Business Analyst - ServiceNow

Job Title: Business Analyst – ServiceNow

Location: Toronto– Hybrid (Onsite: Every Monday and 2nd Friday of the month)

Contract Duration: 1 year (renewable)

Key Responsibilities:

• Gather, document, and analyze business requirements related to CMDB, ITSM workflows, and ServiceNow enhancements.
• Collaborate with technical teams to translate business needs into functional specs.
• Support CMDB governance, data quality, and configuration item (CI) lifecycle processes.
• Assist with process mapping, gap analysis, and workflow improvements.
• Communicate updates, findings, and recommendations clearly to both technical and non-technical stakeholders.
• Support testing, validation, and UAT for ServiceNow changes.
• Help define standards and best practices related to ServiceNow data, CMDB structures, and ITSM processes.

Must-Haves:

• 5+ years of Business Analyst or Business Systems Analyst experience.
• 2+ years of hands-on experience with ServiceNow
• Strong communication skills, able to interface with leadership, technical teams, and business partners.
• Understanding of CI classes, relationships, discovery, and data quality concepts.
• Ability to build clear documentation, process flows, and business cases.
• Strong analytical skills and comfort working with structured data.
• Ability to be onsite every Monday and 2nd Friday of each month.

Nice-to-Haves:

• Experience in financial services or large enterprise environments.
• CMDB or ITSM modules.
• Knowledge of ITIL processes (Incident, Change, Problem).
• Familiarity with ServiceNow Discovery or Service Mapping.