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Senior Business Systems Analyst, ServiceNow CSM
Posted 6 days ago
About the role
- Analyste principal(e) dirigeant l’analyse et la modernisation du ServiceNow CSM chez EDC. Conception de solutions, exigences, intégrations, tests et soutien opérationnel.
Responsibilities
- Lead business systems analysis activities related to ServiceNow Customer Service Management (CSM) initiatives, enhancements, platform optimizations, and incident resolution.
- Collaborate with product owners, business stakeholders, architects, developers, quality assurance teams, and platform teams to gather, analyze, and document business requirements, user stories, acceptance criteria, operational processes, and test scenarios.
- Lead the analysis and design of ServiceNow CSM capabilities, including case management, customer journeys, intake processes, workflow orchestration, service delivery models, assignment rules, notifications, reporting, and user experience requirements.
- Analyze current processes and identify opportunities to simplify, standardize, automate, and improve service delivery using ServiceNow capabilities, workflow automation, intelligent case management, and AI-powered solutions.
- Support the evolution of ServiceNow service models, business capabilities, data relationships, and platform governance in alignment with enterprise architecture standards and the Common Service Data Model (CSDM).
- Collaborate with technical teams to assess solution options, define functional designs, and ensure that business requirements are delivered through scalable solutions that minimize customization and technical debt.
- Support product backlog management and Agile delivery activities by defining scope, dependencies, risks, assumptions, priorities, and implementation sequencing.
- Assess cross-functional and cross-system impacts involving ServiceNow CSM, Salesforce, customer portals, reporting platforms, integrations, and downstream operational processes.
- Support testing activities, including the planning and execution of user acceptance testing (UAT), defect management, business requirements validation, and production readiness.
- Resolve production issues by analyzing business impacts, process gaps, system behaviour, data integrity issues, and workflow inconsistencies.
- Maintain comprehensive documentation, including business requirements, process maps, traceability matrices, decision logs, support documentation, and delivery-related documents.
- Provide mentoring and guidance to other analysts and contribute to continuous improvement initiatives related to ServiceNow delivery practices, documentation standards, stakeholder engagement, and Agile ways of working.
Requirements
- University degree in business administration, information technology, computer science, engineering, business technology management, or a related field.
- At least 7 years of experience in business analysis, business systems analysis, product deployment, or enterprise technology initiatives.
- Several years of experience leading requirements and process analysis activities for enterprise technology platforms.
- Experience delivering solutions using ServiceNow CSM, ServiceNow, a CRM application, or other similar case management and workflow platforms.
- Experience supporting process transformation, workflow redesign, operational improvement, or platform modernization initiatives.
- Experience working in an Agile environment alongside cross-functional product and technology teams.
- Experience implementing, supporting, or optimizing ServiceNow Customer Service Management (CSM) solutions within large organizations.
- Experience leading business analysis activities related to platform modernization, service transformation, enterprise case management, customer experience, or service design.
- Knowledge of ServiceNow AI and automation capabilities, including Now Assist, Virtual Agent, AI Search, intelligent workflows, customer self-service, and other AI-powered service delivery solutions.
- Experience with ServiceNow platform capabilities such as Performance Analytics, reporting, Knowledge Management, Service Catalog, App Engine, Virtual Agent, and Automation Center.
- Experience with Salesforce, CRM platforms, customer portals, enterprise integrations, APIs, data flows, and related systems architecture concepts.
- Experience supporting digital transformation, operational improvement, automation, or service delivery modernization initiatives.
- Experience in financial services organizations, Crown corporations, government agencies, regulated environments, or other large and complex organizations.
- ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist – Customer Service Management (CIS-CSM), Certified Application Developer (CAD), or another relevant ServiceNow certification.
- Professional certifications such as Certified Business Analysis Professional (CBAP), PMI Professional in Business Analysis (PMI-PBA), or an equivalent business analysis certification.
- Bilingual in both official languages (French and English).
- Legally eligible to work in Canada at the time of application; Canadian citizens and permanent residents preferred.
- Must meet government security requirements.
Benefits
- Performance-based compensation
- Relocation assistance available to eligible candidates
- Competitive compensation and benefits package
- Various hybrid work options
- Three to four weeks of vacation
- Year-end office closure
- Shorter summer Fridays
- Meeting-free Fridays
- Training programs
- Workshops
- Language training
- Diverse and inclusive workplace
- Wellness initiatives
- Mental health support
- Fitness programs
- Volunteer activities
- Corporate social responsibility programs
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