing procurement workflows, approval chains, and catalog structure.
o Identification of inefficiencies, gaps, and improvement opportunities.
3. Updated Request Catalog Requirements
o Business-level specifications for redesigned catalog items.
o Recommendations for improved usability and alignment with procurement policies.
4. Process Optimization Recommendations o Proposed changes to streamline procurement workflows.
o Alignment with automation and compliance goals.
5. Compliance & Audit Requirements Documentation o Business requirements for compliance controls and audit trail capabilities.
o Mapping of regulatory needs to system features.
6. Reporting & Dashboard Requirements o Defined metrics, KPIs, and data visualization needs for procurement and leadership teams.
o Input for dashboard and report design.
7. User Acceptance Testing (UAT) Plan o Test scenarios and acceptance criteria based on business requirements.
o Coordination of UAT sessions and feedback collection.
8. Training & Communication Materials o User guides, process documentation, and onboarding materials for procurement users.
o Support for change management and adoption.
9. Stakeholder Engagement Summary o Meeting notes, feedback logs, and decision records from stakeholder sessions.
o Final sign-off documentation from business owners.
10. Traceability Matrix
• Mapping of requirements to delivered features and workflows.
• Ensures all business needs are addressed in the final solution.
The pay range that the employer reasonably expects to pay for this position is between CA$85.00 and CA$95.00
Our voluntary benefits offering includes medical, dental, vision and retirement benefits.
Applications will be accepted on an ongoing basis.
Tundra Technical Solutions would like to thank you for the interest you have demonstrated in this opportunity. However, only candidates with the required skills will be contacted.
Tundra Technical Solutions is an Equal Opportunity/Affirmative Action Employer. We welcome and encourage diversity in our workplace.
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Tundra Technical Solutions is among North America’s leading providers of Information Technology and Engineering staffing and consulting services. Our success and our clients’ success are built on a foundation of service excellence. Rather than continually trying to sell to new clients and companies and simply filling databases with candidates, we focus on developing stronger relationships and deeper knowledge of our existing clients’ challenges and opportunities.
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