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Summary

The ServiceNow Analyst plays a key role in the analysis, configuration, optimization, and ongoing support of the ServiceNow platform. The position supports IT Service Management (ITSM) processes and contributes to the continuous improvement of service delivery. Acting as a bridge between business stakeholders, technical teams, and vendors, the analyst ensures that the platform meets operational needs, governance requirements, and agreed service levels.

Key Responsibilities

- Analyze business and operational needs related to IT service management (incidents, requests, problems, changes, assets, CMDB, etc.) and translate them into functional and technical requirements within ServiceNow.
- Configure, customize, and maintain ServiceNow modules in alignment with platform best practices.
- Contribute to the design, implementation, and enhancement of workflows, forms, business rules, notifications, and dashboards.
- Ensure data quality, integrity, and consistency across ServiceNow, particularly for incidents, changes, assets, and the CMDB.
- Collaborate with technical teams to integrate ServiceNow with other systems (e.g., monitoring tools, directories, cloud solutions).
- Develop and maintain reports and key performance indicators (KPIs) such as SLA, SLR, MTTR, volumes, and trends to support operational monitoring and decision-making.
- Provide level 2 and 3 functional support to users and support teams, including troubleshooting and resolving ServiceNow-related issues.
- Participate in testing activities (unit, integration, user acceptance) for enhancements, fixes,



and new functionalities.
- Maintain documentation related to processes, configurations, and operational procedures.
- Participate in or facilitate workshops with stakeholders and support user training and change management activities.

Critical Qualifications

- University or college degree in Computer Science, Information Systems, Software Engineering, or a related field.
- Relevant experience as a functional analyst, application analyst, or ServiceNow analyst.
- Solid understanding of ITIL processes (incident, request, problem, change, asset management, CMDB).
- Hands‑on experience with the ServiceNow platform, including configuration, service catalogs, reporting, and dashboards.
- Strong analytical skills with the ability to interpret operational data and produce clear, reliable performance indicators.
- Excellent communication skills and the ability to collaborate effectively with multidisciplinary teams.
- Solid organizational skills, attention to detail, autonomy, and a commitment to high‑quality deliverables.

Preferred Qualifications

- ServiceNow certifications.
- ITIL certification (Foundation or higher).
- Experience in managed services, government, or large‑scale environments.
- Knowledge of integrations (MID Server, APIs, monitoring tools).

Additional Information

Adequate knowledge of French is required for positions in Quebec.

Position Type: Management. Job Status: Regular - Full Time. Job Location: Canada : Quebec : Quebec City. Work Arrangement: Hybrid.

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📌 Senior Consultant, Solution Delivery, Service Now (Quebec City)
🏢 Bell
📍 Quebec City