ServiceNow Business Analyst

eCIFM Solutions Inc. is seeking a dynamic and detail-oriented ServiceNow Business Analyst to join their innovative IT team. This role will serve as a vital bridge between business needs and technical solutions, focusing on the implementation and optimization of ServiceNow workflows to enhance operational efficiency across the organization.

Responsibilities:

• Gather, document, and validate business and technical requirements from stakeholders
• Conduct stakeholder interviews, workshops, and discovery sessions
• Translate business needs into functional specifications, user stories, and process flows
• Analyze existing business processes and recommend improvements using ServiceNow capabilities
• Develop current-state and future-state workflow documentation
• Support implementation and enhancement of ServiceNow modules including but not limited to Public Sector Digital Services (PSDS), IT Operations Management (ITOM), Configuration Management DataBase (CMDB), Workspace Service Delivery (WSD), Integrated Risk Management (IRM) and Asset Management
• Serve as primary liaison between business users and technical development teams
• Participate in Agile/Scrum meetings including sprint planning and backlog refinement
• Create User stories and acceptance criteria
• Identify opportunities for automation and operational efficiency
• Recommend ServiceNow best practices and governance standards
• Develop and execute User Acceptance Testing (UAT) plans
• Document defects and coordinate issue resolution
• Ensure successful implementation and user adoption

Requirements:

• 3–5 years of Business Analyst experience in IT environments
• 2+ years of hands-on experience working with the ServiceNow platform
• Strong understanding of ITIL processes and IT service management principles
• Experience gathering and documenting business requirements
• Experience working in Agile/Scrum environments
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• ServiceNow certifications (CSA, CIS-ITSM, CAD, or similar)
• Business Analyst certifications (IIBA, PMI-PBA, ECBA, or similar)
• ITIL Foundation Certification