ServiceNow Business Analyst Jobs

Our client, a global IT company, are hiring  an experienced ServiceNow PSDS Business Process Consultant to join their team on a 12-month contract in Washington D.C. The successful candidate will help shape and deliver user-centric digital services aligned with Public Sector Digital Services (PSDS) objectives, while analyzing existing processes, designing future-state solutions, and maximizing ServiceNow's out-of-the-box capabilities.


Responsibilities

• Lead business process discovery and design workshops with stakeholders across multiple business functions.

• Analyze As-Is processes and design optimized To-Be processes aligned with ServiceNow best practices.

• Translate business requirements into functional requirements, user stories, and clear acceptance criteria.

• Facilitate process mapping using BPMN, Lean, Value Stream Mapping or equivalent methodologies.

• Support ServiceNow implementations across modules including ITSM, CSM, HRSD, IRM and SPM.

• Drive process standardization, automation and continuous improvement initiatives.

• Support Agile ceremonies, including backlog refinement, sprint planning and User Acceptance Testing (UAT).

• Develop high-quality documentation, including BRDs, functional specifications, process maps, user stories and SOPs.

• Engage with operational teams, senior stakeholders and program leadership to drive alignment and informed decision-making.

• Identify process risks, dependencies and opportunities for optimization.

Skillset

• Proven experience as a Business Process Consultant or Senior Business Analyst supporting ServiceNow implementations and digital transformation programs.

• Strong knowledge of ServiceNow platform capabilities, best practices, and implementation methodologies.

• Experience delivering complex digital transformation initiatives within public sector or regulated environments.

• Strong expertise in business process modeling, analysis and continuous improvement.

• Proven ability to gather, document, analyze and validate complex business requirements.

• Experience working in Agile delivery environments, including Scrum, Kanban, or SAFe.

• Excellent communication skills with ability to effectively bridge the gap between business stakeholders and technical delivery teams.

• Working knowledge of ITIL 4 and service management best practices.

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) certification is a plus.

• Ability to obtain or hold relevant government security clearance may be required.

Our client, a leading IT consultancy in Canada, are hiring a ServiceNow ITOM Developer to join their team in Quebec on a contract basis. The successful candidate will play a key role in transforming banking operations through the ServiceNow platform, working closely with business stakeholders, architects and compliance teams to deliver scalable solutions that enhance customer servicing, streamline operational processes, and meet regulatory and audit requirements.


Responsibilities

• Configure and deploy ServiceNow Financial Services Operations (FSO) solutions, including customer servicing, complaints, disputes and account onboarding.

• Design, develop and optimize banking service journeys using Process Automation Designer, playbooks and best-practice workflows.

• Configure and maintain the FSO data model, including customer, product and account-related business objects.

• Build and enhance automated workflows using Flow Designer and App Engine.

• Ensure solutions comply with regulatory, governance, audit and operational requirements.

• Integrate ServiceNow with core banking systems, CRM platforms and other enterprise applications.

• Partner with business analysts, architects and client stakeholders to translate business needs into scalable ServiceNow solutions.

• Participate in solution testing, deployment and ongoing platform enhancements to support continuous improvement.

Skillset

• Proven experience configuring the ServiceNow platform, including Flow Designer, App Engine, and platform data models.

• Hands-on experience with ServiceNow Financial Services Operations (FSO) or related ServiceNow products such as Customer Service Management (CSM) or Field Service Management (FSM).

• ServiceNow Certified System Administrator (CSA) is required.

• ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) or actively working towards certification.

• Strong understanding of banking operations, including account opening, customer servicing, complaints handling and dispute resolution.

• Ability to translate business and regulatory requirements into effective ServiceNow solutions.

• Good understanding of governance, compliance and audit requirements within the financial services sector.

• Excellent communication and stakeholder management skills, with the ability to work collaboratively across technical and business teams.