Business Analyst – ServiceNow Transformation

Location: Mississauga (Hybrid)
Duration: Contract

Help Shape the Future of Enterprise Service Delivery

Our client is seeking an experienced Business Analyst to join a high-profile ServiceNow Integrated Success Program, supporting enterprise-wide digital transformation initiatives focused on AI automation, employee self-service, and ServiceNow innovation.

In this role, you'll work closely with business leaders, technology teams, ServiceNow specialists, and program leadership to translate strategic business objectives into actionable requirements that drive meaningful operational improvements. If you enjoy solving complex business problems, facilitating stakeholder collaboration, and delivering technology solutions that create real business value, we'd love to hear from you.

What You'll Be Doing

• Partner with business and technology stakeholders to gather, analyze, and document functional and non-functional requirements.
• Lead discovery workshops and stakeholder sessions to understand current processes, identify pain points, and uncover automation opportunities.
• Translate business needs into user stories, acceptance criteria, process maps, use cases, and other delivery-ready artifacts.
• Support backlog creation, refinement, prioritization, and sprint readiness alongside Product Owners, ServiceNow consultants, and technical teams.
• Ensure requirements are clearly documented, traceable, and aligned with business objectives throughout the project lifecycle.
• Identify risks, dependencies, assumptions, and readiness gaps that could impact delivery timelines or project success.
• Collaborate with cross-functional teams to validate requirements, clarify technical assumptions, and support solution design.
• Prepare documentation and materials for backlog grooming sessions, leadership reviews, stakeholder meetings, and governance activities.
• Support user acceptance testing (UAT), release readiness, change management, and adoption planning.
• Maintain high-quality program documentation, including requirements, process flows, decision logs, risks, issues, and supporting artifacts.

What We're Looking For

• Proven experience as a Business Analyst supporting enterprise technology implementations or digital transformation initiatives.
• Experience working on ServiceNow projects is strongly preferred.
• Strong skills in requirements elicitation, business process analysis, documentation, and stakeholder facilitation.
• Demonstrated experience creating user stories, acceptance criteria, process flows, use cases, and other Agile delivery artifacts.
• Experience supporting Agile delivery methodologies, backlog management, sprint planning, and release readiness.
• Excellent communication and stakeholder management skills, with the ability to collaborate across business, technical, vendor, and leadership teams.
• Strong analytical and problem-solving abilities with exceptional attention to detail.

Nice to Have

• Experience with ServiceNow modules or capabilities such as ITSM, ITOM, ITAM, HR Service Delivery, Virtual Agent, Knowledge Management, or AI-powered automation.
• Experience supporting automation initiatives, service desk transformation, or operational process improvement programs.
• Familiarity with Agile project delivery tools and enterprise collaboration platforms.

Why You'll Love This Opportunity

• Be part of a strategic enterprise transformation leveraging ServiceNow and AI to modernize service delivery.
• Work alongside experienced technology leaders and cross-functional teams on high-impact initiatives.
• Influence the design of future-state business processes and enterprise automation solutions.
• Join a collaborative environment where your analysis and recommendations directly contribute to program success and measurable business outcomes.

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals.All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.