Job Title: ServiceNow Business Analyst

Toronto ON Hybrid

Years of Experience: 10+ Years

Job Summary

We are seeking a skilled and experienced ServiceNow Business Analyst to lead and finalize business requirements, process design, and stakeholder engagement within the ServiceNow platform. The ideal candidate will be responsible for backlog refinement across various ServiceNow areas, including ITSM, ITOM, CSM, HRSD, PSM, and integrations. This role requires a proactive approach to process analysis, requirements management, and Agile delivery methodologies.

Mandatory Skills

- Proven experience as a Business Analyst in ServiceNow areas such as ITSM, ITOM, HRSD, CSM, PSM, and third-party integrations.
- Excellent verbal and written communication skills.
- Strong understanding of ITIL processes and best practices.
- Experience in requirements gathering, process design, and stakeholder engagement.

Responsibilities
- Lead the gathering and documentation of business requirements for ServiceNow implementations and enhancements.
- Engage with stakeholders to understand their needs and translate them into user stories with transparent acceptance criteria.




- Design and optimize business processes within the ServiceNow platform to improve efficiency and effectiveness.
- Facilitate backlog refinement sessions to prioritize and manage requirements effectively and provide stories walkthroughs to the team.
- Collaborate with third-party application teams to finalize integration requirements.
- Conduct process analysis to identify areas for improvement and recommend solutions.
- Support Agile delivery practices, including sprint planning, reviews, and retrospectives.
- Provide training and support to end users on ServiceNow functionalities and best practices.

Required Skills
- Proficiency in Agile methodologies and practices.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively in a team environment.

Preferred Skills
- Familiarity with data analysis and reporting tools.
- ServiceNow and ITIL certifications.
- Ability to manage multiple priorities and meet deadlines.

Qualifications
- Bachelor's or Master's degree in Computer Science, Information Technology, Business Administration, or a related field.
- The JD specifies 5+ years of experience as a ServiceNow Business Analyst, although the stated experience requirement is 10+ years.

📌 ServiceNow Business Analyst (Toronto)
🏢 ZenithInfotek
📍 Toronto