ServiceNow Analyst

Role and Responsibilities

We are seeking an active member of our technology business transformation team.

• Collaborate with business stakeholders to elicit, analyze, validate, and document business requirements related to ServiceNow platform enhancements, customizations, and integrations.
• Coalesce with technical teams to design effective solutions on the ServiceNow platform that meet business objectives, considering best practices, scalability, and efficiency.
• Identify opportunities for process optimization and automation within ServiceNow, conducting gap analyses and recommending enhancements to streamline workflows and improve overall efficiency.
• Develop and execute test plans, test cases, and test scripts to validate ServiceNow solutions, ensuring they meet quality standards and business requirements.
• Create comprehensive documentation including functional specifications, process flows, technical design documents, and user guides to support ServiceNow implementations and ongoing maintenance.
• Provide training and support to end-users to facilitate the adoption of new ServiceNow functionalities, ensuring that users are equipped with the knowledge and resources to effectively utilize the platform.
• Stay updated on emerging ServiceNow technologies, features and industry trends, providing recommendations for continuous improvement and innovation.
• Design and document ServiceNow solutions, including configuration, customization, and integrations, to meet business needs and objectives.
• Provide support to project managers in planning, scheduling, and executing ServiceNow projects, ensuring timely delivery and successful implementation.
• Analyze existing business processes and workflows to identify areas for improvement, automation, and optimization within the ServiceNow platform.

Collaborative Team Player

• Share knowledge with team members & participate in various learning-sharing activities
• Contribute to the collaborative and stimulating work environment
• Be a change agent & Agile mindset promoter

Your Qualifications

• Strong oral and written communication skills in English - bilingual (English/French) preferred
• Results-oriented with great team spirit, leadership, and motivation skills
• Autonomous – comfortable exercising independent judgment in performing job duties
• Ability to interface with Business Stakeholders (Business Unit and stakeholders) at all levels.
• Adaptable – adaptable to evolving technologies, methodologies, and project requirements within the dynamic IT landscape.
• A bachelor's degree or relevant industry experience.
• Minimum of 4 years of experience as a Business Analyst.
• Minimum of 2 years of experience as a ServiceNow Business Analyst.
• ServiceNow certifications such as Certified System Administrator.
• In-depth understanding of ITIL framework and best practices.
• Good knowledge and experience of ITSM, SecOps, and ITAM processes.
• Experience with ServiceNow modules such as Asset Management, Incident Management, CMDB, and Vulnerability Response
• Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
• Proven track record of successfully delivering ServiceNow projects on time and within budget.