Senior Business Analyst – ServiceNow Platform & CoE

Our client is seeking a contract-based Senior Business Analyst to support a ServiceNow platform assessment and Center of Excellence (CoE) roadmap, documenting the current and future state and turning findings into a practical operating model, governance framework and implementation roadmap.

Working alongside a ServiceNow platform architect, the central platform team, application product teams and business stakeholders, the consultant will run discovery workshops, analyze gaps and risks, and produce clear, actionable deliverables for leadership.

Duration: Till end of March 31, 2027 (option to extend)

Location: Hybrid – Ottawa

Security Clearance: Enhanced Reliability or Secret (or eligible: 5+ years residency in Canada)

Responsibilities

• Plan and facilitate workshops with the platform team, application teams and business stakeholders to capture current-state and future-state needs
• Document the current state of the platform team: mandate, structure, roles, skills, capacity, governance and operating practices
• Perform gap and maturity analysis and identify operational and technical risks
• Develop a detailed RACI and engagement workflows covering application onboarding, architecture reviews, integrations, releases, upgrades, support and escalation
• Document the platform governance framework: control matrix, decision and escalation procedures, governance forums and reusable templates
• Build a role and competency matrix with staffing, training and resource recommendations
• Help build the prioritized initiative register and 12–24 month CoE roadmap
• Prepare executive-level presentations and the decision package for leadership

Required Qualifications

• 8+ years of Business Analyst experience delivering enterprise technology initiatives
• Hands-on experience with ServiceNow platform initiatives (e.g. ITSM, CMDB/CSDM, platform governance)
• Experience conducting current-state assessments, gap analyses and maturity assessments
• Experience defining target operating models, RACI matrices, process maps and governance documentation
• Excellent workshop facilitation and stakeholder management skills
• Strong written communication, including executive-level presentations and recommendations

Preferred Qualifications

Experience with one or more of the following is an asset:

• ServiceNow Center of Excellence or platform operating model initiatives
• ServiceNow access governance or privileged access management
• ITIL
• ServiceNow Certified System Administrator (CSA) or CBAP certification

Nice-to-Have Experience

• Public sector or broader public sector experience
• Bilingual in English and French