ServiceNow Business Analyst
emergiTEL
Remote
Canada
We are seeking a skilled ServiceNow Business Analyst for a contract consulting engagement supporting enterprise technology and service management initiatives. This role is ideal for a consultant who thrives at the intersection of business and technology and enjoys partnering with stakeholders to translate business needs into clear, actionable requirements.
You will play a key role in driving alignment across business and technology teams, ensuring solutions are well-defined, user-focused, and delivered with quality.
You will play a key role in driving alignment across business and technology teams, ensuring solutions are well-defined, user-focused, and delivered with quality.
What You Will Be Doing:
- Build strong relationships with business stakeholders to understand objectives, challenges, and operating models
- Elicit, analyze, and manage business, user, and system requirements, translating them into clear user stories and functional documentation
- Act as a bridge between business and technology teams, ensuring alignment on functional and non-functional requirements (e.g., quality, scalability, integrations, constraints)
- Create and maintain functional requirements, user stories, use cases, process flows, and supporting artifacts to meet delivery needs
- Support and/or lead User Acceptance Testing (UAT), including test planning, smoke testing, validation of test cases, and securing business sign-off for deployments
- Collaborate with cross-functional teams including IT, PMO, vendors, and delivery partners throughout the application development lifecycle
- Contribute to continuous improvement initiatives by adopting and promoting ServiceNow best practices, tools, and platform capabilities
- Support knowledge transfer, documentation, and training materials as required
Your Qualifications:
- Proven experience as a Business Analyst, ideally within ServiceNow or other IT Service Management (ITSM) platforms
- Strong verbal and written communication skills, with the ability to engage and influence diverse stakeholders
- Ability to manage multiple initiatives simultaneously in a fast-paced, deadline-driven environment
- Strong process mapping, workflow design, and diagramming capabilities
- Hands-on experience documenting business requirements, functional specifications, test scenarios/scripts, and business processes
- Excellent facilitation, interview, workshop, and presentation skills
- Working knowledge of ServiceNow or service management technologies
- ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist) are considered an asset
- Experience creating and delivering training or enablement materials is a plus
- Solid understanding of project delivery and software development methodologies