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Job summary

The Business Analyst will gather and document requirements for CMDB and ITSM workflows while collaborating with technical teams to translate needs into functional specifications. They will also support CMDB governance, data quality processes, and perform UAT for ServiceNow enhancements.

Job details

Job Title: Business Analyst – ServiceNow / CMDB Location: Toronto– Hybrid (Onsite: Every Monday and 2nd Friday of the month) Contract Duration: 1 year (renewable) Key Responsibilities: Gather, document, and analyze business requirements related to CMDB, ITSM workflows, and ServiceNow enhancements. Collaborate with technical teams to translate business needs into functional specs. Support CMDB governance, data quality, and configuration item (CI) lifecycle processes. Assist with process mapping, gap analysis, and workflow improvements. Communicate updates, findings, and recommendations clearly to both technical and non-technical stakeholders. Support testing, validation, and UAT for ServiceNow changes. Help define standards and best practices related to ServiceNow data, CMDB structures, and ITSM processes. Must-Haves: 5+ years of Business Analyst or Business Systems Analyst experience. 2+ years of hands-on experience with ServiceNow Strong communication skills, able to interface with leadership, technical teams, and business partners. Understanding of CI classes, relationships, discovery, and data quality concepts. Ability to build clear documentation, process flows, and business cases. Strong analytical skills and comfort working with structured data. Ability to be onsite every Monday and 2nd Friday of each month. Nice-to-Haves: Experience in financial services or large enterprise environments. CMDB or ITSM modules. Knowledge of ITIL processes (Incident, Change, Problem). Familiarity with ServiceNow Discovery or Service Mapping.

What you’ll do

The Business Analyst will gather and document requirements for CMDB and ITSM workflows while collaborating with technical teams to translate needs into functional specifications. They will also support CMDB governance, data quality processes, and perform UAT for ServiceNow enhancements.

Requirements

Candidates must have at least 5 years of experience as a Business Analyst and 2 years of hands-on experience with ServiceNow. Strong analytical skills, knowledge of ITIL processes, and the ability to work onsite in Toronto on specific days are required.

Listed skills

• Documentation · Preferred
• Process Mapping · Preferred
• Business analysis · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Business Analysis
• ServiceNow
• CMDB
• ITSM
• Process Mapping
• Gap Analysis
• Data Quality
• CI Lifecycle
• Functional Specs
• ITIL
• Discovery
• Service Mapping
• Stakeholder Management
• Documentation
• Analytical Skills

Job areas

• Technology
• Software
• Finance & Accounting
• Consulting
• Data & Analytics