Senior Business Analyst – ITSM / ServiceNow Modernization St. John's, Canada | Posted on 08/19/2026
Senior Business Analyst – ITSM / ServiceNow Modernization

Client: Government of Newfoundland & Labrador – Office of the Chief Information Officer (OCIO)

Department/Branch: Infrastructure & Cybersecurity Branch

Position: Senior Business Analyst – ITSM / ServiceNow Modernization

Contract: September 14, 2026 – October 30, 2026, with potential extension

Allocation: 100%

Work Week: 35 hours/week

Location: St. John’s, Newfoundland & Labrador – Hybrid (combination of office and remote work as stipulated during the assignment)

Position Overview

The Government of Newfoundland & Labrador's Office of the Chief Information Officer (OCIO) is seeking an experienced Senior Business Analyst to support various projects within the Infrastructure & Cybersecurity Branch.

The Senior Business Analyst will lead business analysis and requirements elicitation activities associated with the replacement of the organization's existing IT Service Management (ITSM) solution . The successful candidate will work closely with business and technical stakeholders to document current-state processes, define future-state requirements, identify gaps and improvement opportunities, and support the evaluation and selection of a replacement ITSM platform.

Key Responsibilities

Business Analysis & Requirements Development

Lead the discovery, documentation, validation, and prioritization of business and technical requirements for the replacement ITSM solution.

Conduct requirements elicitation through:

Workshops

Process-mapping sessions

Stakeholder consultations

Collaborate with:

Service Desk teams

Incident Management teams

Change Management teams

Request Fulfillment teams

Asset Management teams

Configuration Management / CMDB stakeholders

Executive sponsors

Document existing current-state (as-is) processes and develop future-state (to-be) workflows.

Identify process inefficiencies, automation opportunities, and service improvement initiatives.

Develop and maintain:

Business Requirements Documents (BRDs)

Functional Requirements

Non-Functional Requirements

User Stories

Acceptance Criteria

Process Maps and Workflows

Use Cases

Ensure requirements align with ITIL best practices and OCIO operational standards.

Support evaluation and validation of vendor-proposed solutions and configurations.

ITSM Process Analysis & Solution Design
Conduct fit-gap analysis between existing ITSM capabilities and proposed replacement solutions.

Analyze and validate requirements covering:

Service Request Management

Change Enablement

Knowledge Management

Asset Management

Release Management

Self-Service Portal functionality

Work closely with architects,



developers, vendors, and technical stakeholders to ensure business requirements are accurately reflected in solution design.

Validate workflows, approval processes, automation rules, notifications, and service catalog structures.

System Integration
Identify and document integration requirements between the new ITSM platform and enterprise systems, including:

Active Directory / Entra ID

Identity and Access Management (IAM) solutions

Monitoring and Event Management tools

Endpoint Management solutions

HR systems

Email and collaboration platforms

Reporting and analytics platforms

Define interface requirements, data flows, business rules, and integration testing scenarios.

Support user role design, access controls, and security requirements.

Data Migration & CMDB Readiness
Lead business analysis activities associated with migration of historical ITSM data.

Define migration requirements for:

Tickets and service requests

Change records

Knowledge articles

Assets and configuration items

User and support group information

Identify data quality issues and data cleansing requirements.

Develop data mapping rules between legacy and future-state systems.

Define data validation and reconciliation requirements following migration.

Support CMDB design reviews and validation activities .

Requirements Required Qualifications

Education

Post-secondary education from a recognized institution , with a minimum 2-year program in:

Business

Computer Science

Information Technology

or a related field.

Qualified certifications are considered an asset.

Professional Experience
7+ years of Business Analysis experience .

Significant experience working on complex, enterprise-wide ITSM modernization, implementation, or platform replacement projects .

Demonstrated experience leading:

Requirements documentation and validation

Current-state and future-state process mapping

Gap analysis / fit-gap analysis

Stakeholder workshops

Business readiness activities

Experience working effectively across diverse business and technical teams .

Recent experience working as a Senior Business Analyst , with examples of successful projects completed within the last three years .

ITSM Platform Experience
Experience with ITSM platforms such as:

Freshservice

Ivanti

is highly desirable.
Strong knowledge of ITIL processes is preferred.





Requirements Gathering

Demonstrated experience in:

Soliciting business requirements

Documenting requirements

Validating requirements

Translating business needs into functional and technical requirements

Developing user stories and acceptance criteria

Facilitating requirements workshops and stakeholder consultations.

Process Transformation & Change Management
Experience supporting business process transformation and change management .

Ability to analyze existing processes and define optimized future-state processes.

Strong written and verbal communication skills.

Demonstrated ability to communicate effectively with business stakeholders, technical teams, vendors, and executive-level stakeholders.

Key Skills to Look For
Must-Have / Priority Skills:

Senior Business Analysis – 7+ years

ITSM implementation

Requirements elicitation and documentation

Business & technical requirements

Current-state / future-state process mapping

Fit-gap / gap analysis

Stakeholder workshops

Business readiness

BRDs

Functional & Non-Functional Requirements

User Stories & Acceptance Criteria

Process Maps & Workflows

Use Cases

ITIL processes

ITSM platforms

Service Request Management

Change Enablement / Change Management

Knowledge Management

Asset Management

CMDB / Configuration Management

Release Management

Self-Service Portal

System integrations

Active Directory / Entra ID

IAM

Data mapping

Data cleansing

CMDB readiness

Business process transformation

Change management

Strong written and verbal communication

Ideal Candidate Profile
The ideal candidate is a Senior Business Analyst with 7+ years of experience who has recently worked on a large-scale enterprise ITSM modernization, implementation, or platform replacement initiative .

Candidates should be able to demonstrate hands-on experience translating complex business needs into detailed requirements, mapping current and future-state ITSM processes, conducting fit-gap analysis, working with ITSM platforms, collaborating with technical teams and vendors, and supporting ITSM data migration and CMDB readiness .

Candidates with direct experience in Freshservice, Ivanti, Jira Service Management, or comparable ITSM platforms , combined with strong ITIL knowledge , will be particularly well aligned.

Submission Note

For this requisition, candidates should be able to clearly demonstrate the required experience through specific projects or assignments on their resume. Each relevant project should identify the project's purpose and scope, dates, organization type, candidate's role, assignment duration/percentage of time, and primary responsibilities performed.

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📌 Senior Business Analyst – ITSM / ServiceNow Modernization (Newfoundland and Labrador)
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📍 Newfoundland and Labrador