SERVICE NOW SENIOR BUSINESS ANALYST

We are seeking an experienced Senior Business Analyst specializing in ServiceNow to join our team. You will work closely with stakeholders to optimize IT Service Management (ITSM) and Customer Service Management (CSM) modules within the ServiceNow platform. This role will involve gathering and translating business requirements into technical solutions, facilitating workshops, and ensuring successful implementation of enhancements in alignment with organizational goals.

Responsibilities:

• Collaborate with stakeholders across departments to gather and document requirements for ServiceNow enhancements.
• Design, propose, and implement solutions that align with business needs and ServiceNow best practices.
• Lead workshops and meetings to refine requirements, improve processes, and gain stakeholder consensus.
• Partner with IT, development teams, and other stakeholders to deploy effective ServiceNow solutions.
• Validate configurations and customizations through rigorous testing to ensure system reliability.
• Serve as a subject matter expert on ServiceNow, offering guidance on optimization opportunities and industry best practices.
• Review existing ITSM and CSM backlogs and propose improvements to current and future processes.

Qualifications:

• Experience: Minimum 5 years as a Business Analyst with a focus on ServiceNow (ITSM/CSM modules mandatory).
• Certifications (preferred): ServiceNow Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or Certified System Administrator (CSA).
• Technical Skills: Strong analytical abilities to translate business requirements into technical solutions. UX design skills are a plus.
• Communication: Excellent verbal and written communication skills; fluency in English (French is an advantage).
• Tools & Frameworks: Familiarity with ITIL practices and frameworks.
• Soft Skills: Proven ability to lead workshops, manage competing priorities, and solve problems innovatively.
• Work Environment: Experience thriving in fast-paced, collaborative environments.