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IT Connex

Business Specialist

Toronto, ON, Canada
Greater Toronto Area, Canada, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Apply by: Nov 5, 2026
Experience: Required: 3+ years’ hands-on experience in ServiceNow administration, configuration, or support experience
Posting language: English
Posted: Oct 6, 2026

Original job description

IT Business Analyst/Administrator

ServiceNow

Job Description

The IT Business Analyst role is to support the Business Applications team in the planning, design, development, and support of efficient business systems within core organizational functions and business processes. This includes gathering and analyzing data in support of business cases, proposed projects, and systems requirements. The IT Business Analyst – ServiceNow role is to

provide timely and effective platform support, administration, maintenance, and continuous improvement of the ServiceNow platform. The role serves as the primary point of contact for ServiceNow users, providing functional and technical support while ensuring platform stability, data integrity, security compliance, and alignment with business objectives. This individual will apply proven communication, analytical, and problem-solving skills to help maximize the benefit of IT system investments and foster a culture of continuous learning, ensuring teams are equipped to maximize the value of the IT system investments.

Responsibilities

Work Experience

Required: 3+ years’ hands-on experience in ServiceNow administration, configuration, or support experience

Knowledge Required

Experience supporting ITSM modules such as Incident, Request, Change, Problem, Knowledge, and Service Catalog

Experience working within structured IT service delivery and change management environments

Experience with testing, troubleshooting, issue resolution, and user support

Experience supporting SaaS platforms and cloud-based applications is preferred.

Strong understanding of ServiceNow platform administration and configuration

Knowledge of ITIL processes and IT Service Management best practices

Understanding of ServiceNow modules including Incident Management, Request Management, Change Management, Problem Management, Service Catalog, Customer Service Management (CSM), Change Advisory Board (CAB) workbench

Understanding of JavaScript, REST and SOAP APIs, Integrations and middleware concepts, Automated Test Framework (ATF), Service Portal / Employee Center, AI capabilities

Demonstrated project management skills; Business Analysis and Project Management Fundamentals training or PMP designation considered an asset

Strategy and Planning:

Collaborate with business stakeholders, process owners, and leadership to identify opportunities to improve business processes through ServiceNow capabilities

Participate in the planning, design, testing, deployment, and continuous improvement of ServiceNow solutions and enhancements

Analyze support trends, recurring issues, and user feedback to recommend process improvements and platform optimizations

Assist in defining system requirements, configuration standards, governance controls, and support procedures

Contribute to ServiceNow roadmaps, upgrade planning, and adoption strategies for new modules and platform capabilities ensuring alignment with global business strategies, regional business goals and industry-specific requirements.

Support organizational initiatives related to workflow automation, self-service enablement, AI-powered capabilities, and digital transformation

Participate in the evaluation and implementation of new ServiceNow features, releases, and platform enhancements

Ensure platform configurations align with enterprise architecture, security requirements, and IT governance standards.

Advocate for the adoption and consistent usage of the ServiceNow across regions to enhance operational efficiency and reduce risks

Operations Management:

Administer ServiceNow users, groups, roles, permissions, assignment groups, and access controls

Configure and maintain forms, fields, notifications, workflows, business rules, reports, dashboards, catalogs, templates, and knowledge articles

Assist with testing, deployment, and migration of approved changes between development, test, and production environments

Support platform upgrades, patches, and release activities

Document support activities, issues, resolutions, platform changes, access updates, and knowledge gaps to improve repeatable support processes and strengthen the ServiceNow knowledge base for agents and end users

Work with vendors and third-party providers to manage system updates, integrations, and support services

Identify opportunities to streamline workflows and enhance user experience based on performance data and stakeholder feedback

Develop and maintain operational dashboards, KPIs, and reporting metrics

Analyze ticket volumes, SLA performance, backlog trends, and user adoption metrics

Follow established ITIL practices, change management procedures, and security standards when performing any changes to solutions

Ensure compliance with audit, access management, and segregation-of-duties requirements

Support periodic access reviews and platform governance activities

Other duties as required to support the IT Business Applications team

Qualifications

Education

Required: College diploma or university degree in Information Technology, Computer Science, Business Systems,

Management Information Systems, Business Administration, or a related discipline

Certifications: ServiceNow Certified System Administrator (CSA), ITIL 4 Foundation Certification, ServiceNow Certified Application Developer (CAD), ServiceNow Implementation Specialist certifications (preferred), ServiceNow CSM certification or training (asset)

Apply About employer

More about this job

Responsibilities

Administer, configure, maintain, and support the ServiceNow platform, including user access, workflows, catalogs, reporting, upgrades, and issue resolution. Collaborate with stakeholders to improve processes, plan and deliver platform enhancements, maintain governance and security compliance, and support adoption and continuous improvement.

Requirements

Requires at least three years of hands-on ServiceNow administration, configuration, or support experience, along with knowledge of ITSM modules, ITIL practices, testing, troubleshooting, and user support. A college diploma or university degree in a related discipline is required; ServiceNow and ITIL certifications are preferred or considered assets.

Skills

ServiceNow Administration
ServiceNow Configuration
IT Service Management
ITIL
Business Analysis
Project Management
Incident Management
Change Management
Problem Management
Service Catalog
JavaScript
REST and SOAP APIs
Integrations
Automated Test Framework
Access Control
Reporting and Dashboards

Visa sponsorship

Not detected in the job text

Keywords

ServiceNow
ServiceNow Certified System Administrator
ServiceNow Implementation Specialist
ServiceNow CSM
ITIL 4 Foundation
IT Service Management
Incident Management
Request Management
Change Management
Problem Management
Knowledge Management
Service Catalog
Customer Service Management
CAB Workbench
JavaScript
REST APIs
SOAP APIs
Integrations
Middleware
Automated Test Framework
Service Portal
Employee Center
Workflow Automation
Cloud Applications
SaaS
Access Control
Business Analysis
Project Management
Digital Transformation

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