Intermediate ServiceNow Business Analyst
- Vaughan, ON
- On-site
- Posted Oct 10, 2026
- 1 position
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- Employment type
- Full-time
- Experience level
- Mid-level · 2+ years
- Minimum education
- Professional degree
- Posting language
- English
- Working hours
- 40 hours per week
- Seniority
- Associate
- Application method
- Direct apply is available
Job summary
Administer, configure, support, and improve ServiceNow ITSM modules and related capabilities, including CSM, CAB Workbench, integrations, automated testing, and user-facing portals. Troubleshoot platform issues, support users, explore AI capabilities, and contribute to project and business analysis from requirements gathering through delivery.
Job details
Our Vaughan client is need of an Intermediate ServiceNow Business analyst for a full time permanent position. Are you a ServiceNow pro who loves building smooth, reliable IT service delivery? The successful candidate will support, configure, and improve our client's ITSM platform. You’ll work in a structured, ITIL-aligned environment and help shape how IT services get delivered across the business. What you’ll do Administer, configure, and support core ServiceNow ITSM modules: Incident, Request, Change, Problem, Knowledge, and Service Catalog Support Customer Service Management (CSM) and the Change Advisory Board (CAB) Workbench Test, troubleshoot, and resolve platform issues, and provide hands-on user support Build and maintain integrations using REST/SOAP APIs and middleware Use the Automated Test Framework (ATF) to keep releases stable and reliable Improve the user experience through Service Portal / Employee Center Explore and put ServiceNow AI capabilities to work Take on project and business analysis work, from gathering requirements to delivering results What you bring Strong hands-on experience with ServiceNow administration and configuration Solid working knowledge of ITIL processes and ITSM best practices Experience working in formal IT service delivery and change management environments Working knowledge of JavaScript, REST/SOAP APIs, and integration concepts Experience supporting SaaS and cloud-based applications (preferred) Proven project management skills Nice to have PMP designation, or training in Business Analysis or Project Management fundamentals ServiceNow certifications (CSA, CIS-ITSM)
What you’ll do
Administer, configure, support, and improve ServiceNow ITSM modules and related capabilities, including CSM, CAB Workbench, integrations, automated testing, and user-facing portals. Troubleshoot platform issues, support users, explore AI capabilities, and contribute to project and business analysis from requirements gathering through delivery.
Requirements
Candidates should have hands-on ServiceNow administration and configuration experience, knowledge of ITIL and ITSM best practices, and experience in formal service delivery and change management environments. Working knowledge of JavaScript, REST/SOAP APIs, and integrations, along with project management skills, is expected; SaaS/cloud experience, PMP or relevant training, and ServiceNow certifications are preferred or considered assets.
Listed skills
- Incident Management · Preferred
- Change Management · Preferred
- JavaScript · Preferred
- Business analysis · Preferred
Other relevant skills
Identified from the job description. Confirm important requirements above.
- ServiceNow Administration
- ServiceNow Configuration
- IT Service Management
- ITIL Processes
- Incident Management
- Request Management
- Change Management
- Problem Management
- Knowledge Management
- Service Catalog
- Customer Service Management
- JavaScript
- REST/SOAP APIs
- Integration Development
- Automated Test Framework
- Business Analysis
Job areas
- Technology
- Software
- Consulting