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 BranchPosition: Senior Business Analyst – ITSM / ServiceNow ModernizationContract: September 14, 2026 – October 30, 2026, with potential extensionAllocation: 100%Work Week: 35 hours/weekLocation: 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 experiencedSenior 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 thereplacement 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 ofbusiness and technical requirements for the replacement ITSM solution.Conduct requirements elicitation through:WorkshopsProcess-mapping sessionsStakeholder consultationsCollaborate with:Service Desk teamsIncident Management teamsChange Management teamsRequest Fulfillment teamsAsset Management teamsConfiguration Management / CMDB stakeholdersExecutive sponsorsDocument existingcurrent-state (as-is) processes and developfuture-state (to-be) workflows.Identify process inefficiencies, automation opportunities, and service improvement initiatives.Develop and maintain:Business Requirements Documents (BRDs)Functional RequirementsNon-Functional RequirementsUser StoriesAcceptance CriteriaProcess Maps and WorkflowsUse CasesEnsure requirements align withITIL best practices and OCIO operational standards.Support evaluation and validation of vendor-proposed solutions and configurations. ITSM Process Analysis & Solution Design Conductfit-gap analysis between existing ITSM capabilities and proposed replacement solutions.Analyze and validate requirements covering:Service Request ManagementChange EnablementKnowledge ManagementAsset ManagementRelease ManagementSelf-Service Portal functionalityWork 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 toolsEndpoint Management solutionsHR systemsEmail and collaboration platformsReporting and analytics platformsDefine 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 requestsChange recordsKnowledge articlesAssets and configuration itemsUser and support group informationIdentify 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.SupportCMDB design reviews and validation activities . Requirements Required Qualifications Education Post-secondary education from a recognized institution , with a minimum2-year program in:BusinessComputer ScienceInformation Technologyor a related field.Professional certifications are considered an asset. Professional Experience 7+ years of Business Analysis experience .Significant experience working oncomplex, enterprise-wide ITSM modernization, implementation, or platform replacement projects .Demonstrated experience leading:Requirements documentation and validationCurrent-state and future-state process mappingGap analysis / fit-gap analysisStakeholder workshopsBusiness readiness activitiesExperience working effectively across diversebusiness and technical teams .Recent experience working as aSenior Business Analyst , with examples of successful projects completed within thelast three years .



ITSM Platform Experience Experience with ITSM platforms such as:Freshservice Ivanti is highly desirable.Strong knowledge ofITIL processes is preferred.Requirements Gathering Demonstrated experience in:Soliciting business requirementsDocumenting requirementsValidating requirementsTranslating business needs into functional and technical requirementsDeveloping user stories and acceptance criteriaFacilitating requirements workshops and stakeholder consultations. Process Transformation & Change Management Experience supportingbusiness process transformation andchange management .Ability to analyze existing processes and define optimized future-state processes.Robust 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 implementationRequirements elicitation and documentationBusiness & technical requirementsCurrent-state / future-state process mappingFit-gap / gap analysisStakeholder workshopsBusiness readinessBRDsFunctional & Non-Functional RequirementsUser Stories & Acceptance CriteriaProcess Maps & WorkflowsUse CasesITIL processesITSM platformsService Request ManagementChange Enablement / Change ManagementKnowledge ManagementAsset ManagementCMDB / Configuration ManagementRelease ManagementSelf-Service PortalSystem integrationsActive Directory / Entra IDIAMData mappingData cleansingCMDB readinessBusiness process transformationChange managementStrong written and verbal communication Ideal Candidate Profile The ideal candidate is aSenior Business Analyst with 7+ years of experience who has recently worked on a large-scaleenterprise 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 supportingITSM data migration and CMDB readiness .Candidates with direct experience inFreshservice, Ivanti, Jira Service Management, or comparable ITSM platforms , combined with strongITIL knowledge , will be particularly well aligned.Submission Note For this requisition, candidates should be able to clearly demonstrate the required experience throughspecific 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. #J-18808-Ljbffr

📌 Senior Business Analyst – Itsm / Servicenow Modernization (St. John's)
🏢 SereneAid
📍 St. John's