Business Analyst - ServiceNow

Req Id: 429615

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.

Summary

Reporting to the ServiceNow CoE, this role is responsible for managing the enterprise intake (“front door”) for all ServiceNow demand. The Business Analyst ensures requests are clearly defined, value-driven, and structured to

support prioritization, governance, and investment decisions before entering delivery.

Key Responsibilities

Lead intake discussions and facilitate workshops with business stakeholders Ensure all demand flows through the standard ServiceNow intake process Guide requestors to clearly articulate business problems, outcomes, and success criteria Translate requests into structured, decision-ready demand Define scope, business value, risks, and dependencies Document current state, future state, and key use cases Support demand triage and qualification activities Identify duplication, misalignment, or opportunities for reuse Prepare inputs for value-based prioritization and decision forums Maintain high-quality demand records in ServiceNow (SPM) Ensure completeness and consistency of intake data Support reporting on demand pipeline, volume, and value

Critical Qualifications

Minimum 5 years of experience as a Business Analyst or equivalent Experience in enterprise platforms (ServiceNow preferred) Experience in demand intake, governance, or portfolio management Strong facilitation and stakeholder engagement skills Ability to translate ambiguous needs into structured requirements Strong analytical and problem-solving skills Experience with process mapping and business case development

Preferred Qualifications

Experience with ServiceNow SPM Experience in CoE or governance-based models Experience with AI-assisted intake or digital workflows Cross-functional collaboration across business and technology teams

Adequate knowledge of French is required for positions in Quebec.

Additional Information

Position Type: ManagementJob Status: Regular - Full TimeJob Location: Canada : Ontario : Ottawa || Canada : Ontario : Mississauga || Canada : Quebec : Montreal

Work Arrangement: Hybrid

Application Deadline: 05/26/2026

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements.If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

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Created: Canada, ON, Toronto

Bell, one of Canada's Top 100 Employers.