About this role
Job Function
IT
Location
Calgary
Position Summary
We are seeking an experienced Business Analyst with a strong background in IT Service Management (ITSM) to support the integration of IT operations across two client organizations. The role will focus on analyzing, documenting, and aligning ITSM processes to ServiceNow standards, supporting seamless onboarding, and ensuring successful migration from legacy systems.
Key Responsibilities
• Requirements Gathering & Analysis
• Collaborate with stakeholders to understand business needs for ITSM processes.
• Document current and future-state workflows across Incident, Problem, Change, Request, CMDB, HAM/SAM, and Knowledge Management.
• Support discovery and mapping of infrastructure into ServiceNow CMDB using Discovery and Application Library tools.
• Process Normalization & Optimization
• Analyze and align ITSM processes to ServiceNow best practices.
• Support continuous improvement of Request Management processes across multiple teams.
• Facilitate the rollout and normalization of HAM/SAM once CMDB implementation is complete.
• Migration & Transition Support
• Develop business and functional requirements for migrating from FreshService to ServiceNow.
• Contribute to cutover and migration planning, including data retention strategies for record keeping and outstanding tickets.
• Support decommissioning and contract closure of FreshService.
• Stakeholder Engagement & Training
• Conduct workshops and sessions with client teams to capture requirements and validate solutions.
• Support training and onboarding activities for end users adopting new ServiceNow processes.
• Serve as liaison between business stakeholders, technical teams, and ServiceNow implementation partners.
Deliverables & Focus Areas
• Clear documentation of business requirements, workflows, and system impacts.
• Process maps and gap analyses for ITSM adoption.
• User training and onboarding support.
• Migration support and documentation for data retention and system sunsetting.
Technology
• ServiceNow ITSM (CMDB, Discovery, Request, Incident, Problem, Change, Knowledge, HAM/SAM)
• Legacy platform: FreshService
Qualifications
• Proven experience as a Business Analyst in ITSM or enterprise technology projects.
• Strong knowledge of ServiceNow ITSM modules and best practices.
• Experience with CMDB, Discovery, and Service Mapping.
• Familiarity with HAM/SAM practices and implementation.
• Background in migration projects from legacy service desk platforms (e.g., FreshService).
• Excellent communication, documentation, and stakeholder facilitation skills.
Cadre is committed to providing equitable treatment and equal opportunity to all individuals. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We thank all those who apply; however, only those candidates selected for interviews will be contacted.
INDONA