Here’s the impact you’ll make and what we’ll accomplish together

TELUS Digital, ServiceNow Practice provides design, implementation, integration, consulting, management, and support services to multiple internal and external clients. We are searching for a talented Business Analyst to work on multiple ServiceNow projects.

The ServiceNow Business Analyst is responsible for gathering IT and business stakeholder requirements related to ServiceNow and partnering with the ServiceNow Application Architect and development team to transform the requirements into a viable solution.

Responsibilities

• Gather and document business requirements; translate them into functional ServiceNow solutions.
• Analyze workflows, recommend improvements, and align solutions with business goals.
• Facilitate Agile ceremonies (e.g., sprint planning, daily stand-ups, retrospectives) to ensure team alignment
• Write user stories, define acceptance criteria, and manage the product backlog.
• Act as a liaison between stakeholders and technical teams, ensuring clear communication.
• Support UAT, provide training, and drive continuous improvement initiatives
• Track progress using Agile metrics and ensure timely delivery of ServiceNow projects.
• Provide expertise and knowledge of IT Configuration, Asset Management processes, CMDB, Discovery and Service Mapping tools.
• Provide recommendations for the current and future CMDB platform evolution, maintenance and data integrity.
• Provide expertise and knowledge for processes that consume CMDB data e.g., Incident, Problem, SDLC, Asset, and Change.
• Provide recommendations to help gather, validate, and maintain accurate data on all IT assets and configurations, including hardware, software, network devices, applications, and services.
• Identify and document relationships and dependencies between different IT assets, enabling accurate impact analysis and understanding of the IT landscape.
• Create and maintain documentation related to CMDB/Discovery processes, procedures, and guidelines.
• Promote continuous process improvement practices through process metrics/KPIs, dashboards, and role accountabilities.
• Manage and communicate process and business requirements to the implementation team as a bridge to ensure that the proposed solutions meet the customer’s expectations.
• Participate in testing and ensure all the required documentation is in place to support the client and the Managed Service team where needed.
• Assist with Project Management activities such as project scope, estimation, and planning
• Assist the Sales team with new client bids, SOW, and RFPs
• Lead demonstrations of the product, both standard and tailored to prospects' existing customers, either onsite or via Meet.
• Support change management processes by assessing the impact of proposed changes and ensuring that all changes are properly documented and recorded.

Qualifications and Skills

• 2+ years of experience directly related to ServiceNow CMDB Discovery implementation and process consultancy
• Strong understanding of ITIL framework standards
• Strong experience with ServiceNow ITSM, CMDB and related modules
• Proficiency in business requirements gathering, analysis, process modeling, and documentation
• Knowledge of IT asset management (ITAM) and discovery tools is a plus
• Expertise with Software Development Lifecycle (SDLC) and Agile practices
• Proven experience in defining and deploying ‘to be’ best practice processes and in identifying solutions from a people, process, and technology perspective
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills.
• Solid experience in requirements gathering, including experience in creating process documentation.
• Demonstrate ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to stakeholders in solving governance, process or technical problems
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Proven team player and team builder.
• Ability to demonstrate analytical and problem-solving skills.
• Ability to mentor novice staff and drive quality, value and best practices
• English and French (optional).

Education/Certifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
• ServiceNow certification, such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS), and Certified Application Developer
• ITIL certification preferred