Position: Senior Business Analyst (ServiceNow)

Client: Public Sector Client

Location: Ottawa (Hybrid)

Duration: 6-months initial contract with multiple years of potential extensions

Language: English

Background:

Kyndryl Canada is supporting a public sector client, requiring a Business Analyst with ServiceNow experience to design future-state operating models and process frameworks including governance structures, workflows, roles and responsibilities utilizing ServiceNow. A successful candidate will be able to work hybrid, able to work on the client site in Ottawa.

Qualifications:

- Must be eligible for a federal government security clearance (has spent the last five years living in Canada)
- Demonstrated experience using ServiceNow to analyze, design, configure, implement, or optimize workflow automation, case management, approval processes, reporting capabilities, and business process modernization solutions
- A minimum of seven (7) years of demonstrated experience conducting business analysis, process improvement, operational transformation, or program modernization initiatives within large and complex organizations
- Relevant certification & education
- A minimum of three (3) years of demonstrated experience conducting current-state assessments, gap analyses, governance reviews, and risk assessments to identify operational inefficiencies, control gaps, and improvement opportunities
- Demonstrated experience supporting initiatives involving security screening, access management, compliance, risk management, workflow automation, digital transformation, or operational resilience
- Demonstrated experience gathering and documenting business requirements, facilitating stakeholder consultations, and developing recommendations for process optimization and modernization




- Demonstrated experience designing future-state operating models, developing implementation roadmaps, establishing performance measurement frameworks, and supporting change enablement activities

Expected Tasks:

- Conduct current-state assessments of security screening, access management, contractor screening and visitor management processes to identify gaps, inefficiencies, risks and improvement opportunities
- Engage and consult with stakeholders to gather business requirements, document pain points, assess future needs and support the development of program recommendations
- Assess governance, risk management, decision-making, accountability, delegation and escalation processes to ensure alignment with operational and security requirements
- Develop process improvement recommendations to simplify, standardize, streamline, digitize and automate program processes based on industry best practices and benchmarking analysis
- Design future-state operating models and process frameworks including governance structures, workflows, roles and responsibilities utilizing ServiceNOW
- Develop business requirements and implementation recommendations to support digital enablement initiatives, including workflow automation, reporting capabilities and process modernization solutions
- Establish performance measurement frameworks by defining key performance indicators, baseline measures, reporting requirements and benefit realization approaches to support continuous
- improvement Develop implementation roadmaps, change enablement strategies, training materials and executive-level recommendations to support the successful modernization and long-term sustainability of the program

#IndKyn Please note this is for a contract position with one of our clients and not a fulltime employment role with Kyndryl Canada

📌 Senior Business Analyst (ServiceNow) (Ottawa)
🏢 Kyndryl
📍 Ottawa