Business Systems Analyst - ServiceNow

Overview

Location:

Toronto, ON. Hybrid – 1 day on-site (Anchor days: Thursday). Contract Duration: 6 months. Possibility of extension:
Yes (Based on business need). Possibility of conversion to FTE:
Possibly (Based on business need). Number of Positions:
1. Schedule

Hours:

9am-5pm Monday–Friday; standard 37.5 hrs/week (Possible OT).

Business group:
Global Technology Enterprise Platforms (GTEP). Project: GTS - Service Support. PAM transformation project. Onboarding to Service Now. Onboarding Service Now Workflow for backend integration. Contributes to the overall success of the ITSM engineering team under Global Enterprise & Technology Platforms (GTEP). Utilize the Service Now cloud-based workflow platform to provide enterprise IT Service Management, Asset Management and Operations Management in compliance with governing regulations, internal policies and procedures.

Ensure team goals, plans, and initiatives are delivered in support of business strategies and objectives. Reason:
Additional support. Team size: ~50.

The successful candidate will have the opportunity to work closely with customers, Business Analysts, and team members to understand business requirements that drive the analysis and design of quality technical solutions.

• Collaborate with business stakeholders to gather, analyze, and document business requirements, ensuring alignment with organizational goals and objectives.
• Act as the liaison between business teams and technical teams, translating business needs into functional specifications and user stories.
• Lead requirements gathering sessions and assist in the creation of user stories, epics, and acceptance criteria for development teams.
• Analyze and improve business processes using Lean methodologies, focusing on eliminating waste, improving efficiency, and ensuring value delivery.
• Work within Agile frameworks (Scrum/Kanban) to manage and prioritize backlogs, facilitate sprint planning, and ensure timely delivery of business solutions.
• Facilitate and support daily standups, sprint reviews, retrospectives, and other Agile ceremonies.
• Collaborate to evolve Dev Ops practices to ensure smooth deployment processes, continuous integration, and delivery (CI/CD).
• Assist in the creation of system documentation, including process flows, use cases, and technical specifications.
• Perform gap analysis and recommend solutions to enhance business operations and systems.
• Conduct system testing and validation, ensuring that solutions meet business needs and requirements.
• Provide post-implementation support and assist with troubleshooting and issue resolution.
• Ensure adherence to Agile principles, Lean practices, and Dev Ops culture across the organization.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

• In-depth knowledge of ITIL foundation and IT Service Management
• Experience with system integration and data analysis is a plus.
• Previous experience with IAM/PAM is preferred
• Experience with Dev Ops practices, including CI/CD pipelines and automation tools. (Config Service Now WF.)
• Project Management knowledge to work with large & complex project teams.
• Strong understanding of Agile frameworks (Scrum, Kanban) and Lean methodologies.

• Ability to manage multiple tasks and prioritize effectively in a fast-paced, dynamic environment.
• Excellent communication and interpersonal skills, with the ability to work collaboratively in cross-functional teams.
• Strong analytical and problem-solving skills, with attention to detail.

• Post-secondary education in Computer Science, Information Systems, Business Administration, or a related field (or equivalent work experience).
• Senior Business Analysis Certification ???? | IIBA nice to have

The ideal candidate will have strong experience with (Pending confirmation).

• 2 rounds of video interviews
• 1st round:
  With BA lead. Technical assessment and situational questions based on previous experience
• 2nd round:
  With HM and Project team. Situational and Behavioral fit interview

ASAP