Job Title: Business Analyst – ServiceNow / CMDB

Location: Toronto– Hybrid (Onsite: Every Monday and 2nd Friday of the month)

Contract Duration: 1 year (renewable)

Key Responsibilities:

- Gather, document, and analyze business requirements related to CMDB, ITSM workflows, and ServiceNow enhancements.
- Collaborate with technical teams to translate business needs into functional specs.
- Support CMDB governance, data quality, and configuration item (CI) lifecycle processes.
- Assist with process mapping, gap analysis, and workflow improvements.
- Communicate updates, findings, and recommendations clearly to both technical and non-technical stakeholders.
- Support testing, validation, and UAT for ServiceNow changes.
- Help define standards and best practices related to ServiceNow data, CMDB structures, and ITSM processes.

Must-Haves:

- 5+ years of Business Analyst or Business Systems Analyst experience.




- 2+ years of hands-on experience with ServiceNow
- Strong communication skills, able to interface with leadership, technical teams, and business partners.
- Understanding of CI classes, relationships, discovery, and data quality concepts.
- Ability to build transparent documentation, process flows, and business cases.
- Strong analytical skills and comfort working with structured data.
- Ability to be onsite every Monday and 2nd Friday of each month.

Nice-to-Haves:

- Experience in financial services or large enterprise environments.
- CMDB or ITSM modules.
- Knowledge of ITIL processes (Incident, Change, Problem).
- Familiarity with ServiceNow Discovery or Service Mapping.

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