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 workplace. 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

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📌 Senior Business Analyst (10+ years) to support Enterprise Service Management initiatives using ITSM/ (Quebec City)
🏢 S.I. Systems
📍 Quebec City