Servicenow Business Analyst Job at Randstad (Toronto)

Job Description

We are seeking a highly accomplished ServiceNow Business Analyst for an enterprise-level contract opportunity based in Toronto. In this role, you will take on a premier analytical capacity within the IT Asset Management (ITAM) and Service Management streams, serving as the central liaison between cross-functional business stakeholders and dedicated technical engineering squads. As a senior analyst, you will bridge the gap between procurement workflows, corporate compliance mandates, and cloud platform capabilities. Operating within a hybrid work model, you will drive the elicitation, analysis, and structured documentation of functional requirements to enhance Contract Management, Software Asset Management (SAM), and Hardware Asset Management (HAM) processes. This position demands an expert who can seamlessly translate complex asset lifecycles into scalable platform configurations, leverage Agile best practices, and deliver user-centric solutions that maximize asset governance, software compliance, and operational efficiency. Location: Toronto, ON Assignment Type: Hybrid (3 days a week in-office) Contract Duration: 1 year

Job Responsibility

Lead collaborative discovery workshops, user interviews, and focus groups with business units, procurement, and compliance teams to capture comprehensive functional and non-functional requirements
Translate abstract operational business needs into highly structured user stories complete with explicit acceptance criteria, aligning strictly with Agile best practices
Map, analyze, and document comprehensive AS-IS and TO-BE process flows detailing complete contract, hardware, and software asset lifecycles from intake through retirement
Diagnose system gaps and inefficiencies to recommend scalable automation opportunities, including automated contract triggers, renewal tracking, and asset-to-contract relationships
Support product ownership activities by managing, grooming, and prioritizing the sprint backlog for contract, software, and hardware asset features
Partner closely with platform developers, quality assurance testers, and solution architects to ensure high-quality software delivery and feature validation
Act as the primary point of contact for diverse business segments, facilitating technical status updates, product demonstrations, and sprint review sessions to align expectations with the roadmap
Develop polished end-user frameworks, standard operating procedures (SOPs), comprehensive training guides, and communication plans to support platform rollouts
Prepare, analyze, and present data requirements, executive summaries, status dashboards, and metrics outlining project milestones, dependency constraints, and risk mitigation strategies
Construct clear user acceptance testing (UAT) plans, design realistic data scenarios, and support functional testing teams during validation cycles

Requirements

5+ years of progressive experience operating as a Business Analyst delivering IT solutions on major asset management, procurement, contract management, or cloud platform projects
2 to 3 years of dedicated hands-on experience specifying, implementing, or optimizing ServiceNow Contract Management, Asset Management, ITSM, or ITOM environments
Comprehensive structural knowledge of contract lifecycle processes, procurement workflows, vendor management, hardware lifecycles, and software licensing compliance rules
Proven experience successfully delivering software within structured Agile/Scrum environments, with preferred proficiency using the ServiceNow Agile Board
Advanced analytical capabilities to translate business metrics into technical designs, coupled with outstanding process mapping skills to evaluate complex system linkages

Nice to have

Foundational familiarity with Configuration Management Databases (CMDB), stockroom operations, and automated asset discovery integrations
Bachelor's degree in Information Technology, Computer Science, Business Administration, Supply Chain/Procurement, or a related quantitative field
Certified System Administrator (CSA), ITIL 4 Foundation, or Certified Implementation Specialist (CIS-HAM / CIS-ITAM)
CBAP (IIBA), PMI-PBA, PMI-ACP, CSPO, or SAFe designations

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Servicenow Business Analyst

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