Servicenow BA -Hybrid

serviceNow Business Analyst who will be responsible for analyzing business processes, gathering requirements, and ensuring the successful implementation of ServiceNow solutions that align with organizational goals. This role requires collaboration with stakeholders to identify opportunities for process improvement and to ensure that the ServiceNow platform meets the business's needs.

Location- Toronto

Qualifications

• Bachelor's/master's degree in Computer Science, Information Technology, or Business Administration.
• 7+ years of experience in business analysis, preferably in an IT service management (ITSM) or Customer Service Management (CSM) environments.
• Experience with the ServiceNow platform, including modules like Incident Management, Change Management, and Service Catalog, etc
• Strong understanding of business process modelling and requirements analysis methodologies.

Skills

• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to work effectively with diverse teams.
• Proficiency in creating process maps, user stories, and other documentation.
• Familiarity with Agile methodologies and project management principles.
• Knowledge of ITIL (Information Technology Infrastructure Library) concepts is a plus.

Preferred Qualifications

• ServiceNow certifications (e.g., Certified Implementation Specialist).
• Experience in change management, release management, and service catalog management.

Key Responsibilities

• Requirements Gathering: Conduct interviews, surveys, and workshops to gather and document business requirements from stakeholders.
• Process Analysis: Analyze current business processes and identify areas for improvement to enhance efficiency and effectiveness.
• Solution Design: Collaborate with technical teams to design and configure ServiceNow solutions based on business requirements.
• Stakeholder Communication: Act as a liaison between business stakeholders and technical teams, facilitating clear communication and understanding of requirements.
• Test Planning: Develop and execute test cases to ensure solutions meet business requirements and quality standards.
• Documentation: Create and maintain comprehensive documentation, including business requirements, process flows, and user guides.
• Project Management: Assist in project management activities, including planning, monitoring, and reporting on project progress.