Our valued client is seeking a Senior Service

Now Business Analyst to support the design and delivery of solutions on a Service

Now platform, with a strong focus on Customer Service Management (CSM) The Service

Now Business Analyst will support the design and delivery of solutions on the Service

Now platform, with a strong focus on Customer Service Management (CSM).

This role is critical in helping the organization transform its customer experience journeys by working closely with stakeholders across onboarding, payments, claims, underwriting, customer management, and other service areas.

The BA will be responsible for eliciting, validating, and documenting business and technical requirements that are clear to both business stakeholders and the Service

Now implementation team.

The ideal candidate will have solid platform knowledge, a collaborative mindset, and the ability to work independently to solve problems and guide stakeholders through change.

Responsibilities: Collaborate with stakeholders to gather and analyze business requirements across customer experience journeys (e.g., onboarding, payments, claims, underwriting, customer management).

Lead and facilitate workshops to define service desk and ticket management processes.

Translate business needs into user stories, functional specifications, and workflow designs.

Design and document catalog items, approvals, permissions, and process flows.





Identify data sources and contribute to high-level data modeling.

Configure and support Service

Now CSM modules, leveraging Flow Designer, Workflow Data Fabric, and Automation Center.

Conduct user acceptance testing (UAT) and support successful deployment of solutions.

Provide training and post-deployment support to end-users.

Collaborate with architecture owners and change management teams to align solutions with enterprise standards.

Must Have Skills: 5+ years experience as a Business Analyst supporting Service

Now platforms with a focus on Customer Service Management (CSM) Holds or eligible for a Government of Canada Reliability Clearance (5+ years in Canada) Service

Now certifications relevant to the role (eg: CSA/CAD and/or CIS-CSM) and demonstrate hands-onexperience eliciting, documenting, and translating business requirements into user stories/functional specifications for Service

Now CSM configurations ( Acceptable alternatives: Service

Now CSA and at least one additional Service

Now certification relevant to the role, such as CAD, CIS CSM, CIS ITSM, or CIS DF (Data Foundations )) Nice to have: Prior experience with

Service

Now Customer Service Management (CSM) initiatives where you acted as the Business Analyst.

Ability to describe scope and complexity, stakeholders engaged, key requirements deliverables produced (e.g., epics/user stories, process maps), and the outcome achieved

📌 Senior ServiceNow Business Analyst to support the design and delivery of solutions on a ServiceNow platform, with a strong focus on Customer Service Management (CSM) (Montreal)
🏢 S.i. Systems
📍 Montreal