ServiceNow Business Analyst

Ourmissionis to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

The Service Now Business Analyst role is within the Solutions & Advisory team and is responsible for leading discovery sessions, requirements definition, and solution delivery across both IT Service Management (ITSM) and custom workflows on the Service Now platform.

This role focuses on Incident, Problem, Change, and CMDB, while also supporting the design and delivery of custom workflows using App Engine.

The Business Analyst will work closely with clients, developers, and project managers to translate business needs into actionable requirements, ensuring solutions are aligned to business goals and delivered efficiently.

ROLES & RESPONSIBILITIES

• Lead discovery sessions and stakeholder workshops to gather, analyze, and document business requirements across ITSM (Incident, Problem, Change, CMDB) and custom workflow solutions.
• Partner closely with clients to understand current state processes, define future state, and identify opportunities for process improvement and automation.
• Translate requirements into clear, concise user stories with well-defined acceptance criteria.
• Collaborate with developers, architects, and project managers to ensure requirements are understood, prioritized, and delivered effectively.
• Act as the primary liaison between client stakeholders and internal delivery teams, ensuring alignment throughout the project lifecycle.
• Create process flows, functional documentation, and wireframes to support solution design.
• Develop and execute test scripts and test cases for Incident, Problem, Change, CMDB, and custom workflows.
• Support and coordinate User Acceptance Testing (UAT), including defect tracking, triage, and resolution.
• Manage and refine the product backlog, ensuring priorities align with business value and project goals.
• Ensure solutions follow Service Now best practices, ITIL guidelines, and governance standards.
• Support continuous improvement efforts across both ITSM processes and custom-built applications.

KNOWLEDGE, SKILLS & ATTRIBUTES

• 3–5+ years of experience as a Business Analyst on the Service Now platform.
• Demonstrated experience with ITSM modules: Incident, Problem, Change, and CMDB.
• Proven ability to lead discovery sessions, requirements gathering, and process mapping workshops.
• Experience writing user stories, acceptance criteria, and detailed functional documentation.
• Experience creating and executing test scripts, test cases, and supporting UAT.
• Strong understanding of ITIL-based service management processes.
• Experience working with App Engine / App Engine Studio, Flow Designer, UI Builder, and Workspaces.
• Ability to work cross-functionally with clients, developers, and project managers in Agile environments.
• Excellent communication and interpersonal skills, with the ability to interact with stakeholders at all levels of the organization.
• Strong analytical and problem‑solving abilities with a focus on process optimization and workflow automation.
• Ability to manage multiple tasks across multiple projects and priorities in a fast‑paced environment.

PREFERRED QUALIFICATIONS

• Experience implementing or enhancing Service Now ITSM modules in enterprise environments.
• Experience supporting or delivering custom workflows/applications using App Engine.
• Service Now Certified System Administrator (CSA) or Certified Application Specialist.
• Strong understanding of CMDB governance and data management best practices.
• Experience working in Agile/Scrum delivery models.
• Experience in legal or professional services environments.

COMPENSATION & WORK DETAILS

Salary Range

: $100,000- $140,000 CAD annually, commensurate with experience, skills and location.

Opensity is an Equal Opportunity Employer.

We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Employment decisions at Opensity are based on qualifications, merit, and business needs.

This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination.

Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law.

We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.

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