ServiceNow Business Analyst

The Opportunity

Job classification: P5967 - Senior Business Analyst

Salary range: $90,000 - $105,000

Placement within the range is typically based upon a review of skills, experience, and internal equity.

Hours per week: 37.5

Paid leave: 4 Weeks Vacation / 14 Flex Days per year

Position End Date: November 30, 2027

Deadline to apply: 4:00pm, September 8, 2026

The ServiceNow Business Analyst is pivotal to advancing and expanding the ServiceNow platform at SAIT. This role is instrumental in fostering collaboration with stakeholders, meticulously gathering and documenting requirements, designing effective workflows and processes, and coordinating the efforts and initiatives of the ServiceNow team to ensure timely delivery within the agreed-upon timeframes.

The ideal candidate will possess a robust background in ServiceNow and related products, business analysis, and process improvement. Furthermore, they will excel in communication, presentation, and facilitation, demonstrating the ability to effectively engage and guide stakeholders through the process of transforming business needs into functional ServiceNow solutions.

How you'll contribute

• Collaborate with stakeholders to gather and document business requirements.
• Conduct interviews, meetings, workshops and gather requirements.
• Analyze and document requirements, ensuring they align with business objectives.
• Liaison between business and ServiceNow team throughout Software Development Life Cycle (SDLC) to ensure business requirements are met.
• Conduct training sessions for end-users and administrators to ensure they can effectively use the ServiceNow platform.
• Coordinate and assist with leading ServiceNow operations sprints cycles, sprint planning, backlog grooming and scrums.
• Develop test cases and test plans based on business requirements.
• Conduct and coordinate user acceptance testing (UAT) to ensure solutions meet business needs.
• Identify, track, and resolve issues identified during testing.
• Document requirements, processes, designs, workflows and diagrams
• Create user guides, training materials, and documentation to support end-users.
• Assist in the documentation and design of specifications for reports and dashboard that support business processes and decision making.
• Develop and maintain task board for ServiceNow Operational team.
• Recommend and participate in the development of new procedures and policies related to ServiceNow operations.
• Identify opportunities for process automation and efficiency improvements.
• Review ServiceNow development team processes and assist with fit/gap analysis, make recommendations on updates that will benefit and improve ServiceNow Operations team delivery of solutions to business.
• Assist in project planning, including defining scope, timelines, and resource requirements.
• Monitor project progress, manage risks, and ensure timely delivery of solutions.
• Communicate project status, updates, and issues to stakeholders in a clear and timely manner.

What you bring

Minimum Qualifications:

• Post-secondary degree or diploma in Information Systems, Information Technology, Business Administration, or a related field.
• 2 years of experience working with ServiceNow platform.
• 3 years of experience in a Business Analyst role.
• Demonstrated experience with ServiceNow IT Service Management (ITSM), Human Resources Service Delivery (HRSD), and Customer Service Management (CSM) modules.
• Proven experience performing Business Analyst responsibilities throughout the project management lifecycle.
• Hands on experience with business process improvement initiatives.

Preferred Qualifications:

• 5+ years of direct experience working with ServiceNow platform.
• 5+ years of experience in a Business Analyst role.
• Project management experience utilizing agile methodologies.
• Experience working with a range of ServiceNow modules including, IT Operations Management (ITOM), Configuration Management Database (CMDB), Workplace Service Delivery (WSD), Source-to-Pay (S2P), and Custom apps.
• Certified Business Analyst Professional (CBAP) or working towards a BA designation is an asset.
• ITIL V4 certification is an asset.
• ServiceNow Certified System Administrator (CSA) is an asset.
• ServiceNow Certified Implementation Specialist (CIS) is an asset.

Skills:

• Excellent organizational and time management.
• Strong analytical and problem-solving skills.
• Strong communication, both written and verbal.
• Excellent interpersonal skills.
• Proficiency in requirement gathering, process design, and documentation.
• Knowledge of ServiceNow platform capabilities and functionalities.
• Ability to work collaboratively with cross-functional teams.
• Project management skills and familiarity with Agile or other project management methodologies.
• Proficient with Microsoft Office Suite, including Power Point and Visio.