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Senior Business Systems Analyst, ServiceNow CSM
Posted last week
About the role
- Senior Business Systems Analyst leading ServiceNow CSM modernization at Canada’s export finance corporation. Driving requirements, workflow design, testing, and scalable digital service delivery.
Responsibilities
- Lead business systems analysis for ServiceNow CSM initiatives, enhancements, platform improvements, and defect resolution
- Partner with Product Owners, stakeholders, architects, developers, QA, and platform teams
- Gather, analyze, and document requirements, user stories, acceptance criteria, process flows, and test scenarios
- Lead analysis and design of case management, customer journeys, intake processes, workflow orchestration, service delivery models, assignment rules, notifications, reporting, and user experience requirements
- Analyze current-state processes and identify opportunities to simplify, standardize, automate, and enhance service delivery
- Support ServiceNow service models, business capabilities, data relationships, and platform governance aligned with enterprise architecture and CSDM
- Evaluate solution options, define functional designs, and ensure scalable solutions minimize customization and technical debt
- Support backlog management and Agile delivery by identifying scope, dependencies, risks, assumptions, priorities, and sequencing
- Assess cross-functional and cross-system impacts involving ServiceNow CSM, Salesforce, customer portals, reporting platforms, integrations, and downstream processes
- Support UAT planning and execution, defect triage, business validation, release readiness, implementation, and adoption
- Troubleshoot production issues involving business impacts, process gaps, system behaviour, data integrity, and workflow inconsistencies
- Maintain requirements, process maps, traceability matrices, decision logs, support documentation, and release materials
- Guide and mentor other analysts and contribute to continuous improvement of delivery practices, documentation, stakeholder engagement, and Agile ways of working
Requirements
- University degree in Business, Information Technology, Computer Science, Engineering, Business Technology Management, or a related discipline
- Minimum 7 years of experience in Business Analysis, Business Systems Analysis, Product Delivery, or large-scale enterprise technology initiatives
- Significant experience leading requirements gathering, business process analysis, and solution delivery for enterprise technology platforms in complex organizational environments
- Experience with ServiceNow, particularly Customer Service Management (CSM), Case Management, CRM, or similar workflow and service management platforms
- Strong understanding of customer service operations, case management, workflow automation, service delivery models, customer journeys, and process transformation
- Experience documenting and validating business and functional requirements, user stories, acceptance criteria, process flows, test scenarios, and project/release documentation
- Experience in Agile delivery environments, including backlog refinement, sprint planning, UAT coordination, defect triage, release planning, and cross-functional collaboration
- Strong facilitation and stakeholder management skills
- Experience simplifying, standardizing, automating, and modernizing business processes through workflow automation, intelligent case management, AI-enabled capabilities, or digital service delivery solutions
- Working knowledge of ServiceNow platform concepts, including cases, accounts, contacts, services, SLAs, assignment rules, notifications, roles, knowledge management, reporting, dashboards, workflow configuration, and CSDM concepts
- Experience assessing cross-system impacts and dependencies across ServiceNow, Salesforce, customer portals, reporting tools, integrations, and downstream operational systems
- Demonstrated ability to mentor or guide other analysts and foster best practices
- Excellent communication, analytical, and problem-solving skills
- Legally able to work in Canada at the time of application; Canadian Citizens or Permanent Residents preferred
- Must meet requisite government security screening requirements
- ServiceNow certifications, CBAP, PMI-PBA, bilingualism in English and French, and related additional experience are assets
Benefits
- Performance-based incentive
- Competitive compensation and benefits package
- Hybrid work options
- 3 to 4 weeks paid vacation
- Corporate closure period
- Summer early Fridays
- No-meeting Fridays
- Continuous learning opportunities
- Training programs and workshops
- Language training
- Inclusive workplace and employment equity
- Wellness initiatives
- Mental health support
- Fitness programs
- Volunteer opportunities
- Social responsibility programs
- Relocation assistance for eligible candidates
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