Sr Business Systems Analyst

Select how often (in days) to receive an alert:

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast.

If you are interested in being a part of this, consider applying for the following opportunity:

We are seeking a Senior Business Systems Analyst (BSA) to support and evolve our Service Now platform
, with a primary focus on IT Service Management (ITSM) capabilities. This role is a backfill for a senior platform analyst position and will perform the work currently handled by senior analysts supporting Service Now operations and governance.

The successful candidate will partner closely with business stakeholders, Service Now product owners, technical delivery teams, and vendors to ensure the platform is operated, enhanced, and governed in alignment with enterprise standards. This role balances operational stability and continuous improvement and acts as a senior functional authority for Service Now usage and decision‑making.

• Act as a senior functional owner for Service Now modules, including ITSM processes such as Incident, Problem, Change, Request, and CMDB.
• Ensure platform usage aligns with operational standards, governance models, and change management processes.
• Serve as an escalation point for day‑to‑day functional and operational questions related to Service Now.

• Analyze current‑state Service Now processes and usage to identify gaps, constraints, and improvement opportunities.
• Partner with business stakeholders and product owners to define future‑state processes and functional requirements.
• Translate business needs into clear, actionable requirements, user stories, and functional designs aligned to target outcomes.

• Build strong working relationships with IT operations teams, business partners, and leadership.
• Facilitate workshops, working sessions, and reviews to align on requirements, changes, and priorities.
• Support enablement efforts by helping teams understand and adopt Service Now capabilities effectively.

• Support delivery teams through the lifecycle of Service Now enhancements, from intake through deployment.
• Coordinate and support User Acceptance Testing (UAT) across multiple process areas.
• Ensure changes meet operational readiness, compliance, and quality expectations.
• Partner with stakeholders to support reporting and insights related to platform usage and performance.
• Assist with audit and compliance activities, including administrative access and privileged role reviews.
• Support release coordination activities tied to platform changes and enhancements.

• 7+ years of experience as a Business Systems Analyst or Senior Business Analyst in an enterprise IT environment.
• Hands‑on experience with the Service Now platform in a production environment (this is a core requirement).
• Strong understanding of IT Service Management (ITSM) processes such as Incident, Problem, Change, Request, and CMDB.
• Experience working with cross‑functional teams including business stakeholders, product owners, developers, and system administrators.
• Demonstrated ability to analyze complex processes, document requirements, and support solution delivery.
• Strong communication skills, with the ability to explain technical concepts to non‑technical audiences.

• We recognize that not every candidate will bring all of the following. These are assets
  , not prerequisites:
• Experience supporting Service Now platform transformations or large‑scale enhancements.
• Exposure to IT governance, audit, or cyber‑security processes.
• Experience working with external vendors or system integrators.
• Familia…