Lead business systems analysis activities related to ServiceNow Customer Service Management (CSM) initiatives, enhancements, platform optimizations, and incident resolution.

Collaborate with product owners, business stakeholders, architects, developers, quality assurance teams, and platform teams to gather, analyze, and document business requirements, user stories, acceptance criteria, operational processes, and test scenarios.

Lead the analysis and design of ServiceNow CSM capabilities, including case management, customer journeys, intake processes, workflow orchestration, service delivery models, assignment rules, notifications, reporting, and user experience requirements.

Analyze current processes and identify opportunities to simplify, standardize, automate, and improve service delivery using ServiceNow capabilities, workflow automation, intelligent case management, and AI-powered solutions.

Support the evolution of ServiceNow service models, business capabilities, data relationships, and platform governance in alignment with enterprise architecture standards and the Common Service Data Model (CSDM).

Collaborate with technical teams to assess solution options, define functional designs, and ensure that business requirements are delivered through scalable solutions that minimize customization and technical debt.

Support product backlog management and Agile delivery activities by defining scope, dependencies, risks, assumptions, priorities, and implementation sequencing.

Assess cross-functional and cross-system impacts involving ServiceNow CSM, Salesforce, customer portals, reporting platforms, integrations, and downstream operational processes.

Support testing activities, including the planning and execution of user acceptance testing (UAT), defect management, business requirements validation, and production readiness.

Resolve production issues by analyzing business impacts, process gaps, system behaviour, data integrity issues, and workflow inconsistencies.

Maintain comprehensive documentation, including business requirements, process maps, traceability matrices, decision logs, support documentation, and delivery-related documents.

Provide mentoring and guidance to other analysts and contribute to continuous improvement initiatives related to ServiceNow delivery practices,



documentation standards, stakeholder engagement, and Agile ways of working.

Requirements

University degree in business administration, information technology, computer science, engineering, business technology management, or a related field.

At least 7 years of experience in business analysis, business systems analysis, product deployment, or enterprise technology initiatives.

Several years of experience leading requirements and process analysis activities for enterprise technology platforms.

Experience delivering solutions using ServiceNow CSM, ServiceNow, a CRM application, or other similar case management and workflow platforms.

Experience supporting process transformation, workflow redesign, operational improvement, or platform modernization initiatives.

Experience working in an Agile environment alongside cross-functional product and technology teams.

Experience implementing, supporting, or optimizing ServiceNow Customer Service Management (CSM) solutions within large organizations.

Experience leading business analysis activities related to platform modernization, service transformation, enterprise case management, customer experience, or service design.

Knowledge of ServiceNow AI and automation capabilities, including Now Assist, Virtual Agent, AI Search, intelligent workflows, customer self-service, and other AI-powered service delivery solutions.

Experience with ServiceNow platform capabilities such as Performance Analytics, reporting, Knowledge Management, Service Catalog, App Engine, Virtual Agent, and Automation Center.

Experience with Salesforce, CRM platforms, customer portals, enterprise integrations, APIs, data flows, and related systems architecture concepts.

Experience supporting digital transformation, operational improvement, automation, or service delivery modernization initiatives.

Experience in financial services organizations, Crown corporations, government agencies,



regulated environments, or other large and complex organizations.

ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist – Customer Service Management (CIS-CSM), Certified Application Developer (CAD), or another relevant ServiceNow certification.

Professional certifications such as Certified Business Analysis Professional (CBAP), PMI Professional in Business Analysis (PMI-PBA), or an equivalent business analysis certification.

Bilingual in both official languages (French and English).

Legally eligible to work in Canada at the time of application; Canadian citizens and permanent residents preferred.

Must meet government security requirements.

Core Competencies Demonstrates expertise in leading business systems analysis and implementing ServiceNow Customer Service Management (CSM) solutions, with a robust focus on process improvement, workflow automation, and cross-functional collaboration. Proficient in Agile methodologies and capable of mentoring teams while ensuring alignment with enterprise architecture standards.

Highest-signal resume keywords

ServiceNow Customer Service Management (CSM)

Business Systems Analysis

Agile Methodologies

Process Improvement

ServiceNow Certifications

ATS Optimization Keywords Hard Skills

Business Analysis

Requirements Gathering

Workflow Automation

Data Integrity Analysis

User Acceptance Testing (UAT)

Performance Analytics

Knowledge Management

Service Catalog

API Integrations

Digital Transformation

Soft Skills

Collaboration

Mentoring

Stakeholder Engagement

Communication

Problem Solving

Certifications & Qualifications

Certified System Administrator (CSA)

Certified Implementation Specialist – Customer Service Management (CIS-CSM)

Certified Application Developer (CAD)

Certified Business Analysis Professional (CBAP)

PMI Professional in Business Analysis (PMI-PBA)

Industry Keywords

Financial Services

Government AgenciesRegulated Environments

Enterprise Technology

Service Delivery Modernization

Tools & Technologies

ServiceNow

Salesforce

CRM Applications

Virtual Agent

Automation Center

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📌 Senior Business Systems Analyst, ServiceNow CSM (Montreal)
🏢 Jobtailor
📍 Montreal