Role type - FTE/C2C

Budget - 90-110K CAD

Location-Toronto/Remote

Role Summary

Business/product analyst who bridges business stakeholders, end users, platform engineering and product leadership to define, prioritize and deliver AI-powered employee experiences on ServiceNow and Moveworks. Translates business needs into product capabilities, AI workflows and platform enhancements.

Key Responsibilities

Partner with HR, IT, Corporate Functions, ServiceNow teams and business stakeholders to understand pain points and opportunities.

Gather and document requirements; facilitate workshops; define business processes and user journeys; create user stories and acceptance criteria; analyze current/future state processes; identify AI and automation opportunities.

Support the Product Owner with feature definition and backlog refinement: define business value and success criteria, create/prioritize stories, maintain and groom the backlog, define MVP/release scope and analyze enhancement requests.

Gather and qualify demand for Product Owner prioritization and balance strategic initiatives with operational needs.

Work with Conversational AI Engineers and platform teams to design employee experiences such as HR self-service, benefits/payroll support, PTO/leave, onboarding, IT support, knowledge retrieval, agentic workflows, task automation and manager self-service.

Support roadmap planning through feature opportunities, business cases, adoption analysis, stakeholder-request evaluation, future enhancements and quarterly prioritization.

Facilitate working sessions, present recommendations, drive alignment, manage competing requirements, communicate release updates and support executive reporting.

Stay current on AI, agentic AI,



ServiceNow and Moveworks capabilities; evaluate new features, recommend use cases and support business cases/process transformation.

Gather user feedback, analyze adoption metrics, identify friction points and recommend experience improvements; support change management.

Use platform analytics and employee feedback to identify experience gaps, measure business value and develop data-driven recommendations.

Required Qualifications & Experience

3+ years as a Business Analyst, Product Owner, Product Analyst, Product Manager, Digital Experience Analyst or similar.

Experience gathering and documenting business requirements for enterprise technology initiatives.

Experience managing product backlogs, user stories, acceptance criteria and prioritization activities.

Strong understanding of Agile delivery methodologies.

Experience working cross-functionally with Product, Engineering, UX, Operations and business stakeholders.

Ability to define features, business value and measurable success criteria.

Strong analytical and problem-solving skills.

Excellent communication, facilitation and stakeholder-management skills.

Experience evaluating technology solutions and translating business needs into product requirements.

Bachelor's degree or equivalent experience.

Preferred Qualifications

Experience with ServiceNow, Moveworks, employee-experience platforms or digital workplace technologies.

Experience supporting HR, IT or Employee Services functions.

Familiarity with conversational AI, virtual agents, copilots, generative AI or agentic AI.

Familiarity with user journey mapping, service design and employee-experience methodologies.

Experience supporting enterprise platform implementations or digital transformation programs.

- Solid understanding of analytics, reporting and adoption measurement.

📌 Conversational AI Business Analyst (Greater Toronto Area)
🏢 exl
📍 Greater Toronto Area