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ServiceNow Business Analyst

Location:  Toronto
Other locations:  Primary Location Only
Salary: Competitive
Date:  Nov 15, 2022

Job description

Requisition ID:  553964

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.


The opportunity


As the ServiceNow Business Analyst, you will serve as the ultimate facilitator between our clients and the EY ServiceNow team by developing a deep understanding our client’s needs and communicating these within the context of the ServiceNow platform. You will play a key role in the success of our projects through the entire project lifecycle. Using proven methods and tools, you will participate in project planning, analysis of client’s needs, capture, validation and management of requirements, business processes, high-level solution design, and test case design. You will work within the broader project team in close collaboration with EY engagement manager, client stakeholders, and technical consultants. You will work on projects that use Waterfall, Agile Scrum, and hybrid delivery methods. 


Your key responsibilities

  • Form a partnership with the client business teams to deeply understand their business. Collect, review, analyse, and manage business, user and system requirements from client stakeholders to create clear, concise, and correct user stories.
  • Bridge the gap between business and technology ensuring common understanding and alignment of business / technology including functional (for business needs) and non-functional requirements (quality attributes, scalability, interfaces, constraints, etc.)
  • Convey business requirements and design concepts with models such as gap analysis, use cases, prototypes, etc. as appropriate
  • Create, refine, and maintain functional requirements/user stories/use cases and associated deliverables – process flows, test cases, etc. to meet development and stakeholder needs
  • Provide project management support using accepted project management processes, tools, and techniques
  • Manage and / or execute the UAT process by performing smoke testing, test case validation, and obtaining business approvals on UAT for scheduled deployments.
  • Contribute in a collaborative way to the team with information-sharing and cooperation

Skills and attributes for success

  • To be successful in this role, you should have:
  • Post-secondary degree or diploma in Commerce / Business Administration, Applied/Computer Science, Engineering, or other related equivalent
  • Strong knowledge of project and software development methodologies / techniques
  • Solid presentation, facilitation, interview, and workshop skills
  • Strong interpersonal, negotiation, and conflict-management skills
  • The ability to work on multiple projects at the same time and under tight deadlines
  • The ability to navigate ambiguity, overcome confusion, and simplify complex situation
  • Proficiency in capturing and documenting business requirements, functional specifications, test scenarios/scripts, data models and business procedures
  • Strong process flow and diagramming skills (Visio application)
  • Experience creating and delivery of training materials
  • Experience with testing including the use of Quality Centre 
  • Strong interpersonal skills; strong relationship management and negotiation skills
  • Strong critical thinking and problem-solving skills
  • Strong communication skills - verbal, written, listening and presentation

Ideally, you will also have:

  • Business Analyst certification, IIBA, PMI – (PBA), or equivalent 
  • Fluent in ServiceNow or Service Management technology
  • We look for the following attributes in our successful candidates:
  • Agile and innovative individuals who can manage in an environment of change and ambiguity to help us take bold and strategic moves in this rapidly evolving environment
  • Creative thinkers who take initiative and are capable of building, launching and managing projects/programs that drive results for our customers
  • Problem solvers with the ability to analyze and prioritize to meet the client’s business objectives
  • Collaborative team players with superior influencing skills, who build relationships easily across various stakeholder groups to move initiatives forward


What we offer

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

  • Support and coaching from some of the most engaging colleagues in the industry
  • Learning opportunities to develop new skills and progress your career
  • The freedom and flexibility to handle your role in a way that’s right for you


Diversity and Inclusion at EY


Diversity and inclusiveness are at the heart of who we are and how we work. We’re committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. From our actions to combat systemic racism and our advocacy for the LGBT+ community to our innovative Neurodiversity Centre of Excellence and Accessibility initiatives, we welcome and embrace the diverse experiences, abilities, backgrounds and perspectives that make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world.

EY Way of Work and your health and safety

EY Way of Work recognizes flexibility in the way we collaborate, innovate and deliver with the ability to work in-person and remotely. To support a healthy and safe in-person working environment, EY has implemented various layers of health and safety controls while working in the office or at client or other locations. A critical component of EY’s workplace safety program includes our COVID-19 vaccination policy which requires all personnel to be fully vaccinated against COVD-19 unless an accommodation based on a reason protected by human rights legislation is provided. 


EY | Building a better working world 


EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.


Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  


Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today. 

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