We are seeking a fully remote Senior ServiceNow Business Analyst with strong CSM experience to support a major enterprise transformation with Export Development Canada (EDC). You will work with business and technical stakeholders to gather requirements, lead workshops, and translate customer experience needs into user stories, workflows, and fun
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ctional designs on the ServiceNow platform. You’ll support solution design across CSM capabilities such as case management, SLAs, catalog items, and automation, while also assisting with UAT and deployment. The ideal candidate has 5+ years of ServiceNow BA experience, strong CSM expertise, knowledge of Flow Designer and Agile delivery, and relevant ServiceNow certifications (CSA/CAD and/or CIS-CSM).
*** Candidates must be eligible for Government of Canada Reliability Security Clearance (5+ years in Canada) ***
*** REMOTE ***
Advantages
•Work on a high-impact ServiceNow CSM transformation at EDC improving key customer journeys
•Fully remote role with strong exposure to enterprise ServiceNow delivery and CSM best practices
Responsibilities
•Gather, analyze, and document business requirements across customer experience areas (onboarding, payments, claims, underwriting, customer management)
•Lead workshops with stakeholders to define and align service and ticketing processes
•Translate requirements into user stories, workflows, and functional ServiceNow CSM designs
•Design and support configuration of catalog items, SLAs, approvals, and automation flows
•Assist with data mapping, solution design, and integration considerations
•Support UAT, testing, deployment, and post-go-live validation
•Work closely with architecture and change management teams to ensure alignment with enterprise standards
•Provide end-user training and ongoing support as needed
Qualifications
•5+ years of experience as a Business Analyst on the ServiceNow platform, with strong focus on CSM
•Hands-on experience eliciting and translating business requirements into user stories and functional specifications
•ServiceNow certifications (CSA/CAD and/or CIS-CSM or equivalent required; additional CIS certifications an asset)
•Strong understanding of ServiceNow CSM capabilities, including case management, SLAs, catalog, and workflows
•Experience with Flow Designer, automation tools, and Agile delivery environments (e.g., Azure DevOps)
•Ability to facilitate workshops and work effectively with multiple stakeholder groups
•Strong analytical, problem-solving, and communication skills
•Experience distinguishing between configuration and customization in ServiceNow implementations
Summary
If you're qualified and interested please submit your resume and one of our experienced Recruiters would be happy to give you a call. Thank you.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
This posting is for existing and upcoming vacancies.
show more
We are seeking a fully remote Senior ServiceNow Business Analyst with strong CSM experience to support a major enterprise transformation with Export Development Canada (EDC). You will work with business and technical stakeholders to gather requirements, lead workshops, and translate customer experience needs into user stories, workflows, and functional designs on the ServiceNow platform. You’ll support solution design across CSM capabilities such as case management, SLAs, catalog items, and automation, while also assisting with UAT and deployment. The ideal candidate has 5+ years of ServiceNow BA experience, strong CSM expertise, knowledge of Flow Designer and Agile delivery, and relevant ServiceNow certifications (CSA/CAD and/or CIS-CSM).
*** Candidates must be eligible for Government of Canada Reliability Security Clearance (5+ years in Canada) ***
*** REMOTE ***
Advantages
•Work on a high-impact ServiceNow CSM transformation at EDC improving key customer journeys
•Fully remote role with strong exposure to enterprise ServiceNow delivery and CSM best practices
Responsibilities
...
•Gather, analyze, and document business requirements across customer experience areas (onboarding, payments, claims, underwriting, customer management)
•Lead workshops with stakeholders to define and align service and ticketing processes
•Translate requirements into user stories, workflows, and functional ServiceNow CSM designs
•Design and support configuration of catalog items, SLAs, approvals, and automation flows
•Assist with data mapping, solution design, and integration considerations
•Support UAT, testing, deployment, and post-go-live validation
•Work closely with architecture and change management teams to ensure alignment with enterprise standards
•Provide end-user training and ongoing support as needed
Qualifications
•5+ years of experience as a Business Analyst on the ServiceNow platform, with strong focus on CSM
•Hands-on experience eliciting and translating business requirements into user stories and functional specifications
•ServiceNow certifications (CSA/CAD and/or CIS-CSM or equivalent required; additional CIS certifications an asset)
•Strong understanding of ServiceNow CSM capabilities, including case management, SLAs, catalog, and workflows
•Experience with Flow Designer, automation tools, and Agile delivery environments (e.g., Azure DevOps)
•Ability to facilitate workshops and work effectively with multiple stakeholder groups
•Strong analytical, problem-solving, and communication skills
•Experience distinguishing between configuration and customization in ServiceNow implementations
Summary
If you're qualified and interested please submit your resume and one of our experienced Recruiters would be happy to give you a call. Thank you.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
This posting is for existing and upcoming vacancies.
show more
