Business Systems Analyst - ServiceNow SAM/ITAM

BMO is currently sourcing for a ServiceNow SAM ITAM Business Systems Analyst. This is a hybrid contract role in Toronto (1-3 days in office per week).

Role Overview:

This role supports the bank’s software asset management and IT asset management initiatives by enhancing and governing ServiceNow Asset Management and Configuration Management capabilities. The analyst will collaborate with stakeholders and technical teams to analyze requirements, improve processes, and optimize platform functionality, ensuring effective software asset governance and data quality. The position contributes to strategic SAM initiatives and supports sustainable, audit-ready asset management practices.

Key Responsibilities:

Partner with business stakeholders, IT teams, and CMDB administrators to gather, analyze, and document requirements related to ServiceNow Asset Management and CMDB capabilities. Support the enhancement, optimization, and governance of Software Asset Management (SAM Pro), Hardware Asset Management (HAM Pro), CMDB, Service Mapping, and Discovery processes. Analyze current processes and recommend improvements to asset lifecycle management, configuration management, and operational workflows. Assist in designing and implementing ServiceNow enhancements including requirements definition, user stories, process flows, acceptance criteria, and testing. Collaborate with CMDB administrators to improve configuration item accuracy, completeness, relationships, data quality, and governance. Support alignment of CMDB processes with ITIL best practices. Develop and maintain reporting requirements, dashboards, and operational metrics within ServiceNow. Analyze data quality issues and work with technical teams to identify root causes and remediation strategies. Create documentation such as process maps, requirements documents, user guides, and operational procedures.

Must-Have Skills:

7-10 years of relevant experience. Proven experience as a Business Systems Analyst working with the ServiceNow platform. Strong understanding of IT Asset Management (ITAM) concepts and processes. Hands-on experience or strong functional knowledge of ServiceNow SAM Pro, HAM Pro, CMDB, Discovery, Service Mapping, and ServiceNow reporting and dashboards. Experience working with CMDB teams or administrators to improve data quality and governance. Strong requirements gathering, documentation, and stakeholder management skills. Ability to translate business requirements into technical solutions. Experience with Agile delivery methodologies including user stories, backlog refinement, and acceptance testing.

Nice to Have Skills:

ServiceNow Certified System Administrator or related certifications. Experience supporting enterprise-scale ServiceNow implementations. Knowledge of CMDB health metrics, reconciliation rules, identification and reconciliation engine (IRE), and CI lifecycle management. Experience with integrations impacting asset and configuration data. Familiarity with IT operations processes and enterprise technology environments.

Ideal Candidate:

Experience leading strategic SAM initiatives within financial services or similar regulated industries. Demonstrated ability to develop sustainable, audit-ready asset management processes and controls. Proven track record of collaborating effectively with cross-functional teams including security, service desk, and platform administrators. Strong analytical skills with a focus on continuous process improvement and data governance.