About the role
**IT Technical Business Analyst – Senior (12 month contract)
Location: Edmonton, AB/ Remote
Staffing Placement Opportunity** Role & Responsibilities
-
Design, build, and validate Application Service maps in ServiceNow in alignment with the CSDM.
-
Ensure Application Services are correctly related to Business Applications and supporting infrastructure components.
-
Configure and troubleshoot Service Mapping and Discovery patterns using Pattern Designer.
-
Support Tag-Based Service Mapping where applicable.
-
Analyze and resolve service mapping failures, including:
-
Credential and access issues
-
Network connectivity and firewall constraints
-
Identification & Reconciliation Engine (IRE) conflicts
-
Discovery and CMDB data quality gaps
-
Investigate CMDB and Discovery issues impacting service map accuracy and completeness.
-
Work closely with Infrastructure, Network, and Application teams to validate service maps and resolve technical blockers.
-
Document configurations, troubleshooting steps, and mapping decisions to support operational sustainment.
Mandatory Skills Required Skills & Experience ServiceNow Service Mapping
- Hands-on experience building ServiceNow Application Service maps in large, complex enterprise environments.
- Experience mapping legacy or partially documented applications.
ITOM & Pattern Configuration
- Experience configuring and troubleshooting Service Mapping patterns using Pattern Designer.
CSDM
- Working knowledge of CSDM 4.0/5.0 as it relates to Application Services.
- Experience defining Application Service boundaries and relationships to Business Applications.
- Understanding of how accurate CSDM alignment supports reporting and impact analysis.
Infrastructure Knowledge
- Working knowledge of Discovery protocols (WMI, SSH, SNMP)
- TCP/IP networking fundamentals
- Firewalls and load balancers (e.g., F5)
Troubleshooting
- Ability to determine whether service mapping failures are caused by credential, network, pattern, or CMDB data issues.
Documentation
- Ability to produce clear technical documentation and configuration notes.
Experience
- 5+ years of ServiceNow platform experience in a technical role.
- Minimum 3 years of focused experience in ITOM (Discovery and Service Mapping).
- Experience working in a multi-vendor enterprise environment.
- Experience in government or regulated environments is considered an asset.
Key Competencies
- Strong analytical and troubleshooting mindset.
- Comfortable working in legacy and complex technical environments.
- Self-starter able to work independently with minimal supervision.
- Able to communicate technical issues clearly to infrastructure and application teams.
Education The proposed resource must meet or exceed one of the following:
- University degree in computer science or a related discipline and 4 years technical analyst experience; OR
- 2-year diploma in computer technology or a related discipline and 6 years related technical analyst experience; OR
- 1-year certificate in a related discipline and 7 years related technical analyst experience.
Work Experience
- Broad understanding of the technical environment and linkages between systems – 6 years.
- Experience in developing service maps for organizations with complex IT environments – 6 years.
- Experience supporting application infrastructure and/or software development – 6 years.
- Experience using ServiceNow to create and maintain service maps, reports, dashboards, and visual task boards – 6 years.
- Experience working with application stakeholders to gather information about systems and underlying infrastructure – 6 years.
- Familiarity with ServiceNow ITOM – 6 years.
Desired Skills Professional Licenses/Certifications
- ITIL Foundations certification – Yes
Additional Work Experience
- Experience at senior management level or above in an organization of comparable size and complexity – 6 years
- Experience leading and facilitating meetings with stakeholders at all levels – 6 years
- Experience working in or for the public sector – 2 years
- Familiarity with Microsoft Visio or other diagramming software – 6 years
- Familiarity with TOGAF framework – 3 years
- Project management and technical abilities to implement application services on an enterprise scale, with both software and hardware components – 6 years
Note: this is an opportunity with a Microserve client.
About Microserve
Microserve is an IT solutions company rooted in a philosophy of long-term partnerships and continuous innovation. Our outstanding team has delivered IT solutions to clients across BC and Alberta for over 35 years. Based in Burnaby BC, Microserve also holds branches in Victoria, Edmonton, and Calgary in addition to service networks across both provinces.
Since 1987 businesses have trusted Microserve for extensive experience and expertise in providing IT solutions across BC and Alberta, a commitment to excellence in all of our service offerings ensuring only the highest level of quality and client satisfaction, and a focus on relationships and dedication to supporting the long-term best interests of our clients. We are committed to excellence in everything that we do. This commitment to maintaining a high level of expertise in the constantly changing IT industry and to developing long-term relationships has allowed us to establish and maintain a strong market position as one of the largest independent IT solution providers in Western Canada.
We provide services in: Managed Services, IT Security Services, Modern Workplace, Data Centre, Backup & Disaster Recovery, Audio Visual Solutions, Cloud Services, IT Staffing, Projects & IT Consulting, IT Procurement, End User Computing, Managed Print Services
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About the role
**IT Technical Business Analyst – Senior (12 month contract)
Location: Edmonton, AB/ Remote
Staffing Placement Opportunity** Role & Responsibilities
-
Design, build, and validate Application Service maps in ServiceNow in alignment with the CSDM.
-
Ensure Application Services are correctly related to Business Applications and supporting infrastructure components.
-
Configure and troubleshoot Service Mapping and Discovery patterns using Pattern Designer.
-
Support Tag-Based Service Mapping where applicable.
-
Analyze and resolve service mapping failures, including:
-
Credential and access issues
-
Network connectivity and firewall constraints
-
Identification & Reconciliation Engine (IRE) conflicts
-
Discovery and CMDB data quality gaps
-
Investigate CMDB and Discovery issues impacting service map accuracy and completeness.
-
Work closely with Infrastructure, Network, and Application teams to validate service maps and resolve technical blockers.
-
Document configurations, troubleshooting steps, and mapping decisions to support operational sustainment.
Mandatory Skills Required Skills & Experience ServiceNow Service Mapping
- Hands-on experience building ServiceNow Application Service maps in large, complex enterprise environments.
- Experience mapping legacy or partially documented applications.
ITOM & Pattern Configuration
- Experience configuring and troubleshooting Service Mapping patterns using Pattern Designer.
CSDM
- Working knowledge of CSDM 4.0/5.0 as it relates to Application Services.
- Experience defining Application Service boundaries and relationships to Business Applications.
- Understanding of how accurate CSDM alignment supports reporting and impact analysis.
Infrastructure Knowledge
- Working knowledge of Discovery protocols (WMI, SSH, SNMP)
- TCP/IP networking fundamentals
- Firewalls and load balancers (e.g., F5)
Troubleshooting
- Ability to determine whether service mapping failures are caused by credential, network, pattern, or CMDB data issues.
Documentation
- Ability to produce clear technical documentation and configuration notes.
Experience
- 5+ years of ServiceNow platform experience in a technical role.
- Minimum 3 years of focused experience in ITOM (Discovery and Service Mapping).
- Experience working in a multi-vendor enterprise environment.
- Experience in government or regulated environments is considered an asset.
Key Competencies
- Strong analytical and troubleshooting mindset.
- Comfortable working in legacy and complex technical environments.
- Self-starter able to work independently with minimal supervision.
- Able to communicate technical issues clearly to infrastructure and application teams.
Education The proposed resource must meet or exceed one of the following:
- University degree in computer science or a related discipline and 4 years technical analyst experience; OR
- 2-year diploma in computer technology or a related discipline and 6 years related technical analyst experience; OR
- 1-year certificate in a related discipline and 7 years related technical analyst experience.
Work Experience
- Broad understanding of the technical environment and linkages between systems – 6 years.
- Experience in developing service maps for organizations with complex IT environments – 6 years.
- Experience supporting application infrastructure and/or software development – 6 years.
- Experience using ServiceNow to create and maintain service maps, reports, dashboards, and visual task boards – 6 years.
- Experience working with application stakeholders to gather information about systems and underlying infrastructure – 6 years.
- Familiarity with ServiceNow ITOM – 6 years.
Desired Skills Professional Licenses/Certifications
- ITIL Foundations certification – Yes
Additional Work Experience
- Experience at senior management level or above in an organization of comparable size and complexity – 6 years
- Experience leading and facilitating meetings with stakeholders at all levels – 6 years
- Experience working in or for the public sector – 2 years
- Familiarity with Microsoft Visio or other diagramming software – 6 years
- Familiarity with TOGAF framework – 3 years
- Project management and technical abilities to implement application services on an enterprise scale, with both software and hardware components – 6 years
Note: this is an opportunity with a Microserve client.
About Microserve
Microserve is an IT solutions company rooted in a philosophy of long-term partnerships and continuous innovation. Our outstanding team has delivered IT solutions to clients across BC and Alberta for over 35 years. Based in Burnaby BC, Microserve also holds branches in Victoria, Edmonton, and Calgary in addition to service networks across both provinces.
Since 1987 businesses have trusted Microserve for extensive experience and expertise in providing IT solutions across BC and Alberta, a commitment to excellence in all of our service offerings ensuring only the highest level of quality and client satisfaction, and a focus on relationships and dedication to supporting the long-term best interests of our clients. We are committed to excellence in everything that we do. This commitment to maintaining a high level of expertise in the constantly changing IT industry and to developing long-term relationships has allowed us to establish and maintain a strong market position as one of the largest independent IT solution providers in Western Canada.
We provide services in: Managed Services, IT Security Services, Modern Workplace, Data Centre, Backup & Disaster Recovery, Audio Visual Solutions, Cloud Services, IT Staffing, Projects & IT Consulting, IT Procurement, End User Computing, Managed Print Services