Business Analyst – Enterprise Technology (ITSM)

Job Function

IT

Location

Calgary

Position Summary

We are seeking an experienced Business Analyst with a strong background in IT Service Management (ITSM) to support the integration of IT operations across two client organizations. The role will focus on analyzing, documenting, and aligning ITSM processes to ServiceNow standards, supporting seamless onboarding, and ensuring successful migration from legacy systems.

Key Responsibilities

• Requirements Gathering & Analysis
  • Collaborate with stakeholders to understand business needs for ITSM processes.
  • Document current and future-state workflows across Incident, Problem, Change, Request, CMDB, HAM/SAM, and Knowledge Management.
  • Support discovery and mapping of infrastructure into ServiceNow CMDB using Discovery and Application Library tools.
• Process Normalization & Optimization
  • Analyze and align ITS...