Business Analyst, ServiceNow - Global Finance

Job summary

The Business Analyst will bridge the gap between Finance stakeholders and the ServiceNow delivery team to drive platform enhancements and operational excellence. Responsibilities include translating business needs into functional requirements, coordinating user acceptance testing, and supporting global deployments.

Job details

WHAT IF YOU COULD REDEFINE WHAT’S POSSIBLE? WITH US, YOU CAN. With us, you can. You want Purpose. Growth. Opportunity. People who get it. We are the home of ambitious, passionate, and innovative world shapers. With an unmatched breadth and depth of engineering, advisory and science-based expertise, our global minds unite to power local solutions. We are pathfinders and impact makers. We are Visioneers. We are WSP. THE OPPORTUNITY This is your opportunity to help shape the continued development and transformation of WSP’s Global Finance ServiceNow platform, with a particular focus on Customer Service Management (CSM) Workspace. You will work at the intersection of Finance, technology, and business transformation, partnering with stakeholders across regions to deliver scalable, efficient, and user-focused solutions. Reporting to the Global Finance ServiceNow and Transformation Lead, you will serve as a key connection between Finance stakeholders and the ServiceNow delivery team, helping drive platform enhancements, support operational excellence, and enable a consistent global user experience. YOUR IMPACT * Translate business needs into clear user stories, process flows, functional requirements, business rules, data requirements, and acceptance criteria. * Validate requirements with Finance stakeholders and technical teams to ensure they are complete, practical, and ready for development. * Identify opportunities to simplify, standardize, or automate processes rather than replicate manual or regional practices in the platform. * Support the intake, analysis, and refinement of Finance ServiceNow enhancement requests. * Maintain well-defined user stories and acceptance criteria, ensuring requests are sufficiently developed before entering delivery. * Develop test scenarios and coordinate Finance user acceptance testing (UAT) for enhancements, integrations, and regional deployments. * Document and triage defects, work with developers on clarification, and coordinate retesting through resolution. * Support business sign-off and confirm that requirements, access, training, and operational-readiness activities are completed before release. * Communicate technical considerations in practical business language and ensure business decisions are clearly understood by the delivery team. * Support regional onboarding by gathering local requirements, identifying valid regional differences, and aligning solutions with Global standards. * Assist with access validation, readiness tracking, cutover activities, hypercare, and post-release stabilization. * Investigate recurring operational issues and help determine whether they require a process change, training, data correction, or system enhancement. * Meet with Finance stakeholders to understand reporting and Power BI dashboard requirements. * Document metric definitions, filters, data needs, and expected use cases. * Connect stakeholders with the appropriate reporting and technical teams and support requirements clarification through dashboard delivery. * Contribute to training materials, process guidance, demonstrations, and release communications. * Support users during UAT, go-live, and hypercare while capturing recurring questions or adoption issues. * Maintain requirements, process maps, decision logs, test evidence, and other project documentation. THE SKILLS THAT SET YOU APART * Experience as a Business Analyst supporting ServiceNow, preferably within Customer Service Management Workspace. * Good understanding of CSM case management, forms, routing, assignment groups, queues, notifications, portals, and reporting. * Experience facilitating workshops and translating business needs into user stories, process flows, and acceptance criteria. * Experience coordinating UAT, managing defects, and supporting releases or regional deployments. * Strong written communication, stakeholder-management, and problem-solving skills. * Ability to work across global, cross-functional, and multicultural teams. * Experience working in Agile delivery environments. * Finance, shared-services, or enterprise-transformation experience would be an asset. * ServiceNow Certified System Administrator or CSM-related certification is considered an asset. * Familiarity with integrations, APIs, email ingestion, data mapping, or automation. * Familiarity with Power BI requirements gathering and operational reporting. WHY CHOOSE WSP? We exist to shape communities to advance humanity. The brightest engineers, advisors and scientists from across the globe call WSP home. * Proudly Canadian – we are a Top 100 Employer in Canada for 2026. * A global community of brilliant minds – your next idea, mentor, or opportunity is always within reach. * Limitless opportunities start here. Whether it’s across the country or around the globe, we help you tailor your role to match your ambition — because your growth drives ours. * Flexible work, real balance – we recognize the importance of balance in our lives and encourage you to prioritize the balance in yours. #WeAreWSP COMPENSATION AB, BC, NT, NU, SK & YT: $77,400 – $102,500 MB & ON: $70,600 – $97,200 NB, NL, NS, PE & QC: $69,900 – $92,900 Disclosure: The final salary awarded for this role may vary from the above range based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs. The wage range provided in this job posting may be subject to change for business purposes. MAKE YOUR MARK Ready to help drive the future of Finance transformation? Join a team where your analytical expertise, ServiceNow knowledge, and collaborative approach will influence global processes, improve user experiences, and help deliver meaningful business outcomes at scale. Apply today and help shape the next generation of Finance operations through innovation, partnership, and continuous improvement. #LI-Hybrid At WSP, we exist to shape communities to advance humanity. It’s why we bring people together who are wired to solve complex challenges - engineers, scientists, advisors, and technical experts who are driven by a common passion - to redefine what’s possible and shape what comes next. We are Visioneers. As one of the world’s leading professional services firms, we partner with clients across transportation, infrastructure, environment, buildings, energy, water, mining and metals. We pair deep local knowledge with global insights to pioneer solutions designed to leave a lasting, positive impact. At WSP, you’ll join a community of brilliant minds that push boundaries every day - applying deep expertise and fuelling innovation to help create a more connected and resilient future. Here, your ideas are valued, your growth is supported, and you are encouraged to bring your authentic self to work. We empower our people to collaborate across disciplines, challenge the status quo, and shape a career with purpose. Join us. Please Note: Health and Safety is a core paramount value of WSP. Given the importance of keeping one another safe it is expected that you comply with our Health, Safety & Environment (HSE) policy at all times as well as client HSE policies when working at client locations. Full details here [https://www.wsp.com/en-ca/corporate/ca/health-safety]. Some safety-sensitive positions involve fieldwork and may include work in a variety of environmental conditions, such as remote or isolated areas, working alone, and in inclement weather (within safe and reasonable limits). WSP welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. WSP is committed to the principles of employment equity. Only the candidates selected will be contacted. WSP does not accept unsolicited resumes from agencies. Full details here [https://www.wsp.com/en-ca/careers/notice-to-staffing-agencies].

What you’ll do

The Business Analyst will bridge the gap between Finance stakeholders and the ServiceNow delivery team to drive platform enhancements and operational excellence. Responsibilities include translating business needs into functional requirements, coordinating user acceptance testing, and supporting global deployments.

Requirements

Candidates should have experience as a Business Analyst supporting ServiceNow, specifically within Customer Service Management. Strong communication skills, experience in Agile environments, and the ability to facilitate workshops and manage stakeholders are essential.

Benefits

• Flexible work
• Work-life balance

Listed skills

• Business analysis · Preferred
• Process Mapping · Preferred
• Stakeholder Management · Preferred
• Power BI · Preferred
• Operational Excellence · Preferred
• Technical Documentation · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• ServiceNow
• Customer Service Management
• Business Analysis
• User Stories
• Process Mapping
• UAT Coordination
• Stakeholder Management
• Agile Methodology
• Power BI
• Data Mapping
• Automation
• Requirement Gathering
• Operational Excellence
• Finance Transformation
• Technical Documentation
• Dashboard
• Communication
• Operational Reporting
• Operations
• Coordinating
• Problem Solving
• Environment Health And Safety
• Influencing Skills
• Prioritization
• Innovation
• Continuous Improvement Process
• Resilience
• Writing
• Finance
• Application Programming Interface (API)
• Scalability
• International Finance
• Requirements Elicitation
• Triage
• Demonstration Skills
• Business Transformation
• Business Decisions
• Scenario Testing
• Acceptance Testing
• User Acceptance Testing (UAT)
• User Story
• Project Documentation
• Case Management
• Network Routing
• Functional Requirement
• Employment Equity
• Disabilities
• Workshop Facilitation
• ServiceNow Certified System Administrator (CSA)

Job areas

• Technology
• Finance & Accounting
• Software
• Consulting
• Customer Service & Support
• Servicenow Business Analyst
• Financial Analyst (General)
• Financial Analysts
• Financial and Investment Analysts

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