The ServiceNow Business Analyst gathers and documents requirements, designs workflows, coordinates ServiceNow operations and delivery activities, and facilitates stakeholder collaboration. Responsibilities include sprint coordination, process improvement, test planning, user acceptance testing, issue resolution, training, documentation, reporting specifications, project planning, risk monitoring, and status communication. The role supports ITSM, HRSD, CSM, and other ServiceNow modules.
Technology is just the start. At SAIT, our IT Services team collaborates across the institution to shape smarter, more connected ways of teaching, learning and working. We’re strategic thinkers, problem-solvers, and innovators who turn big ideas into digital solutions that move SAIT forward. Join us and help build what’s next.
The Opportunity
Job classification: P5967 - Senior Business Analyst
Salary range: $90,000 - $105,000
Placement within the range is typically based upon a review of skills, experience, and internal equity.
Hours per week: 37.5
Paid leave: 4 Weeks Vacation / 14 Flex Days per year
Position End Date: November 30, 2027
Deadline to apply: 4:00pm, September 8, 2026
The ServiceNow Business Analyst is pivotal to advancing and expanding the ServiceNow platform at SAIT. This role is instrumental in fostering collaboration with stakeholders, meticulously gathering and documenting requirements, designing effective workflows and processes, and coordinating the efforts and initiatives of the ServiceNow team to ensure timely delivery within the agreed-upon timeframes.
The ideal candidate will possess a robust background in ServiceNow and related products, business analysis, and process improvement. Furthermore, they will excel in communication, presentation, and facilitation, demonstrating the ability to effectively engage and guide stakeholders through the process of transforming business needs into functional ServiceNow solutions.
How you'll contribute
- Collaborate with stakeholders to gather and document business requirements.
- Conduct interviews, meetings, workshops and gather requirements.
- Analyze and document requirements, ensuring they align with business objectives.
- Liaison between business and ServiceNow team throughout Software Development Life Cycle (SDLC) to ensure business requirements are met.
- Conduct training sessions for end-users and administrators to ensure they can effectively use the ServiceNow platform.
- Coordinate and assist with leading ServiceNow operations sprints cycles, sprint planning, backlog grooming and scrums.
- Develop test cases and test plans based on business requirements.
- Conduct and coordinate user acceptance testing (UAT) to ensure solutions meet business needs.
- Identify, track, and resolve issues identified during testing.
- Document requirements, processes, designs, workflows and diagrams
- Create user guides, training materials, and documentation to support end-users.
- Assist in the documentation and design of specifications for reports and dashboard that support business processes and decision making.
- Develop and maintain task board for ServiceNow Operational team.
- Recommend and participate in the development of new procedures and policies related to ServiceNow operations.
- Identify opportunities for process automation and efficiency improvements.
- Review ServiceNow development team processes and assist with fit/gap analysis, make recommendations on updates that will benefit and improve ServiceNow Operations team delivery of solutions to business.
- Assist in project planning, including defining scope, timelines, and resource requirements.
- Monitor project progress, manage risks, and ensure timely delivery of solutions.
- Communicate project status, updates, and issues to stakeholders in a clear and timely manner.
What you bring
- Post-secondary degree or diploma in Information Systems, Information Technology, Business Administration, or a related field.
- 2 years of experience working with ServiceNow platform.
- 3 years of experience in a Business Analyst role.
- Demonstrated experience with ServiceNow IT Service Management (ITSM), Human Resources Service Delivery (HRSD), and Customer Service Management (CSM) modules.
- Proven experience performing Business Analyst responsibilities throughout the project management lifecycle.
- Hands on experience with business process improvement initiatives.
- 5+ years of direct experience working with ServiceNow platform.
- 5+ years of experience in a Business Analyst role.
- Project management experience utilizing agile methodologies.
- Experience working with a range of ServiceNow modules including, IT Operations Management (ITOM), Configuration Management Database (CMDB), Workplace Service Delivery (WSD), Source-to-Pay (S2P), and Custom apps.
- Certified Business Analyst Professional (CBAP) or working towards a BA designation is an asset.
- ITIL V4 certification is an asset.
- ServiceNow Certified System Administrator (CSA) is an asset.
- ServiceNow Certified Implementation Specialist (CIS) is an asset.
- Excellent organizational and time management.
- Strong analytical and problem-solving skills.
- Strong communication, both written and verbal.
- Excellent interpersonal skills.
- Proficiency in requirement gathering, process design, and documentation.
- Knowledge of ServiceNow platform capabilities and functionalities.
- Ability to work collaboratively with cross-functional teams.
- Project management skills and familiarity with Agile or other project management methodologies.
- Proficient with Microsoft Office Suite, including Power Point and Visio.
Minimum Qualifications:
Preferred Qualifications:
Skills:
We sincerely thank all applicants for their interest in this opportunity. We understand how important communication is, and we are committed to following up with every candidate. Please know that each application is thoughtfully reviewed, and you will hear from us either way.
Together, we build bold futures
At SAIT, we equip you with the resources you need to shape bold futures for yourself and our communities. We offer a comprehensive package including:
- Generous time off to pursue other passions and support your wellbeing
- SAIT paid premiums for medical, dental, and vision benefits so you, and your family, are well supported
- Benefits supporting mental health and access to Greenshield + for virtual therapy at a reduced rate
- Access to a Health Spending or Taxable Spending Account
- Professional development opportunities through our Free Seat Program, tuition support, access to LinkedIn Learning and discounted Continuing Education & Professional Studies courses
- Defined Benefit pension through LAPP to help you retire with confidence
- Excellent dining options on campus
- Free access to our fitness facilities and group fitness classes
And the perks keep on coming!
About SAIT
At SAIT, we’re building bold futures. We’re a community of tenacious problem-solvers, inventive thinkers, and passionate collaborators who believe in doing work that matters.
Named one of Alberta’s Top Employers, we’re driven by a desire to create an impact in our community. If you’re looking for a place where purpose meets possibility, you’ve found it here.
We’re committed to community and belonging
Community and belonging is essential to achieving SAIT's vision to be a global leader in applied education. We encourage applications from women, Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Learn more about Community and Belonging at SAIT.
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