Senior ServiceNow ITSM and SPM Expert

We are seeking a highly motivated and detail-oriented senior professional to join our team as a ServiceNow business analyst. In this role, the business analyst will be responsible for following requirements from ideation until post-implementation and operationalization.

The ideal candidate will have expertise in IT Service Management (ITSM) and Strategic Portfolio Management (SPM), with a strong understanding of ServiceNow out-of-the-box functionalities and optimization best practices. They will elicit, document, and manage the scope definition, ensuring that it covers business and/or technology solutions delivered by programs/projects/enhancements.

In addition, they will collaborate with stakeholders to gather and analyze business requirements related to ITSM and SPM functionalities, design, configure, and implement solutions in the ServiceNow platform, conduct testing and validation of implemented solutions, and assist in documenting processes, procedures, and best practices.

The successful candidate will also participate in training sessions and knowledge transfer activities for end users and team members, stay updated with industry trends and best practices in ITSM, SPM, and ServiceNow, and create and maintain documentation related to ServiceNow configurations, processes, and procedures.

Required Skills and Qualifications

• A bachelor's degree in computer science, information technology, or a related field
• Proficiency in ServiceNow platform capabilities such as Incident Management, Change Management, Problem Management, Event Management, Release Management, Service Catalogue, CSDM, and Reporting
• Strong analytical skills with the ability to gather and interpret business requirements
• Excellent communication skills to collaborate with stakeholders and convey technical concepts effectively
• The ability to work independently and in a team environment, managing multiple tasks and priorities effectively
• Certification in ServiceNow (e.g. Certified Implementation Specialist) and familiarity with the ITIL framework would be an asset
• 5+ years of experience working as a business analyst or equivalent
• 5+ years working within ServiceNow, with a strong understanding of ITSM and SPM modules
• A solid understanding of IT resources and configuration management principles
• Data analysis and reporting skills
• Problem-solving and troubleshooting capabilities
• Technical documentation skills
• Knowledge of network protocols, devices, and infrastructure components would be an asset
• SPM knowledge would be an asset
• Project management experience and familiarity with Agile methodologies would be a plus

Benefits

• Annual bonus based on the company's financial results
• Generous paid time away
• Pension plan
• Collective saving opportunities
• Industry-leading healthcare fully paid by the employer

Others

We value diversity and strive to create an inclusive workplace where every employee feels like they belong, where they can grow and find meaning. We offer a range of benefits and perks to support our employees' well-being and career development. If you are passionate about ServiceNow and have a strong desire to contribute to our success, we encourage you to apply for this exciting opportunity.