Senior Business Analyst (10+ years) to support Enterprise Service Management initiatives using ITSM/ESM processes and ServiceNow

Our public sector client is seeking a Senior Business Analyst (10+ years) to support Enterprise Service Management initiatives using ITSM/ESM processes and ServiceNow

This role supports an Enterprise Service Management (ESM) project within a public sector setting. The position focuses on stakeholder needs assessment, business analysis activities, and process evaluation across multiple business lines using ITSM/ESM practices and ServiceNow. The work includes intake, workflow, service catalogue, and case management analysis supporting enterprise service delivery initiatives.

Contract, Remote

Must Haves

- 10+ years in Business Analysis supporting enterprise initiatives
- Hands-on experience with ITSM/ESM platforms including ServiceNow , intake, workflow, service catalogue,



and case management
- Stakeholder needs assessment across multiple business lines including elicitation, workshops, and requirements traceability
- Options analysis and cost-benefit input to business case development

Nice to Have

- Lean process mapping
- Current-state and future-state process mapping

Responsibilities

- Conduct stakeholder needs assessments across multiple business lines
- Facilitate elicitation sessions and workshops
- Document and maintain requirements traceability
- Perform options analysis for business initiatives
- Provide cost-benefit input into business cases
- Support intake, workflow, service catalogue, and case management analysis within ServiceNow

📌 Senior Business Analyst (Ottawa)
🏢 S.I. Systems
📍 Ottawa