ITSM Business Analyst

We are Systematix and we are currently looking for an ITSM Business Analyst for our life sciences client.

ABOUT THE PROJECT
Our client is a global life sciences organization undertaking a large-scale ServiceNow transformation across multiple regions and operating companies. As part of a global initiative to modernize and standardize IT Service Management (ITSM), the organization is implementing ServiceNow as its enterprise platform for core ITSM capabilities while expanding its IT Operations Management (ITOM) footprint.

The ITSM Business Analyst will play a key role in bridging business and technology teams, ensuring business needs are translated into scalable, well-governed ServiceNow solutions that align with ITIL best practices and enterprise standards. Working closely with stakeholders, architects, developers, and project leadership, you will contribute to the successful delivery of enterprise-wide ServiceNow capabilities that improve operational efficiency, service quality, and user experience.

ABOUT THE RESPONSIBILITIES
As the ITSM Business Analyst, you will serve as the primary liaison between business stakeholders and technical teams, ensuring business requirements are accurately captured, analyzed, documented, and translated into effective ServiceNow solutions.

Responsibilities include:
Lead requirements gathering workshops with business stakeholders, process owners, and technical teams to understand current and future state business processes
Elicit, analyze, validate, and document business, functional, and non-functional requirements for ServiceNow ITSM solutions
Conduct feasibility studies, cost-benefit analyses, and risk assessments to support solution recommendations
Develop and maintain data models, workflow diagrams, and business rules documentation to support ServiceNow ITSM process design, integration, and solution development.
Analyze and document current ("as-is") and future ("to-be") ITSM processes across core ServiceNow modules, including Incident, Problem, Change, Request, Knowledge, and Service Catalog
Develop user stories, acceptance criteria, process flows, workflow diagrams, business rules, and supporting documentation
Collaborate closely with ServiceNow architects and developers to translate business requirements into scalable technical solutions
Ensure solution designs align with ITIL best practices, ServiceNow platform standards, and enterprise governance requirements
Support solution validation by reviewing configuration designs and confirming alignment with approved business requirements
Assist with test planning, test case development, User Acceptance Testing (UAT), and validation of delivered functionality
Maintain documentation including service catalog items, knowledge articles, process documentation, and supporting project artifacts
Identify opportunities to improve ITSM processes and recommend continuous improvement initiatives
Monitor project progress and effectively communicate risks, dependencies, issues, and recommendations to project leadership and stakeholders
Ensure compliance with governance, audit, security, and data quality standards throughout the project lifecycle
Collaborate effectively with cross-functional project teams to ensure successful project delivery

ABOUT THE ROLE
Location: Remote (Eastern Time) with the possibiity of occasional travel.
Duration: 6-month contract with a high likelihood of extension
Work hours: Full-time, aligned to Eastern Time (ET) and/or UK/Europe business hours

ABOUT THE QUALIFICATIONS
7+ years of Business Analysis experience supporting enterprise technology initiatives
5+ years of hands-on experience delivering ServiceNow ITSM projects
Deep understanding of ITSM processes and ITIL best practices, including Incident, Problem, Change, Request, Knowledge, and Service Catalog Management
Demonstrated experience gathering, documenting, and managing complex business and technical requirements
Experience facilitating stakeholder workshops and leading requirements elicitation sessions
Strong understanding of ServiceNow capabilities and platform functionality
Experience producing user stories, process maps, workflow diagrams, business rules, and functional specifications
Experience supporting solution validation, testing activities, and User Acceptance Testing (UAT)
Ability to communicate effectively with both business stakeholders and technical delivery teams
Experience working on large-scale enterprise transformation or digital modernization initiatives
Strong analytical, problem-solving, organizational, and documentation skills
Excellent verbal and written communication skills
ITIL Foundation certification is considered an asset
ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS-ITSM) certification is considered an asset

COMPENSATION
The expected compensation range for this position is CAD $75–$95 per hour, based on relevant experience and qualifications.

AI DISCLOSURE
We may use artificial intelligence (AI) or other automated tools to support parts of our recruitment process. No automated tools make hiring decisions.

APPLY NOW
If you are interested in finding out more, please contact us or submit your resume. If you know someone who meets these qualifications, please feel free to forward this opportunity.

ABOUT SYSTEMATIX
Systematix is a Global Consulting and Resourcing firm headquartered in Canada with offices across North America and the United Kingdom. We provide the highest-caliber consulting solutions to a diverse client base across all levels of government and private industry.
Systematix is committed to creating a diverse, inclusive environment and is proud to be an equal opportunity employer. At Systematix, we value diverse cultures, perspectives, and experiences. Systematix Technology Consultants Inc. has adopted the Employment Equity Policy to promote the full participation and advancement of designated groups (women, Indigenous peoples, visible minorities, and persons with disabilities) under the Canadian Human Rights Act and Employment Equity Act.

Systematix. Solutions Focused. People Driven.