ServiceNow Business Analyst (HR or Legal)

ServiceNow Business Analyst (HR or Legal)
REMOTE, Ottawa, Ontario, Canada (EST zone)
Valid Enhance security clearance required or 5+ years of continuous PR in Canada or Canadian Citizen.

Our client is seeking a skilled and motivated ServiceNow Business Analyst to join our team. This role will focus on delivering ticket management systems for the HR Department and Legal Help Desk. These new systems are to support over 2,000 users.
Primary Responsibilities
•             Collaborate with stakeholders to gather and analyze business requirements for the Human Resources (HR) department and Legal department service desk and ticket management systems.
•             Collaborate with Change Management to understand current processes and adapt requirements to ServiceNow.
•             Design and document functional specifications, catalog items, approvals, permissions, and workflows.
•             Configure and customize ServiceNow HRSD and Legal HD modules to meet business needs.
•             Identify tests and conduct user acceptance testing (UAT) to ensure successful deployment of solutions.
•             Provide training and support to end-users.
•             Monitor and troubleshoot issues post-deployment to ensure smooth operation.

Specific Project Requirements

The ServiceNow Business Analyst will be responsible for eliciting and validating all HR and Legal requirements related to ticket management for supporting over 2,000 employees. The analyst will work in collaboration with the ServiceNow Platform Team (Admin, Analysts, Product Owner) to align with standards and design direction, as well as the HR and Legal Business Teams (domain-specific BA and PO). This role involves defining and documenting business and technical requirements, so they are understandable by both the business owners and the ServiceNow implementation team. Therefore, strong and demonstrated experience in ServiceNow is required.

Skills
Top Skills Required:
•             Bachelor’s degree in business administration, Information Technology, or a related field with at least 5 years of experience.
•             Proven experience as a Business Analyst in the field of Human Resources and/or Legal.
•             Strong understanding of ServiceNow ITSM and ticket management processes.

Other Skills Required:
•             Proven experience with ServiceNow HRSD and/or Legal SD modules.
•             Excellent analytical and problem-solving skills.
•             Effective communication and interpersonal skills.
•             Ability to work independently and as part of a team.
•             Experience with Azure DevOps and requirement management.
Assets:
•             Strong knowledge of Test Automation Tools, such as Python and Robot Framework, ServiceNow ATF.
Knowledge of Cherwell is an asset.