Role Overview We are seeking a Senior Business Analyst with strong Service

Now CMDB knowledge and process documentation experience to support the current-state assessment and future-state design of an enterprise CMDB environment.

This individual will focus on translating stakeholder discussions, technical analysis and existing processes into clear business-process documentation, data-flow diagrams and other project artifacts.

The successful candidate must have enough hands-on Service

Now/CMDB experience to understand the subject matter independently and contribute without significant technical ramp-up.

Duration: 1 year contract Location - Downtown Toronto - HYBRID - 2 days onsite 37.5 hours / week Key Responsibilities Document current-state Service

Now CMDB processes and workflows.

Develop detailed business-process and data-flow diagrams .

Create and maintain Visio process maps and supporting documentation.

Translate stakeholder workshop discussions into structured requirements and project artifacts.

Document relationships between processes, systems, data sources and CMDB components.

Partner with stakeholder and technical BSAs to capture findings from current-state assessments.

Identify process gaps, inconsistencies and opportunities for improvement.

Support development of future-state process designs.

Document recommendations for the CMDB optimization roadmap.





Maintain clear requirements, decisions, assumptions and supporting project documentation.

Support implementation documentation during the execution phase.

Must-Have Qualifications Senior Business Analyst / Business Systems Analyst experience.

Strong working knowledge of Service

Now CMDB .

Previous project experience involving CMDB implementation, optimization, transformation or remediation.

Robust process mapping and business-flow documentation experience.

Experience developing detailed Visio diagrams .

Ability to understand and document CMDB/data flows.

Strong requirements gathering and documentation skills.

Ability to work independently with limited Service

Now/CMDB ramp-up.

Nice-to-Have Service

Now CSDM knowledge or implementation experience. SAM/HAM knowledge.

Banking/financial services experience.

Data governance/data quality experience.

Critical Data Elements/data quality rules.

Collibra, Alation or Informatica exposure.

Ideal Candidate Profile A strong documentation/process BA who already speaks the language of Service

Now CMDB .

They don't need the technical depth or the facilitation, but they need enough CMDB experience to independently understand and accurately model what stakeholders and technical SMEs are describing.

📌 Sr. Business Analyst - ServiceNow CMDB Process & Documentation (Toronto)
🏢 S.i. Systems
📍 Toronto