Job Title: ServiceNow Business Analyst
Location: Toronto, ON (Hybrid)
Estimated Duration: 12 Months
ServiceNow Business Analyst – SAM, HAM
Serve as the key liaison between business stakeholders and the ServiceNow technical team to gather, analyze, and document requirements for Contract Management, Software Asset Management (SAM), and Hardware Asset Management (HAM) processes on the ServiceNow platform. Support the delivery of scalable, compliant, and user-centric solutions that improve contract lifecycle management, asset governance, software compliance, vendor management, and operational efficiency through strong stakeholder engagement, Agile practices, and effective communication.
Assignment Duties
* Lead workshops and interviews with business units, procurement, ITAM, contract owners, and compliance teams to capture current-state processes, pain points, and future-state needs.
* Elicit and document functional and non-functional requirements for ServiceNow Contract Management, HAM, and SAM processes.
* Translate business needs into clear user stories with acceptance criteria, aligned to Agile best practices.
* Document contract lifecycle processes, including contract intake, review, approval, renewal, expiry, vendor linkage, and retirement.
* Identify opportunities to automate contract reminders, renewal tracking, approvals, asset-to-contract linkage, and compliance reporting.
* Act as the main point of contact for business stakeholders, ensuring expectations are managed and aligned with the project roadmap.
* Facilitate status updates, demo sessions, backlog prioritization meetings, and sprint reviews.
* Navigate competing priorities across IT, procurement, audit/compliance, asset owners, and contract owners.
* Support product owner activities, including backlog grooming, sprint planning, and prioritization of Contract Management, HAM, and SAM features.
* Collaborate with developers, testers, platform owners, and business teams to ensure timely and quality delivery.
* Document AS-IS and TO-BE process flows for contract, hardware asset, and software asset lifecycles.
* Identify gaps, inefficiencies, and automation opportunities using ServiceNow platform capabilities.
* Recommend solutions aligned with industry best practices and ServiceNow capabilities.
* Develop user guides, SOPs, training materials, and communication plans for rollout.
* Prepare and present reports, status updates, and executive summaries.
Qualifications
• Bachelor’s degree in Information Technology, Computer Science,
Business Administration, Supply Chain/Procurement, or a related field.
• Master’s degree in Business Administration (MBA), Information Systems, or related discipline is preferred.
• 5+ years of experience as a Business Analyst on IT, asset management, procurement, contract management, or ServiceNow platform projects.
• 2–3 years of experience with ServiceNow processes, preferably in Contract Management, Asset Management, ITSM/ITOM, HAM, or SAM implementations.
• Proven experience working in Agile/Scrum environments.
• Strong track record in stakeholder engagement, process reengineering, requirements gathering, and platform-based solution delivery.
• Working knowledge of contract lifecycle processes, including intake, review, approval, renewal, expiry tracking, vendor linkage, and compliance reporting.
• Knowledge of procurement, vendor management, software licensing, hardware lifecycle, and asset-to-contract relationship concepts.
• Hands-on knowledge of ServiceNow HAM, SAM, Contract Management, CMDB, stockroom operations, and asset discovery integrations is preferred.
• Strong analytical, documentation, and process mapping skills.
• Excellent written and verbal communication skills, with the ability to interface with both technical and business stakeholders.
• Agile methodology knowledge, with proficiency in ServiceNow Agile Board preferred.
• Familiarity with CMDB, ITSM, procurement workflows, contract repositories, hardware and software licensing concepts is required. Agile methodology knowledge (Scrum) with proficiency in ServiceNow Agile Board.
• Familiarity with CMDB, ITSM, hardware and software licensing concepts is required.
Certifications (Any one ore more preferred but optional):
• Certified System Administrator (CSA)
• ITIL 4 Foundation – Foundational knowledge of ITSM processes and service lifecycle
• Certified Implementation Specialist – Hardware Asset Management (CIS– HAM)
• Certified Implementation Specialist – IT Asset Management (CIS–ITAM) – [Optional if involved in broader ITAM]
• Certified Business Analysis Professional (CBAP) – by IIBA
• PMI Professional in Business Analysis (PMI-PBA) – by PMI
• Agile Certified Practitioner (PMI-ACP) – by PMI
• Certified Scrum Product Owner (CSPO) – by Scrum Alliance
• SAFe Agilist or SAFe Practitioner – for scaled Agile environments
Deliverables
* Completed audit gap items within the City’s Asset Management, Contract Management, HAM, and SAM scope.
* Stakeholder matrix and engagement plan covering ITAM, Procurement, Contract Owners, Compliance, Finance, and business units.
* Detailed business requirements documents (BRDs), user stories, and acceptance criteria.
* Contract lifecycle process documentation, including intake, review, approval, renewal, expiry, vendor linkage, and retirement.
* Process flow diagrams for AS-IS and TO-BE processes across contract, hardware asset, and software asset lifecycles.
* Sprint backlog, feature traceability matrix, and prioritization log.
* UAT plans, test scenarios, and support for test case execution.
* Data and reporting requirements for contracts, assets, vendors, renewals, compliance, and audit tracking.
* Communication and training materials for end-users and support teams.
* Executive dashboards highlighting status, risks, issues, dependencies, and mitigation plans.
* Lessons learned and post-implementation feedback summary.
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.
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