Service Now Business Analyst

Job Title: Service Now Business Analyst

• *Location**: Halifax, NS (Onsite 3 days mandatory)
• *Max Rate CAD$33/hr on T4**

Experience: 10+ Yrs

No OT applicable

Job summary:

• Assist with Onboarding and deployment of Operations Workspace for the current and upcoming audience which will include requirement gathering, Stakeholder/Technology Teams co-ordination, creating communication etc. to adhere alignment with out of the box practices and industry standards.

• Product investigation to promote future enhancements & updates to Operations Workspace to meet business requirements.

• Create training material, videos and use cases for steady state support to Global Support Teams.

• Update BRD based on the requested changes in the product and ensure required approvals are in place prior to the implementation.

• Work with the vendor, PM and Service Now Lab Lead to ensure proper traction/resolution of issues during development, code review phase aligned with the business requirements and project timelines.

• Ensure regular Stakeholder updates are delivered.

• Assistance with calculating estimates, and proper reporting handover from the Technology Solutions to the Service Desk Teams.

• Act as business SME for Operations Workspace and point of contact for hyper care support for Global stakeholders.

• Business UAT lead for the deployment. Create UAT test cases, consolidate the defects, report to the Technology Team for solutioning, ensure proper sign off to aid operational readiness.

• Conduct Module administration and role management.

• Assistance with product research, planning, implementation, deployment, onboarding, co-ordination, communication, vendor engagement for future planned phases i.e. Live Agent implementation, Generative AI.

• Support operational investigation and assist with operational model design for any new upcoming changes.

• Complete in-depth data analysis on ServiceNow reports leveraging Office 365 (Excel and Power BI) suite for increased automation and efficiency.:

• Document process and support flows as needed (including scope definition, process mapping, support flow escalation matrix, RACI, UAT testing, Communication, etc.)

Experience Required: 8+ - 10 years

• *Regards,**
• *Compest Solutions Inc**
• *D: 647-660-7562**
• *Job Type**: Fixed term contract
• *Salary**: $30.00-$33.00 per hour

Expected hours: 8 per week

Schedule:

• 8 hour shift

• *Experience**:

• Service Now Business Analyst: 10 years (preferred)

• BRD: 10 years (preferred)

• UAT test cases: 10 years (preferred)

• ServiceNow reports leveraging Office 365: 10 years (preferred)

• Excel and Power BI: 10 years (preferred)