Job Title: ServiceNow SAM/ITAM Business Systems Analyst

Location: Toronto, ON

Work Arrangement: Hybrid (1–3 days onsite/week)

Contract Length: 6 months with potential extension and conversion to full-time

Hours: Monday–Friday, 8:30 AM–5:00 PM

Pay Rates

- T4 - $71.72
- INC - $81.41

ServiceNow SAM/ITAM Business Systems Analyst Are you a ServiceNow expert passionate about optimizing IT asset management, improving data governance, and building scalable technology processes? Join a collaborative team where you’ll play a key role in enhancing enterprise ServiceNow capabilities and driving software and hardware asset management initiatives.

We are seeking an experienced ServiceNow SAM/ITAM Business Systems Analyst to support the evolution of our Software Asset Management (SAM), Hardware Asset Management (HAM), CMDB, Discovery, and Service Mapping capabilities . This role offers the opportunity to work closely with business stakeholders, technical teams, and platform administrators to improve processes, enhance reporting, and strengthen technology governance.

As part of a small, collaborative team, you’ll have ownership over strategic initiatives, help shape best practices, and contribute to building sustainable IT asset management practices within a large enterprise setting.

Key Responsibilities

- Partner with business stakeholders, IT teams, and ServiceNow platform teams to gather, analyze, and translate business requirements into effective solutions.
- Support the continuous improvement and governance of ServiceNow capabilities, including:
- Software Asset Management (SAM Pro)
- Hardware Asset Management (HAM Pro)
- Configuration Management Database (CMDB)
- Service Mapping
- Discovery
- Asset lifecycle management processes
- Analyze existing workflows and recommend improvements to increase operational efficiency, data accuracy, and governance.
- Create and maintain business requirements, user stories, process flows, acceptance criteria, and testing documentation.




- Collaborate with CMDB administrators to improve:
- Configuration Item (CI) accuracy
- Data quality and completeness
- CI relationships
- Lifecycle management
- Support alignment of CMDB processes with ITIL best practices.
- Develop reporting requirements, dashboards, and operational metrics within ServiceNow.
- Investigate asset and configuration data quality issues and partner with technical teams on remediation strategies.
- Create documentation including process maps, user guides, operational procedures, and training materials.
- Support stakeholder communications and training initiatives related to SAM/ITAM processes.

Required Qualifications
- 7–10 years of experience as a Business Systems Analyst or similar role.
- Strong hands-on experience working with the ServiceNow platform in an enterprise environment.
- Strong understanding of IT Asset Management (ITAM) concepts, processes, and governance practices .
- Functional expertise with:
- ServiceNow SAM Pro
- ServiceNow HAM Pro
- CMDB
- Discovery
- Service Mapping
- ServiceNow reporting and dashboards
- Experience partnering with CMDB teams to improve data quality, governance, and lifecycle management.
- Strong requirements gathering, documentation, and stakeholder management skills.
- Ability to bridge business needs and technical solutions.
- Experience working in Agile environments, including:
- User stories
- Backlog refinement
- Sprint planning
- User acceptance testing
- Experience supporting enterprise-scale ServiceNow implementations.
- ServiceNow Certified System Administrator certification or equivalent experience.

Preferred Experience
- Experience with CMDB health reporting and governance metrics.
- Knowledge of:
- Identification and Reconciliation Engine (IRE)
- Reconciliation rules
- CI lifecycle management
- Asset discovery processes
- Experience with integrations impacting asset and configuration data.
- Understanding of IT operations, infrastructure environments, and enterprise technology processes.
- Financial services or highly regulated industry experience is an asset.

📌 ServiceNow SAM/ITAM Business Systems Analyst (Toronto)
🏢 Swoon
📍 Toronto