Job Description

The IT Business Analyst role is to support the Business Applications team in the planning, design, development, and support of effective business systems within core organizational functions and business processes. This includes gathering and analyzing data in support of business cases, proposed projects, and systems requirements. The IT Business Analyst – ServiceNow role is to provide timely and effective platform support, administration, maintenance, and continuous improvement of the ServiceNow platform. The role serves as the primary point of contact for ServiceNow users, providing functional and technical support while ensuring platform stability, data integrity, security compliance, and alignment with business objectives. This individual will apply proven communication, analytical, and problem-solving skills to help maximize the benefit of IT system investments and foster a culture of continuous learning, ensuring teams are equipped to maximize the value of the IT system investments.

Job Description

The IT Business Analyst role is to support the Business Applications team in the planning, design, development, and support of efficient business systems within core organizational functions and business processes. This includes gathering and analyzing data in support of business cases, proposed projects, and systems requirements. The IT Business Analyst – ServiceNow role is to provide timely and effective platform support, administration, maintenance, and continuous improvement of the ServiceNow platform. The role serves as the primary point of contact for ServiceNow users, providing functional and technical support while ensuring platform stability, data integrity, security compliance,



and alignment with business objectives. This individual will apply proven communication, analytical, and problem-solving skills to help maximize the benefit of IT system investments and foster a culture of continuous learning, ensuring teams are equipped to maximize the value of the IT system investments.

Responsibilities

Health and Safety:

- Having the authority and responsibility to maintain a safe and efficient working environment.
- Following Company health and safety standards and reporting any unsafe acts or conditions.

Strategy And Planning

- Collaborate with business stakeholders, process owners, and leadership to identify opportunities to improve business processes through ServiceNow capabilities.
- Participate in the planning, design, testing, deployment, and continuous improvement of ServiceNow solutions and enhancements.
- Analyze support trends, recurring issues, and user feedback to recommend process improvements and platform optimizations.
- Assist in defining system requirements, configuration standards, governance controls, and support procedures.
- Contribute to ServiceNow roadmaps, upgrade planning, and adoption strategies for new modules and platform capabilities ensuring alignment with global business strategies, regional business goals and industry-specific requirements.




- Support organizational initiatives related to workflow automation, self-service enablement, AI-powered capabilities, and digital transformation.
- Participate in the evaluation and implementation of new ServiceNow features, releases, and platform enhancements.
- Ensure platform configurations align with enterprise architecture, security requirements, and IT governance standards.
- Advocate for the adoption and consistent usage of the ServiceNow across regions to enhance operational efficiency and reduce risks

Operations Management

- Administer ServiceNow users, groups, roles, permissions, assignment groups, and access controls
- Configure and maintain forms, fields, notifications, workflows, business rules, reports, dashboards, catalogs, templates, and knowledge articles.
- Assist with testing, deployment, and migration of approved changes between development, test, and production environments.
- Support platform upgrades, patches, and release activities.
- Document support activities, issues, resolutions, platform changes, access updates, and knowledge gaps to improve repeatable support processes and strengthen the ServiceNow knowledge base for agents and end users.
- Work with vendors and third-party providers to manage system updates, integrations, and support services.
- Identify opportunities to streamline workflows and enhance user experience based on performance data and stakeholder feedback.
- Develop and maintain operational dashboards, KPIs, and reporting metrics.
- Analyze ticket volumes, SLA performance, backlog trends, and user adoption metrics.
- Follow established ITIL practices, change management procedures, and security standards when perf

📌 IT Business Analyst (North Bay)
🏢 Redpath Mining
📍 North Bay