Business Analyst, ServiceNow - Global Finance
Posted Updated
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The Opportunity
This is your opportunity to help shape the continued development and transformation of WSP’s Global Finance ServiceNow platform, with a particular focus on Customer Service Management (CSM) Workspace. You will work at the intersection of Finance, technology, and business transformation, partnering with stakeholders across regions to deliver scalable, efficient, and user-focused solutions.
Reporting to the Global Finance ServiceNow and Transformation Lead, you will serve as a key connection between Finance stakeholders and the ServiceNow delivery team, helping drive platform enhancements, support operational excellence, and enable a consistent global user experience.
Your Impact
- Translate business needs into clear user stories, process flows, functional requirements, business rules, data requirements, and acceptance criteria.
- Validate requirements with Finance stakeholders and technical teams to ensure they are complete, practical, and ready for development.
- Identify opportunities to simplify, standardize, or automate processes rather than replicate manual or regional practices in the platform.
- Support the intake, analysis, and refinement of Finance ServiceNow enhancement requests.
- Maintain well-defined user stories and acceptance criteria, ensuring requests are sufficiently developed before entering delivery.
- Develop test scenarios and coordinate Finance user acceptance testing (UAT) for enhancements, integrations, and regional deployments.
- Document and triage defects, work with developers on clarification, and coordinate retesting through resolution.
- Support business sign-off and confirm that requirements, access, training, and operational-readiness activities are completed before release.
- Communicate technical considerations in practical business language and ensure business decisions are clearly understood by the delivery team.
- Support regional onboarding by gathering local requirements, identifying valid regional differences, and aligning solutions with Global standards.
- Assist with access validation, readiness tracking, cutover activities, hypercare, and post-release stabilization.
- Investigate recurring operational issues and help determine whether they require a process change, training, data correction, or system enhancement.
- Meet with Finance stakeholders to understand reporting and Power BI dashboard requirements.
- Document metric definitions, filters, data needs, and expected use cases.
- Connect stakeholders with the appropriate reporting and technical teams and support requirements clarification through dashboard delivery.
- Contribute to training materials, process guidance, demonstrations, and release communications.
- Support users during UAT, go-live, and hypercare while capturing recurring questions or adoption issues.
- Maintain requirements, process maps, decision logs, test evidence, and other project documentation.
The Skills That Set You Apart
- Experience as a Business Analyst supporting ServiceNow, preferably within Customer Service Management Workspace.
- Good understanding of CSM case management, forms, routing, assignment groups, queues, notifications, portals, and reporting.
- Experience facilitating workshops and translating business needs into user stories, process flows, and acceptance criteria.
- Experience coordinating UAT, managing defects, and supporting releases or regional deployments.
- Strong written communication, stakeholder-management, and problem-solving skills.
- Ability to work across global, cross-functional, and multicultural teams.
- Experience working in Agile delivery environments.
- Finance, shared-services, or enterprise-transformation experience would be an asset.
- ServiceNow Certified System Administrator or CSM-related certification is considered an asset.
- Familiarity with integrations, APIs, email ingestion, data mapping, or automation.
- Familiarity with Power BI requirements gathering and operational reporting.
Why Choose WSP?
We exist to shape communities to advance humanity. The brightest engineers, advisors and scientists from across the globe call WSP home.
- Proudly Canadian – we are a Top 100 Employer in Canada for 2026.
- A global community of brilliant minds – your next idea, mentor, or opportunity is always within reach.
- Limitless opportunities start here. Whether it’s across the country or around the globe, we help you tailor your role to match your ambition — because your growth drives ours.
- Flexible work, real balance – we recognize the importance of balance in our lives and encourage you to prioritize the balance in yours.
#WeAreWSP
Compensation
AB, BC, NT, NU, SK & YT: $77,400 – $102,500
MB & ON: $70,600 – $97,200
NB, NL, NS, PE & QC: $69,900 – $92,900
Disclosure:
The final salary awarded for this role may vary from the above range based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs. The wage range provided in this job posting may be subject to change for business purposes.
Make Your Mark
Ready to help drive the future of Finance transformation? Join a team where your analytical expertise, ServiceNow knowledge, and collaborative approach will influence global processes, improve user experiences, and help deliver meaningful business outcomes at scale.
Apply today and help shape the next generation of Finance operations through innovation, partnership, and continuous improvement.
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