Business Analyst - ServiceNow

Twin Staffing

Twin Staffing

Calgary, AB, Canada

Posted 10 days ago

Business Analyst - ServiceNow

Calgary, Halifax and NYC


  • Act as a subject matter expert on ServiceNow platform during the design and implementation project phases
  • Promote ServiceNow best practices and recommend out of the box solutions where appropriate
  • Elicit requirements using interviews, requirements workshops, process document analysis, technical research, reverse engineering and prototyping
  • Capture business and functional requirements in the form of user stories, use cases, process flowcharts, UML diagrams and other business process modeling techniques
  • Translate technical and business requirements between business and technical teams
  • Collaborate with the Architecture Review Board on defining technical design and ensure that the standards are followed when documenting technical solution
  • Review proposed solutions with customers
  • Collaborate with the Engagement Managers team on the projects estimates and delivery
  • Build strong relationships with... projects stakeholders. anticipate issues, think proactively, and use critical thinking skills
  • Write user guides, manuals and technical knowledge articles
  • Keep up-to-date on ServiceNow functionality and make recommendations on how the new features can be used to enhance business processes
  • Interface with the QA and Development teams to confirm that the developed solutions meet business requirements
  • Assist in analysis and reporting of defects during testing phase
  • Facilitate review and training sessions with functional owners and end-user representatives
  • Provide implementation and post implementation support when required
  • Recommend changes to established methods and suggest alternative solutions to improve quality and increase productivity

Ideal Candidate

  • Strong working knowledge of ServiceNow Software Asset Management (SAM)
  • Strong ServiceNow knowledge and experience in implementing ServiceNow solutions (ITSM is a must, other areas are beneficial but not mandatory)
  • Experience in workflow analysis, process design, implementation and re-engineering principle
  • Ability to bring clarity to complex business problems and communicate concepts in a meaningful and concise way
  • Ability to understand business needs, map them to functional requirements and capture technical design solution
  • Understanding of different SDLC methodologies like Agile, Waterfall, Iterative
  • Understanding of IT concepts (windows platform, integrations, webservices, reports)
  • Solid problem solving and analytical skills
  • Broad business and management knowledge
  • Ability to work effectively with people at all levels of the organization
  • Client focused approach with outstanding interpersonal skills
  • Excellent written and verbal communication skills
  • Technical and Professional Expertise
  • 3+ years of hands-on experience with ServiceNow platform
  • 5+ years of experience creating and documenting requirements, specifications, and solution designs in a software development environment
  • Certified Implementation Specialist Software Asset Management (SAM), or open to getting the certification
  • Proficiency in Microsoft Office Suite including Visio, PowerPoint and collaboration tools
  • ServiceNow Certified System Administrator (CSA) certification is a plus

If you feel you are a strong match for this career opportunity, feel free to send a cover letter and updated CV to or

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