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
Robust 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.
Robust 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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