Senior Business Analyst – ITSM / ServiceNow Modernization
Posted 14
views
Summary
Leads ITSM modernization for a government agency by analyzing current processes, defining future-state requirements, and evaluating vendor solutions for a ServiceNow replacement. Focuses on ITIL-aligned workflows, stakeholder collaboration, and data migration.
Senior Business Analyst – ITSM / ServiceNow Modernization
Client: Government of Newfoundland & Labrador – Office of the Chief Information Officer (OCIO)
Department/Branch: Infrastructure & Cybersecurity Branch
Position: Senior Business Analyst – ITSM / ServiceNow Modernization
Contract: September 14, 2026 – October 30, 2026, with potential extension
Allocation: 100%
Work Week: 35 hours/week
Location: St. John’s, Newfoundland & Labrador – Hybrid (combination of office and remote work as stipulated during the assignment)
Position Overview
The Government of Newfoundland & Labrador's Office of the Chief Information Officer (OCIO) is seeking an experienced Senior Business Analyst to support various projects within the Infrastructure & Cybersecurity Branch.
The Senior Business Analyst will lead business analysis and requirements elicitation activities associated with the replacement of the organization's existing IT Service Management (ITSM) solution. The successful candidate will work closely with business and technical stakeholders to document current-state processes, define future-state requirements, identify gaps and improvement opportunities, and support the evaluation and selection of a replacement ITSM platform.
Key Responsibilities
Business Analysis & Requirements Development
- Lead the discovery, documentation, validation, and prioritization of business and technical requirements for the replacement ITSM solution.
- Conduct requirements elicitation through:
- Stakeholder interviews
- Workshops
- Process-mapping sessions
- Stakeholder consultations
- Collaborate with:
- Service Desk teams
- Incident Management teams
- Change Management teams
- Request Fulfillment teams
- Asset Management teams
- Configuration Management / CMDB stakeholders
- Executive sponsors
- Document existing current-state (as-is) processes and develop future-state (to-be) workflows.
- Identify process inefficiencies, automation opportunities, and service improvement initiatives.
- Develop and maintain:
- Business Requirements Documents (BRDs)
- Functional Requirements
- Non-Functional Requirements
- User Stories
- Acceptance Criteria
- Process Maps and Workflows
- Use Cases
- Ensure requirements align with ITIL best practices and OCIO operational standards.
- Support evaluation and validation of vendor-proposed solutions and configurations.
ITSM Process Analysis & Solution Design
- Conduct fit-gap analysis between existing ITSM capabilities and proposed replacement solutions.
- Analyze and validate requirements covering:
- Incident Management
- Service Request Management
- Change Enablement
- Problem Management
- Knowledge Management
- Service Catalog Management
- Asset Management
- Configuration Management Database (CMDB)
- Service Level Management
- Major Incident Management
- Release Management
- Self-Service Portal functionality
- Work closely with architects, developers, vendors, and technical stakeholders to ensure business requirements are accurately reflected in solution design.
- Validate workflows, approval processes, automation rules, notifications, and service catalog structures.
System Integration
- Identify and document integration requirements between the new ITSM platform and enterprise systems, including:
- Active Directory / Entra ID
- Identity and Access Management (IAM) solutions
- Monitoring and Event Management tools
- Endpoint Management solutions
- HR systems
- Email and collaboration platforms
- Reporting and analytics platforms
- Define interface requirements, data flows, business rules, and integration testing scenarios.
- Support user role design, access controls, and security requirements.
Data Migration & CMDB Readiness
- Lead business analysis activities associated with migration of historical ITSM data.
- Define migration requirements for:
- Tickets and service requests
- Change records
- Problem records
- Knowledge articles
- Assets and configuration items
- Service catalog data
- User and support group information
- Identify data quality issues and data cleansing requirements.
- Develop data mapping rules between legacy and future-state systems.
- Define data validation and reconciliation requirements following migration.
- Support CMDB design reviews and validation activities.
Requirements
Required Qualifications
Education
- Post-secondary education from a recognized institution, with a minimum 2-year program in:
- Business
- Computer Science
- Information Technology
- or a related field.
- Professional certifications are considered an asset.
Professional Experience
- 7+ years of Business Analysis experience.
- Significant experience working on complex, enterprise-wide ITSM modernization, implementation, or platform replacement projects.
- Demonstrated experience leading:
- Requirements elicitation
- Requirements documentation and validation
- Current-state and future-state process mapping
- Gap analysis / fit-gap analysis
- Stakeholder workshops
- Business readiness activities
- Experience working effectively across diverse business and technical teams.
- Recent experience working as a Senior Business Analyst, with examples of successful projects completed within the last three years.
ITSM Platform Experience
Experience with ITSM platforms such as:
- Freshservice
- Ivanti
- Jira Service Management
- or similar enterprise ITSM solutions
is highly desirable.
Strong knowledge of ITIL processes is preferred.
Requirements Gathering
Demonstrated experience in:
- Soliciting business requirements
- Documenting requirements
- Validating requirements
- Translating business needs into functional and technical requirements
- Developing user stories and acceptance criteria
- Facilitating requirements workshops and stakeholder consultations.
Process Transformation & Change Management
- Experience supporting business process transformation and change management.
- Ability to analyze existing processes and define optimized future-state processes.
- Strong written and verbal communication skills.
- Demonstrated ability to communicate effectively with business stakeholders, technical teams, vendors, and executive-level stakeholders.
Key Skills to Look For
Must-Have / Priority Skills:
- Senior Business Analysis – 7+ years
- Enterprise ITSM modernization / replacement
- ITSM implementation
- Requirements elicitation and documentation
- Business & technical requirements
- Current-state / future-state process mapping
- Fit-gap / gap analysis
- Stakeholder workshops
- Business readiness
- BRDs
- Functional & Non-Functional Requirements
- User Stories & Acceptance Criteria
- Process Maps & Workflows
- Use Cases
- ITIL processes
- ITSM platforms
- Incident Management
- Service Request Management
- Change Enablement / Change Management
- Problem Management
- Knowledge Management
- Service Catalog Management
- Asset Management
- CMDB / Configuration Management
- Service Level Management
- Major Incident Management
- Release Management
- Self-Service Portal
- System integrations
- Active Directory / Entra ID
- IAM
- Data migration
- Data mapping
- Data cleansing
- Data validation & reconciliation
- CMDB readiness
- Business process transformation
- Change management
- Strong written and verbal communication
Ideal Candidate Profile
The ideal candidate is a Senior Business Analyst with 7+ years of experience who has recently worked on a large-scale enterprise ITSM modernization, implementation, or platform replacement initiative.
Candidates should be able to demonstrate hands-on experience translating complex business needs into detailed requirements, mapping current and future-state ITSM processes, conducting fit-gap analysis, working with ITSM platforms, collaborating with technical teams and vendors, and supporting ITSM data migration and CMDB readiness.
Candidates with direct experience in Freshservice, Ivanti, Jira Service Management, or comparable ITSM platforms, combined with strong ITIL knowledge, will be particularly well aligned.
Submission Note
For this requisition, candidates should be able to clearly demonstrate the required experience through specific projects or assignments on their resume. Each relevant project should identify the project's purpose and scope, dates, organization type, candidate's role, assignment duration/percentage of time, and primary responsibilities performed.