Servicenow Business Analyst

at  SAIT Polytechnic

SAIT’s Information Technology Services department handles all software and hardware needs, as well as technological and networking issues for both employees and students who rely heavily on computer systems across our campuses. Technical support — which includes help with computer hardware and software technical problems, email, audio-visual needs and more — is available to everyone at SAIT, whether the problem occurs at home or on-campus.
The Opportunity
The ServiceNow Business Analyst is pivotal to advancing and expanding the ServiceNow platform at SAIT. This role is instrumental in fostering collaboration with stakeholders, meticulously gathering and documenting requirements, designing effective workflows and processes, and coordinating the efforts and initiatives of the ServiceNow team to ensure timely delivery within the agreed-upon timeframes.
The ideal candidate will possess a robust background in ServiceNow and related products, business analysis, and process improvement. Furthermore, they will excel in communication, presentation, and facilitation, demonstrating the ability to effectively engage and guide stakeholders through the process of transforming business needs into functional ServiceNow solutions.
The Role
Collaborate with stakeholders to gather and document business requirements.
Conduct interviews, meetings, workshops and gather requirements.
Analyze and document requirements, ensuring they align with business objectives.
Liaison between business and ServiceNow team throughout Software Development Life Cycle (SDLC) to ensure business requirements are met
Conduct training sessions for end-users and administrators to ensure they can effectively use the ServiceNow platform.
Coordinate and assist with leading ServiceNow operations sprints cycles, sprint planning, backlog grooming and scrums
Develop test cases and test plans based on business requirements.
Conduct and coordinate user acceptance testing (UAT) to ensure solutions meet business needs.
Identify and resolve issues identified during testing.
Document requirements, processes, designs, workflows and diagrams
Create user guides, training materials, and documentation to support end-users.
Assist in the documentation and design of specifications for reports and dashboard that support business processes and decision making.
Develop and maintain task board for ServiceNow Operational team.
Recommend and participate in the development of new procedures and policies related to ServiceNow operations.
Identify opportunities for process automation and efficiency improvements.
Review ServiceNow development team processes and assist with fit/gap analysis, make recommendations on updates that will benefit and improve ServiceNow Operations team delivery of solutions to business.
Assist in project planning, including defining scope, timelines, and resource requirements.
Monitor project progress, manage risks, and ensure timely delivery of solutions.
Communicate project status, updates, and issues to stakeholders in a clear and timely manner.
Qualifications
Minimum
Post-secondary degree or diploma in Information Systems, Technology, or Business
2 years of experience with ServiceNow.
Minimum 3 years of experience working in a Business Analyst role
Experience with ServiceNow IT Service Management (ITSM) product
Experience as a Business Analyst in a Project Management lifecycle
Experience with business process improvement.
Preferred
5 or more years of direct experience with ServiceNow.
Minimum 5 years of experience working in a Business Analyst role
Project management experience utilizing agile methodology
Experience with ServiceNow modules like IT Operations Management (ITOM) and CMDB, Customer Service Management (CSM), HR Service Delivery (HRSD), Custom apps, etc.
Certified Business Analyst Professional (CBAP) or working towards a BA designation is an asset
ITIL V4 Certification
ServiceNow Certified System Administrator (CSA) would be considered an asset
ServiceNow Certified Implementation Specialist (CIS) would be an asset
Skills Required
Excellent organizational and time management
Strong analytical and problem-solving skills.
Strong communication, both written and verbal
Excellent interpersonal skills.
Proficiency in requirement gathering, process design, and documentation.
Knowledge of ServiceNow platform capabilities and functionalities.
Ability to work collaboratively with cross-functional teams.
Project management skills and familiarity with Agile or other project management methodologies.
Proficient with Microsoft products such as Office Suite, Projects, Power Point, Viso.
Job classification: Business Analyst- P2011
Salary range: $95K- $105K
Paid Leave: 4 Weeks Vacation / 14 Flex Days per year
Hours Per Week: 37.5
Posting closing date: Until position is filled
View a summary of our benefits and perks for salaried employees as one of Alberta’s Top Employers, including health & dental care, pension plan, vacation & special leave and flexible work options at our beautiful inner-city campus.
About SAIT
SAIT is a global leader in applied education. Named one of Alberta’s Top Employers, we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers.
Building on our 100+ year history, we’re looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.
Equity, diversity and inclusion (EDI) is essential to achieving SAIT’s vision to be a global leader in applied education. It creates the conditions for a healthy campus where everyone feels welcome, respected and empowered to succeed. SAIT values fairness, shared accountability and the importance of representation. The institution expects a commitment from its students and employees to continuously develop an equitable and inclusive mindset that celebrates diverse experiences and perspectives. Learn more about EDI at SAIT.

Please refer the Job description for details