ServiceNow Analyst / Business Analyst

82576
toronto
Contract
8 days ago

Job Title: ServiceNow Analyst / Business Analyst

Location: Toronto, ON (Hybrid)
    
Estimated Duration: 12 Months

ServiceNow Business Analyst
Our client in the public sector is seeking a senior ServiceNow Business Analyst to serve as the key liaison between the Client’s business stakeholders and the technical ServiceNow team to gather, analyze, and document requirements for Hardware Asset Management (HAM) and SAM on the ServiceNow platform. Ensure delivery of scalable, compliant, and user-centric solutions through strong stakeholder engagement, Agile practices, and effective communication.
 
Duties  

  • Lead workshops and interviews with business units, procurement, ITAM, and compliance teams to capture current state processes and pain points.
  • Elicit and document functional and non-functional requirements for hardware asset lifecycle, stockroom operations, and integration needs.
  • Translate business needs into clear user stories with acceptance criteria in line with Agile best practices.
  • Act as the main point of contact for business stakeholders, ensuring expectations are managed and aligned with the project roadmap.
  • Facilitate regular status updates, demo sessions, and backlog prioritization meetings.
  • Navigate competing priorities across IT, procurement, audit/compliance, and asset owners.
  • Support product owner in backlog grooming, sprint planning, and prioritization of HAM and SAM features.
  • Collaborate with developers, testers, and platform owners to ensure timely and quality delivery.
  • Participate in daily stand-ups, retrospectives, and sprint reviews.
  • Document AS-IS and TO-BE process flows for the asset lifecycle, from request to retirement.
  • Identify gaps, inefficiencies, and opportunities for automation using HAM Pro features.
  • 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.
  • Ensure clarity, consistency, and traceability of all documentation.

                
Experience and Qualifications  

  1. Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
  2. Master’s degree (optional but preferred) in Business Administration (MBA) or Information Systems.
  3. 5+ years of experience as a Business Analyst in IT projects preferred in Asset Management.
  4. 2–3 years of experience in ServiceNow Processes, preferably in Asset Management, ITSM/ITOM implementations.
  5. Proven experience working in Agile/Scrum environments.
  6. Strong track record in stakeholder engagement, process reengineering, and delivering platform-based solutions.
  7. In-depth understanding of IT Asset Management (ITAM) principles and asset lifecycle processes.
  8. Hands-on knowledge of ServiceNow HAM module, stockroom operations, and asset discovery integrations.
  9. Strong analytical, documentation, and process mapping skills
  10. Excellent written and verbal communication skills, capable of interfacing with both technical and business stakeholders.
  11. Agile methodology knowledge (Scrum) with proficiency in ServiceNow Agile Board.
  12. Familiarity with CMDB, ITSM, hardware and software licensing concepts is required.

 

  1. 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)
  • 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     

  • Complete the Audit Gaps items in the CITY’s Asset Management scope.
  • Stakeholder matrix and engagement plan
  • Detailed business requirement documents (BRDs) and user stories with acceptance criteria
  • Process flow diagrams (AS-IS / TO-BE)
  • Sprint backlog and feature traceability matrix
  • UAT plans and support for test case execution
  • Communication and training materials for end-users and support teams
  • Executive dashboards highlighting status, risks, and mitigation plans
  • Lessons learned and post-implementation feedback summary