Top Benefits
About the role
Job Opportunity
You excel in dynamic environments where change is constant and enjoy sharing your knowledge to help others succeed. Join Linovati-BP&M: linovati.com/bpm-consulting . At Linovati-BP&M, you’ll work alongside skilled, adaptable management experts who embrace new challenges. Continuous improvement and growth drive everything we do. We value commitment, achievement, collaboration, and adaptability. If this resonates with you, please see our job posting.
Position:
ServiceNow Business Analyst Services
Job Description
The ServiceNow Business Analyst will support the design and delivery of solutions on the ServiceNow platform, with a strong focus on Customer Service Management (CSM). This role is critical in helping to transform its customer experience journeys by working closely with stakeholders across onboarding, payments, claims, underwriting, customer management, and other service areas.
The BA will be responsible for eliciting, validating, and documenting business and technical requirements that are clear to both business stakeholders and the ServiceNow implementation team. The ideal candidate will have strong platform knowledge, a collaborative mindset, and the ability to work independently to solve problems and guide stakeholders through change.
Roles and Responsibilities
- Collaborate with stakeholders to gather and analyze business requirements across customer experience journeys (e.g., onboarding, payments, claims, underwriting, customer management).
- Lead and facilitate workshops to define service desk and ticket management processes.
- Translate business needs into user stories, functional specifications, and workflow designs.
- Design and document catalog items, approvals, permissions, and process flows.
- Identify data sources and contribute to high-level data modeling.
- Configure and support ServiceNow CSM modules, leveraging Flow Designer, Workflow Data Fabric, and Automation Center.
- Conduct user acceptance testing (UAT) and support successful deployment of solutions.
- Provide training and post-deployment support to end-users.
- Collaborate with architecture owners and change management teams to align solutions with enterprise standards.
Top Skills Required:
- Minimum of 5 years of applied experience on the ServiceNow platform, with a focus on CSM.
- Appropriate ServiceNow certifications.
- Excellent communication skills in English is a must
Other Skills Required:
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- Proven experience as a Business Analyst in ServiceNow CSM.
- Excellent analytical and problem-solving skills.
- Strong understanding of configuration vs. customization in ServiceNow.
- Experience with Flow Designer, Workflow Data Fabric, and Automation Center.
- Familiarity with Azure DevOps and Agile requirement management.
- Effective communication and interpersonal skills.
- Ability to work independently and manage competing priorities.
- Experience supporting or enabling citizen development initiatives on the ServiceNow platform.
Job Requirement
- Must have security Clearance: Reliability or Secret
Location:
- National Capital Region (NCR): Ottawa-Gatineau Region
- Six months contract, remote
Thank you for taking the time to apply for this role.
Regards,
Shalini Sharma
Business Development Coordinator / Coordonnatrice au développement d’affaire
BP & M Government IM & IT Consulting Inc.
Website: https://linovati.com/en/bpm-consulting/
About BP&M Consulting
Our Agenda While all of our consultants have deep background in technology, our core focus is business. We are experts in bringing together the whole equation: solving your real-world business challenges, empowering your people to work smarter despite shrinking budgets, getting all players on board with the solution, and ensuring that your technology decisions are aligned with the organization’s business objectives.
We achieve these results through our government-focused Lean methodology and our patented Abeo™ approach, while supporting IM/IT with our combined business and technical expertise.
With Lean for Government, BP&M helps Programs, Corporate Services, and IM/IT work together to improve key processes in order to deliver exceptional services for Canadians. Abeo™, BP&M’s patented business engagement framework, is a model for coordinating functional areas in your department or agency. Our services to IM/IT focus on helping CIOs become co-creators of enterprise-level positive change.
Our expertise
While focusing on people and processes, we also offer the credibility fundamentals you would expect from a team of senior resources who individually possess an average of 15 to 30 years of experience. These professionals typically began their careers delivering IM/IT solutions, so they have a deep understanding of technical challenges and opportunities. At the same time, they also have experience in key business areas, including management, financial analysis, process improvement, customer relationship management, and marketing. And most BP&M consultants are change management certified.
This experience, combined with our local presence, means we also have key contacts in the National Capital Region—connections to the federal community that give us valuable up-to-the-minute insight into local trends, best practices, upcoming legislation, policy, and key initiatives relevant to your undertaking.
Top Benefits
About the role
Job Opportunity
You excel in dynamic environments where change is constant and enjoy sharing your knowledge to help others succeed. Join Linovati-BP&M: linovati.com/bpm-consulting . At Linovati-BP&M, you’ll work alongside skilled, adaptable management experts who embrace new challenges. Continuous improvement and growth drive everything we do. We value commitment, achievement, collaboration, and adaptability. If this resonates with you, please see our job posting.
Position:
ServiceNow Business Analyst Services
Job Description
The ServiceNow Business Analyst will support the design and delivery of solutions on the ServiceNow platform, with a strong focus on Customer Service Management (CSM). This role is critical in helping to transform its customer experience journeys by working closely with stakeholders across onboarding, payments, claims, underwriting, customer management, and other service areas.
The BA will be responsible for eliciting, validating, and documenting business and technical requirements that are clear to both business stakeholders and the ServiceNow implementation team. The ideal candidate will have strong platform knowledge, a collaborative mindset, and the ability to work independently to solve problems and guide stakeholders through change.
Roles and Responsibilities
- Collaborate with stakeholders to gather and analyze business requirements across customer experience journeys (e.g., onboarding, payments, claims, underwriting, customer management).
- Lead and facilitate workshops to define service desk and ticket management processes.
- Translate business needs into user stories, functional specifications, and workflow designs.
- Design and document catalog items, approvals, permissions, and process flows.
- Identify data sources and contribute to high-level data modeling.
- Configure and support ServiceNow CSM modules, leveraging Flow Designer, Workflow Data Fabric, and Automation Center.
- Conduct user acceptance testing (UAT) and support successful deployment of solutions.
- Provide training and post-deployment support to end-users.
- Collaborate with architecture owners and change management teams to align solutions with enterprise standards.
Top Skills Required:
- Minimum of 5 years of applied experience on the ServiceNow platform, with a focus on CSM.
- Appropriate ServiceNow certifications.
- Excellent communication skills in English is a must
Other Skills Required:
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- Proven experience as a Business Analyst in ServiceNow CSM.
- Excellent analytical and problem-solving skills.
- Strong understanding of configuration vs. customization in ServiceNow.
- Experience with Flow Designer, Workflow Data Fabric, and Automation Center.
- Familiarity with Azure DevOps and Agile requirement management.
- Effective communication and interpersonal skills.
- Ability to work independently and manage competing priorities.
- Experience supporting or enabling citizen development initiatives on the ServiceNow platform.
Job Requirement
- Must have security Clearance: Reliability or Secret
Location:
- National Capital Region (NCR): Ottawa-Gatineau Region
- Six months contract, remote
Thank you for taking the time to apply for this role.
Regards,
Shalini Sharma
Business Development Coordinator / Coordonnatrice au développement d’affaire
BP & M Government IM & IT Consulting Inc.
Website: https://linovati.com/en/bpm-consulting/
About BP&M Consulting
Our Agenda While all of our consultants have deep background in technology, our core focus is business. We are experts in bringing together the whole equation: solving your real-world business challenges, empowering your people to work smarter despite shrinking budgets, getting all players on board with the solution, and ensuring that your technology decisions are aligned with the organization’s business objectives.
We achieve these results through our government-focused Lean methodology and our patented Abeo™ approach, while supporting IM/IT with our combined business and technical expertise.
With Lean for Government, BP&M helps Programs, Corporate Services, and IM/IT work together to improve key processes in order to deliver exceptional services for Canadians. Abeo™, BP&M’s patented business engagement framework, is a model for coordinating functional areas in your department or agency. Our services to IM/IT focus on helping CIOs become co-creators of enterprise-level positive change.
Our expertise
While focusing on people and processes, we also offer the credibility fundamentals you would expect from a team of senior resources who individually possess an average of 15 to 30 years of experience. These professionals typically began their careers delivering IM/IT solutions, so they have a deep understanding of technical challenges and opportunities. At the same time, they also have experience in key business areas, including management, financial analysis, process improvement, customer relationship management, and marketing. And most BP&M consultants are change management certified.
This experience, combined with our local presence, means we also have key contacts in the National Capital Region—connections to the federal community that give us valuable up-to-the-minute insight into local trends, best practices, upcoming legislation, policy, and key initiatives relevant to your undertaking.