Role: ServiceNow Business Analyst

Location: Remote/Canada

Duration: Fulltime

ServiceNow CMDB and Asset management.

Please find the below for your reference.

Responsibilities

- • Provide expertise and knowledge of IT Configuration and Asset Management processes.
- • Provide expertise and knowledge of ServiceNow CMDB.
- • Provide expertise and knowledge of ServiceNow Discovery and Service Mapping tools
- • Provide recommendations for the current and future CMDB platform evolution.
- • Provide expertise and knowledge for processes that consume CMDB data e.g., Incident, Problem,
- SDLC, Asset, and Change
- • Provide recommendations on CMDB maintenance and CMDB data integrity.
- • Provide recommendations to help gather, validate, and maintain accurate data on all IT assets and
- configurations, including hardware, software, network devices, applications, and services.
- • Identify and document relationships and dependencies between different IT assets, enabling accurate
- impact analysis and understanding of the IT landscape.
- • Provide recommendations to ensure data accuracy and integrity within the CMDB.
- • Work with the Asset Managers to establish processes to help them perform regular audits, resolving
- discrepancies, and eliminating duplicates.
- • Create and maintain documentation related to CMDB/Discovery processes, procedures, and
- guidelines.
- • Promote continuous process improvement practices through process metrics/KPIs, dashboards, and
- role accountabilities.




- • Manage and communicate process and business requirements to the implementation team as a bridge
- to ensure that the proposed solutions meet the customer;s expectations.
- • Participate in testing and ensure all the required documentation is in place to support the client and the
- Managed Service team where needed.
- • Coordinate and support of client UAT, verifying defects and enhancements and working with the
- development team to rectify.
- • Assist with Project Management activities such as project scope, estimation, and planning.
- • Assist the Sales team with new client bids, SOW, and RFPs.
- • Lead demonstrations of the product, both standard and tailored to prospects' existing customers, either
- onsite or via Meet.
- • Support change management processes by assessing the impact of proposed changes and ensuring
- that all changes are properly documented and recorded.

Qualifications and Skills

- • 2+ years of experience directly related to ServiceNow CMDB Discovery implementation and process
- consultancy
- • Strong understanding of ITIL framework standards
- • Solid experience with ServiceNow ITSM, CMDB and related modules.
- • Proficiency in business requirements gathering, analysis,



process modeling, and documentation.
- • Knowledge of IT asset management (ITAM) and discovery tools is a plus.
- • Expertise with Software Development Lifecycle (SDLC) and- agile practices.
- • Proven experience in defining and deploying 'to be' best practice processes and in identifying solutions
- from a people, process, and technology perspective.
- • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills.
- • Solid experience in requirements gathering, including experience in creating process documentation.
- • Demonstrate ability to influence and consult (providing options with pros, cons and risks) while
- providing thought leadership to stakeholders in solving governance, process or technical problems.
- • Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity.
- • Proven team player and team builder.
- • Ability to demonstrate analytical and problem-solving skills.
- • Ability to mentor novice staff and drive quality, value and best practices.
- • Bilingual English and French is a plus

Education/Certifications

- • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work
- experience)
- • ServiceNow certification, such as Certified System Administrator (CSA) or Certified Implementation
- Specialist (CIS), and Certified Application Developer
- • ITIL certification preferred.

📌 ServiceNow Business Analyst-Canada (Calgary)
🏢 Zortech Solutions
📍 Calgary