Address:

Additional Requirements

• Experience working with ServiceNow as a Business Systems Analyst is strongly preferred.
• Experience supporting ServiceNow ITSM, ITOM, CMDB, Asset Management, Discovery, or Service Mapping initiatives is considered an asset.
• Experience with Power BI, Visio, Lucidchart, or similar process-mapping and reporting tools is preferred.
• Hybrid work model requiring attendance in the Toronto office three days per week

Investigates and identifies strategies to optimize business operations and services and inform business decisions. Defines business requirements to support technology solutions and operational processes within the ServiceNow platform through stakeholder engagement, business analysis, process documentation, and collaboration with technical teams.

• Elicits, documents, and analyzes business requirements to ensure solutions and initiatives achieve expected business outcomes.
• Serves as the primary Business Systems Analyst supporting the ServiceNow platform and associated enhancement backlog.
• Facilitates requirements gathering sessions, stakeholder workshops, backlog reviews, and project meetings.
• Partners closely with ServiceNow developers to ensure solutions align with business requirements and organizational objectives.
• Translates business requirements into business requirement documents (BRDs), functional requirements, user stories, acceptance criteria, and process documentation.
• Manages and maintains the ServiceNow development backlog, ensuring requests are prioritized, tracked, and progressed through the delivery lifecycle.
• Coordinates with stakeholders to validate requirements, obtain approvals, and manage solution sign-offs.
• Builds test cases and supports User Acceptance Testing (UAT) activities to validate business requirements and deployment readiness.
• Supports quality assurance activities and provides deployment sign-off documentation for production implementations.
• Creates and coordinates change requests required for production deployments and release activities.
• Develops process flows, RACI matrices, workflow diagrams, and other project artifacts using tools such as Visio or Lucidchart.
• Analyzes data and produces insights, reports, and recommendations to support decision making and process improvements.
• Collaborates with teams responsible for Configuration Management Database (CMDB), Hardware Asset Management (HAM), Software Asset Management (SAM), Discovery, and Service Mapping initiatives.
• Assists with reporting and dashboard development utilizing Excel, Power BI, and ServiceNow reporting capabilities.
• Works independently and regularly handles non-routine situations while managing multiple priorities.
• Broader work or accountabilities may be assigned as needed.

Qualifications

Typically 5–7 years of relevant experience and post-secondary education in Business, Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience

• Foundational Level of Proficiency
• Agile and Kanban delivery methodologies.
• Data analysis and reporting.
• Learning agility.
• Microsoft Excel.
• Process documentation and workflow mapping.
• Intermediate Level of Proficiency
• Stakeholder analysis and relationship management.
• Process improvement and optimization.
• Business process analysis.
• Systems thinking.
• Verbal and written communication skills.
• Collaboration and facilitation skills.
• Analytical and problem-solving skills.
• Data-driven decision making.
• Change management and release coordination.
• Advanced Level of Proficiency
• Business requirements definition and analysis.
• ServiceNow platform knowledge and experience.
• Application functional design.
• Functional analysis.
• User story development and backlog management.
• Quality assurance, UAT coordination, and test planning.
• CMDB, IT Asset Management (ITAM), Hardware Asset Management (HAM), and Software Asset Management (SAM) concepts.
• Reporting and dashboard development.

Pay Type:

The above represents AIR MILES’ pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents AIR MILES’ expected target for the first year in this position.

AIR MILES’ total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. AIR MILES also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards