Senior ServiceNow Business Analyst to support the design and delivery of solutions on a ServiceNow platform, with a strong focus on Customer Service Manage

Our valued client is seeking a Senior ServiceNow Business Analyst to support the design and delivery of solutions on a ServiceNow platform, with a strong focus on Customer Service Management (CSM)

The ServiceNow Business Analyst will support the design and delivery of solutions on the ServiceNow platform, with a strong focus on Customer Service Management (CSM). This role is critical in helping the organization transform its customer experience journeys by working closely with stakeholders across onboarding, payments, claims, underwriting, customer management, and other service areas. The BA will be responsible for eliciting, validating, and documenting business and technical requirements that are clear to both business stakeholders and the ServiceNow implementation team. The ideal candidate will have strong platform knowledge, a collaborative mindset, and the ability to work independently to solve problems and guide stakeholders through change.

Responsibilities:

• Collaborate with stakeholders to gather and analyze business requirements across customer experience journeys (e.g., onboarding, payments, claims, underwriting, customer management).
• Lead and facilitate workshops to define service desk and ticket management processes.
• Translate business needs into user stories, functional specifications, and workflow designs.
• Design and document catalog items, approvals, permissions, and process flows.
• Identify data sources and contribute to high-level data modeling.
• Configure and support ServiceNow CSM modules, leveraging Flow Designer, Workflow Data Fabric, and Automation Center.
• Conduct user acceptance testing (UAT) and support successful deployment of solutions.
• Provide training and post-deployment support to end-users.
• Collaborate with architecture owners and change management teams to align solutions with enterprise standards.

Must Have Skills:

• 5+ years experience as a Business Analyst supporting ServiceNow platforms with a focus on Customer Service Management (CSM)
• Holds or eligible for a Government of Canada Reliability Clearance (5+ years in Canada)
• ServiceNow certifications relevant to the role (eg: CSA/CAD and/or CIS-CSM) and demonstrate hands-on experience eliciting, documenting, and translating business requirements into user stories/functional specifications for ServiceNow CSM configurations (Acceptable alternatives: ServiceNow CSA and at least one (1) additional ServiceNow certification relevant to the role, such as CAD, CIS CSM, CIS ITSM, or CIS DF (Data Foundations))

Nice to have:

• Prior experience with ServiceNow Customer Service Management (CSM) initiatives where you acted as the Business Analyst. Ability to describe scope and complexity, stakeholders engaged, key requirements deliverables produced (e.g., epics/user stories, process maps), and the outcome achieved