Business Analyst - ServiceNow

Our Ottawa based client has a 3 year hybrid remote contract opportunity for a Business Analyst with ServiceNow experience.

Applicants must live in the Ottawa or surrounding area.

Job Description:

• Work with internal stakeholders and subject matter experts to meet project goals and best practices

• Use JIRA to assign and track tasks, ensuring resource activities are aligned with project timelines

• Gather and analyze data to identify process performance gaps, recommending improvements where necessary

• Identify and define the scope of requirements, assessing impact, expected outcomes, and key success metrics

• Support the project manager by maintaining Excel-based tracking sheets and updating key project documents in Word and SharePoint

• Prepare clear storytelling narratives for business cases, user stories, and use cases, ensuring alignment with stakeholder needs

• Communicate with clients as needed to clarify requirements and provide progress updates

• Assist in coordinating process revisions, helping track workflow updates, and ensuring changes are successfully implemented

• Monitor JIRA board activities to keep track of task status, identify blockers, and follow up with relevant team members

• Assist in creating and presenting process reports and dashboards for client approvals and executive reviews

• Provide project updates via email, meetings, and documentation to keep internal teams and external stakeholders aligned

• Help address loose ends by submitting and tracking tickets in ServiceNow, ensuring issues are properly escalated

• Work with other teams and ensure compliance with established processes

• Follow up on pending tasks and dependencies to move projects forward

• Assist with developing test plans and scripts, ensuring that changes meet quality and business requirements

• Support end-to-end process validation and user acceptance testing

• Provide all-around project assistance where needed, whether it’s handling documentation, process tracking, or stakeholder coordination

• Adapt to shifting priorities and support the project manager in various administrative and strategic capacities

Required Qualifications & Skills:

• University degree or college diploma in business administration or a related field

• A minimum of 5 (five) years of analytical experience

• Demonstrated experience with Microsoft’s suite of tools including o Visio, Excel, PowerPoint and Word

• Proficient in the use of Atlassian JIRA

• Proficient in the use of ServiceNow ITSM modules and reporting

• Demonstrated experience in Agile and innovative who can thrive in an environment of change and ambiguity

• Demonstrated client-facing expertise and proven analytical background

• Demonstrated ability to work autonomously, self-prioritizing, switching between multiple tasks as required, to deliver high-priority items quickly

• Demonstrated ability to communicate at all levels of an organization, along with the ability to write user guides, manuals, and technical knowledge articles

Additional Qualifications will also be considered:

• Demonstrated ability to organize effectively

• International Institute of Business Analysis (IIBA), Certified Business Analysis Professional (CBAP) designation

• Demonstrated experience with Value Stream mapping

• Demonstrated knowledge of Design Thinking process