Posted last month
IT Business Analyst (ServiceNow)
@ The Redpath Group
Overview
The Redpath Group is hiring a full-time IT Business Analyst to support ServiceNow platform administration, support and continuous improvement. The work covers user and access administration, configuration, reporting, upgrades and stakeholder collaboration. Candidates need 3+ years of ServiceNow experience and a relevant diploma or degree.
Responsibilities:
- Administer ServiceNow users, groups, roles and access controls
- Configure forms, workflows, reports, dashboards and catalogs
- Support testing, deployment and platform upgrades
- Analyze ticket volumes, SLA performance and user adoption
- Collaborate with stakeholders to improve business processes
Requirements summary:
- 3+ years hands-on ServiceNow administration or support
- College diploma or university degree in IT or business
- ServiceNow CSA and ITIL 4 Foundation preferred
- Experience with ITSM modules and change management
- Strong communication and analytical skills
Tools & skills
Source and dates
Employer career site / ATS feed · oraclecloud
- Employer posting date
- 2026-10-07
- First seen by our source
- 2026-10-08
- Source record updated
- 2026-10-09
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | IT |
| Experience | 3+ years |
| Hours per week | 40 (estimated) |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Licences & certifications | ServiceNow Certified System Administrator, ITIL 4 Foundation |
| Education | College diploma (required), Bachelor’s degree (required) |
| Fields of study | Information Technology, Computer Science, Business Systems, Management Information Systems, Business Administration |
Summary and details written by AI from the posting; the employer’s posting is the authority.
The Redpath Group
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Providing full-service mining solutions and innovation since 1962. Des solutions minières complètes depuis 1962.
Full company description
Established in 1962, The Redpath Group is an experienced, full-service solutions provider to the global underground mining industry. We have the expertise, track record and qualifications to support any scope of work, even in the most remote parts of the world. Our projects are started well on time and are executed with the highest safety standards and exceptional workmanship. We serve our international client base from our offices and facilities across the globe. Services include: mine development, shaft sinking, mass excavation, production mining, raiseboring, mechanized raise mining, underground construction, mechanical excavation, engineering and technical services, and civil infrastructure development. Our company is guided by long-held corporate values - “Our Philosophy” and “Guidelines for Success” – demonstrating Redpath’s commitment to the incorporation of environmental, social and governance (ESG) criteria into our organization. ---------------------------- Fondé en 1962, le Groupe Redpath est un fournisseur expérimenté de solutions complètes pour l’industrie minière souterraine mondiale. Nous avons l’expertise, les antécédents et les qualifications nécessaires pour soutenir n’importe quelle portée de travail. Nos projets sont démarrés à temps et sont exécutés avec les normes de sécurité les plus élevées et avec une finition exceptionnelle. Nous servons notre clientèle internationale à partir de nos bureaux et de nos installations à travers le monde. Les services comprennent : le développement minier, le fonçage de puits, l’excavation de masse, l’exploitation minière à contrat, l’alésage de monteries, les projets de monteries mécanisés, la construction souterraine, l’excavation mécanique, les services techniques et d’ingénierie et le développement des infrastructures civiles. Notre entreprise est guidée par des valeurs d’entreprise fondamentales de longue date qui démontrent l’engagement de Redpath à intégrer les critères ESG dans notre organisation.
- LinkedIn followers
- 139,323
- People associated on LinkedIn
- 2,696
- Reported office locations
- North Bay, Ontario P1B 1G5, CA
- Business categories
- Construction
- Mining
- Civil Engineering
- Other recorded names
- The Redpath Group
- REDPATH MINING
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Established in 1962, The Redpath Group is an experienced, full-service solutions provider to the global underground mining industry. We have the expertise, track record and qualifications to support any scope of work, even in the most remote parts of the world. Our projects are started well on time and are executed with the highest safety standards and exceptional workmanship. We serve our international client base…
| Field | Value |
|---|---|
| Industry | Mining |
| Company size | 5,001-10,000 employees |
| Headquarters | North Bay, Ontario |
| Organization type | Privately Held |
| Year founded | 1962 |
| Open jobs on Jobsy | 44 |
| View page |
The IT Business Analyst role is to support the Business Applications team in the planning, design, development, and support of efficient business systems within core organizational functions and business processes. This includes gathering and analyzing data in support of business cases, proposed projects, and systems requirements. The IT Business Analyst – ServiceNow role is to provide timely and effective platform support, administration, maintenance, and continuous improvement of the ServiceNow platform. The role serves as the primary point of contact for ServiceNow users, providing functional and technical support while ensuring platform stability, data integrity, security compliance, and alignment with business objectives. This individual will apply proven communication, analytical, and problem-solving skills to help maximize the benefit of IT system investments and foster a culture of continuous learning, ensuring teams are equipped to maximize the value of the IT system investments.
Health and Safety:
- Having the authority and responsibility to maintain a safe and efficient working environment.
- Following Company health and safety standards and reporting any unsafe acts or conditions.
Strategy and Planning:
- Collaborate with business stakeholders, process owners, and leadership to identify opportunities to improve business processes through ServiceNow capabilities.
- Participate in the planning, design, testing, deployment, and continuous improvement of ServiceNow solutions and enhancements.
- Analyze support trends, recurring issues, and user feedback to recommend process improvements and platform optimizations.
- Assist in defining system requirements, configuration standards, governance controls, and support procedures.
- Contribute to ServiceNow roadmaps, upgrade planning, and adoption strategies for new modules and platform capabilities ensuring alignment with global business strategies, regional business goals and industry-specific requirements.
- Support organizational initiatives related to workflow automation, self-service enablement, AI-powered capabilities, and digital transformation.
- Participate in the evaluation and implementation of new ServiceNow features, releases, and platform enhancements.
- Ensure platform configurations align with enterprise architecture, security requirements, and IT governance standards.
- Advocate for the adoption and consistent usage of the ServiceNow across regions to enhance operational efficiency and reduce risks
Operations Management:
- Administer ServiceNow users, groups, roles, permissions, assignment groups, and access controls
- Configure and maintain forms, fields, notifications, workflows, business rules, reports, dashboards, catalogs, templates, and knowledge articles.
- Assist with testing, deployment, and migration of approved changes between development, test, and production environments.
- Support platform upgrades, patches, and release activities.
- Document support activities, issues, resolutions, platform changes, access updates, and knowledge gaps to improve repeatable support processes and strengthen the ServiceNow knowledge base for agents and end users.
- Work with vendors and third-party providers to manage system updates, integrations, and support services.
- Identify opportunities to streamline workflows and enhance user experience based on performance data and stakeholder feedback.
- Develop and maintain operational dashboards, KPIs, and reporting metrics.
- Analyze ticket volumes, SLA performance, backlog trends, and user adoption metrics.
- Follow established ITIL practices, change management procedures, and security standards when performing any changes to solutions.
- Ensure compliance with audit, access management, and segregation-of-duties requirements.
- Support periodic access reviews and platform governance activities.
- Other duties as required to support the IT Business Applications team.
Education
Required: College diploma or university degree in Information Technology, Computer Science, Business Systems, Management Information Systems, Business Administration, or a related discipline.
Certifications: ServiceNow Certified System Administrator (CSA), ITIL 4 Foundation Certification, ServiceNow Certified Application Developer (CAD), ServiceNow Implementation Specialist certifications (preferred), ServiceNow CSM certification or training (asset).
Work Experience
Required: 3+ years’ hands-on experience in ServiceNow administration, configuration, or support experience.
Knowledge Required
Experience supporting ITSM modules such as Incident, Request, Change, Problem, Knowledge, and Service Catalog.
Experience working within structured IT service delivery and change management environments.
Experience with testing, troubleshooting, issue resolution, and user support.
Experience supporting SaaS platforms and cloud-based applications is preferred.
Strong understanding of ServiceNow platform administration and configuration.
Knowledge of ITIL processes and IT Service Management best practices.
Understanding of ServiceNow modules including Incident Management, Request Management, Change Management, Problem Management, Service Catalog, Customer Service Management (CSM), Change Advisory Board (CAB) workbench.
Understanding of JavaScript, REST and SOAP APIs, Integrations and middleware concepts, Automated Test Framework (ATF), Service Portal / Employee Center, AI capabilities.
Demonstrated project management skills; Business Analysis and Project Management Fundamentals training or PMP designation considered an asset.
Personal Attributes
Fluent English language skills.
- Excellent understanding of the organization’s goals and objectives.
- Flexible and adaptable in learning new technologies and solutions.
- Excellent analytical, mathematical, and creative problem-solving skills.
- Excellent written and oral communication skills.
- Excellent listening and interpersonal skills.
- Logical and efficient.
- Keen attention to detail.
- Ability to conduct research into systems issues and products as required.
- Ability to communicate ideas in both technical and user-friendly language.
- Highly self-motivated and directed.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong customer service orientation.
- Experience working in a team-oriented, collaborative environment.
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