Senior Business Analyst – ITSM / ServiceNow Modernization

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

Infrastructure & Cybersecurity Branch

Senior Business Analyst – ITSM / ServiceNow Modernization

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

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.

Business Analysis & Requirements Development business and technical requirements for the replacement ITSM solution.

Asset

Management teams Configuration Management / CMDB stakeholders Business Requirements Documents (BRDs) Support evaluation and validation of vendor-proposed solutions and configurations. ITSM Process Analysis & Solution Design fit-gap analysis between existing ITSM capabilities and proposed replacement solutions.

Asset Management Configuration Management

Database (CMDB) Work closely with architects, developers, vendors, and technical stakeholders to ensure business requirements are accurately reflected in solution design. 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.



Assets and configuration items Service catalog data 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.

Business Computer

Science or a related field. Qualified certifications are considered an asset. 7+ years of Business Analysis experience . complex, enterprise-wide ITSM modernization, implementation, or platform replacement projects . Gap analysis / fit-gap analysis Business readiness activities business and technical teams .

Senior Business

Analyst , with examples of successful projects completed within the Soliciting business requirements Translating business needs into functional and technical requirements Process Transformation & Change Management business process transformation Demonstrated ability to communicate effectively with business stakeholders, technical teams, vendors, and executive-level stakeholders.

Senior Business

Analysis – Enterprise ITSM modernization / replacement ITSM implementation Business & technical requirements Fit-gap / gap analysis Business readiness Asset Management CMDB / Configuration Management Data migration Data mapping Data cleansing Data validation & reconciliation Business process transformation Senior Business Analyst with 7+ years of experience 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 .

specific projects or assignments 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 (St. John's)
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📍 St. John's