Job Description

ServiceNow Analyst

Location: Remote (Montréal, Quebec) Contract Type: Long-term, ongoing contract Language Requirement: Bilingual (French & English)

Our top client is seeking a ServiceNow Analyst consultant to work remotely in Quebec on a long-term ServiceNow project. The consultant will play a key role in analyzing business needs, supporting ServiceNow platform configuration and optimization, and serving as a liaison between stakeholders, Product Owners, and technical teams in an Agile environment. The consultant must be French speaking and fluent in English.

Key Responsibilities

• Gather, analyze, and formalize business and user requirements related to ServiceNow through workshops, interviews, process analysis, and documentation.
• Translate business needs into clear functional requirements, including user stories, use cases, process flows, and acceptance criteria for ServiceNow solutions.
• Analyze existing business processes and recommend improvements leveraging ServiceNow best practices and native platform capabilities.
• Configure and maintain the ServiceNow platform, including forms, workflows, business rules, service catalogs, notifications, portals, reports, and dashboards in alignment with established standards.
• Act as a functional ServiceNow subject matter expert, supporting stakeholders in the evaluation, design, and implementation of platform enhancements.
• Collaborate with developers, administrators, and Product Owners to prioritize the backlog, estimate effort, clarify dependencies, and prepare sprints and releases.
• Participate in solution testing, validation, and user acceptance testing (UAT) to ensure business requirements are met.
• Document implemented solutions, including functional specifications, configurations, process diagrams, and knowledge transfer materials.
• Contribute to data and process quality (e.g., CMDB, ITSM, service management, and automations) by identifying opportunities for continuous improvement.
• Support the Customer Experience / OCM ServiceNow team in the preparation of training materials and user adoption activities.
• Provide second-level support for advanced ServiceNow functionalities in collaboration with IT support teams and external partners.

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