Role: ServiceNow Business Analyst

Location: Remote/Canada

Duration: Fulltime

Job Description
ServiceNow CMDB and Asset management.

Please find the job description 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

• Robust 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.

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