As a Business System Analyst, you will take on the rewarding and exciting role of driving innovation and leading the implementation of cutting-edge technologies. Your expertise will be instrumental in streamlining processes, optimizing workflows, and maximizing the potential of our service management platforms and tools. By leveraging your analytical skills and deep understanding of customer needs, you will play a pivotal role in shaping the future of our organization. Together, we will revolutionize the way we deliver services, exceed customer expectations, and stay ahead of the competition.

What you’ll do:

- Work with Product Owners, project team members and impacted stakeholders to understand the scope and vision of our ServiceNow Roadmap projects.
- Work with stakeholders to understand any current processes and help them adapt their processes to fit the future state.
- Build trust with stakeholders through your strong knowledge of project process, operational applications, business products, services.
- Provide input on Project Visions, Charters and Epics.
- Create quality requirements within the boundaries of the Epics and the project scope.
- Lead and facilitate meetings and working sessions with cross-functional stakeholders in order to achieve desired outcomes.
- Help stakeholders navigate the change journey by identifying and clearly communicating and the change impacts.
- Help to demonstrate the future state during process workshops.
- Plan and facilitate testing and clearly communicate test results to stakeholders.
- Track defects and ensure plans to address defects are addressed and acceptable for stakeholders and the project team.
- Get sign offs from stakeholders for activities such as Process mapping & UAT.
- Provide post launch stability support.
- Provide regular status updates to leaders and project managers highlighting any risks and mitigation plans.

Qualifications - What you bring:

- We pride ourselves on our collaborative work environment, where team members across different levels come together to achieve common goals. As a Business System Analyst, you will have the chance to build strong relationships, collaborate effectively, and positively influence multiple teams.
- You are a mentor to others, regardless of level.
- You celebrate and support the success of others within your team.
- You are able to communicate effectively with team members across different levels within the organization with the right level of complexity for the audience.
- You have the ability to think outside-of-the-box and implement a flexible mindset.
- You can deal with ambiguity, fast pace and adapt to unexpected changes.
- Ability to complete complex tasks on both large and transformational projects.
- A proven history of quality project delivery and project deliverables using an expert level of underlying competencies, collaboration and appropriate techniques to perform tasks.
- You have an expert level of organizational, planning and time management skills.
- You are self-motivated and can take timely action by assessing risk-adjusted options and prioritization across a multiple of concurrent projects and workstreams.
- You possess strong planning, performance and business analysis skills. Advanced ability to perform an appropriate level of assessment to recommend solutions; make good choices based on analysis, experience and judgment.
- A strong understanding of project gating methodology and activities.
- You build trust with stakeholders through your strong knowledge of project process, operational applications, business products, services.
- You have a focus on continuous learning and development across multiple domains including industry best practices, technology trends, and customer experience opportunities.
- Knowledge of Waterfall, Agile (SAFe), Project Development Lifecycle, DevOps
- You have experience working in an Agile environment and familiarity with associated tools such as JIRA or ServiceNow as a project tool, Kanban, and Scrum will help you navigate effectively within the project team.
- Your experience with Google Suite and Microsoft Applications will help you efficiently and effectively communicate with team members across different levels.
- You will have strong systems knowledge of ServiceNow.

Must-Have Skills (min. 3 skills please):
1. ServiceNow Platform Familiarity – Strong understanding of core modules (e.g., Incident, Change, Request, CMDB, Case, Project) and how to elicit and refine requirements tailored to the platform’s capabilities and constraints.
2. Requirements Gathering & Story Writing – Proven ability to lead structured requirements workshops, translate business needs into clear, testable user stories with acceptance criteria, and manage backlogs in Agile or hybrid environments.
3. Stakeholder Engagement & Communication – Skilled in liaising with technical and non-technical stakeholders to gather feedback, align priorities, and manage expectations throughout project lifecycles.
4. User Acceptance Testing (UAT) Leadership – Experience in designing and facilitating UAT plans, documenting results, triaging defects, and ensuring stakeholder sign-off.
5. Analytical Thinking & Process Mapping – Proficient in analyzing complex business processes, identifying improvement opportunities, and using tools like Lucidchart or Miro to produce clear process flows aligned with ITSM/ITIL practices.

Great-to-haves:
- Post secondary diploma or certification
- Business Analysis certification/courses
- ServiceNow certifications such as Business Process Analyst
- 5-7 years of experience in an analytical role
- Certification in ITIL, Agile, Lean Six Sigma
- Experience working in an Agile environment and familiarity of associated tools
- Broad knowledge of business telecommunications and organizational management