Lead Business Analyst

Toronto, ON
On-site
Posted Oct 13, 2026
1 position

Opens LinkedIn

Employment type: Contract
Experience level: Senior · 5+ years
Minimum education: Bachelor’s degree
Posting language: English
Working hours: 40 hours per week
Seniority: Mid-Senior level
Application method: Direct apply is available

Job summary

Gather and analyze stakeholder requirements, translate business needs into functional specifications, and configure ServiceNow solutions across ITSM, ITOM, and Service Portal. Maintain CMDB data and integrations, support users, participate in testing, monitor application performance, and recommend improvements.

Job details

Job Description: We are seeking a skilled ServiceNow Business Analyst to join our team at InsuranceCorp. The ideal candidate will have a strong background in IT Service Management (ITSM) and a proven track record of implementing and managing ServiceNow solutions. This role requires a deep understanding of ITOM, CMDB/CSDM, Employee Center, SPM, Service Portal, REST API, and Now Assist. The successful candidate will work closely with stakeholders to gather requirements, analyze business needs, and ensure the effective delivery of ServiceNow products. Responsibilities: Collaborate with stakeholders to gather and document business requirements for ServiceNow implementations. Analyze and translate business needs into functional specifications for ServiceNow solutions. Configure and customize ServiceNow applications, including ITSM, ITOM, and Service Portal. Manage the CMDB and ensure data integrity and compliance with CSDM standards. Develop and maintain integrations using REST API to connect ServiceNow with other systems. Provide support and training to end users on ServiceNow functionalities, including Employee Center and SPM. Utilize Now Assist to enhance user experience and streamline processes. Participate in testing and quality assurance activities to ensure successful deployment of ServiceNow solutions. Monitor and report on the performance of ServiceNow applications and recommend improvements. Stay updated on ServiceNow best practices and industry trends to drive continuous improvement. Mandatory Skills: Proven experience with ServiceNow ITSM (must have). Strong knowledge of ITOM and CMDB/CSDM. Experience with Service Portal and Employee Center. Proficiency in developing integrations using REST API. Familiarity with ServiceNow Now Assist functionalities. Preferred Skills: Experience in ServiceNow SPM (Service Portfolio Management). Knowledge of ITIL best practices and frameworks. Strong analytical and problem solving skills. Excellent communication and interpersonal skills. Ability to work collaboratively in a team environment. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. 5 7 years of experience as a Business Analyst, specifically with ServiceNow. ServiceNow certifications (e.g., Certified System Administrator, ITSM, ITOM) are a plus. Proven track record of successful ServiceNow implementations and upgrades.

What you’ll do

Requirements

Requires 5–7 years of Business Analyst experience with ServiceNow, including hands-on ITSM experience and knowledge of ITOM, CMDB/CSDM, Service Portal, Employee Center, REST API, and Now Assist. A bachelor's degree in a related field is required; ServiceNow certifications, SPM experience, and ITIL knowledge are advantageous.