Lead Analyst, Business Applications - ServiceNow (T & I) (Telework/Hybrid)

Position Title: Lead Analyst, Business Applications - ServiceNow (T & I) (Telework/Hybrid) Status of Employment: Contractee Long-Term (Durée déterminée) Position Language Requirement: English, French Language Skills: English (Reading - C - Advanced), English (Speaking - C - Advanced), English (Writing - C - Advanced), French (Reading - C - Advanced), French (Speaking - C - Advanced), French (Writing - C - Advanced) This is a hybrid position with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines. Your Role We are seeking a Lead Business Analyst who will help the Corporation maximize the value of its ServiceNow platform. As a Lead Analyst, you will find solutions to complex problems, bridge the gap between business needs and technology solutions, and act as the primary liaison between business partners and the T&I resources required to solve gaps through projects or operations. Reporting to the Senior Manager of the Legal, P&C / SSC Solutions Portfolio, you will be a key player in leading and coordinating the work of the analyst team while providing essential coaching. You will play a lead role throughout the entire solution lifecycle-from analysis and configuration to testing and maintenance-supporting large-scale corporate technology initiatives. You will ensure that all enhancements are aligned with the broader portfolio and proactively raise potential risks or strategic misalignments to the Senior Manager. Location Options: Montreal, Ottawa, or Toronto. Key Responsibilities Leadership & Team Coordination • Team Guidance: Provide support, assistance, guidance, and coaching to all analysts on the team to ensure high-quality deliverables. • Workload Management: Manage the analyst team's workload based on requirements, priorities, and availability, including providing priority direction to the Scrum Master and developers. • Strategic Alignment: In collaboration with the Senior Manager, ensure that ServiceNow solutions and roadmaps are aligned with the entire Legal, P&C / SSC portfolio. • Agile Leadership: Lead and participate in scrum ceremonies, ensuring the technical team is aligned with business priorities. Primary Subject Matter Expertise • SME Authority: Serve as the primary ServiceNow subject matter expert, specializing in platform architecture, automated workflows, and complex module configurations (ITSM). • Solution Design: Lead high-level solution design activities, including complex requirements gathering, system analysis, and designing technical solutions that follow "out-of-the-box" best practices. • Enterprise Integration: Lead the design and modification of integrations between ServiceNow and enterprise systems, with a specific focus on Oracle Fusion and Workday. Lifecycle & Quality Assurance • Testing Oversight: Lead and coordinate all solution testing activities, including regression tests, unit tests, and user acceptance tests (UAT). • Advanced Support: Handle third-level (Tier 3) escalations with vendors and internal teams to resolve the most complex technical issues. • Documentation Standards: Set the standard for and develop comprehensive solution documents, including process maps, functional requirements, and technical procedures using flowcharts and BPM tools. • Operational Integrity: Ensure the long-term health, security, and performance of the ServiceNow instances, monitoring compliance and platform governance. Skills & Qualifications • Education: Bachelor's degree or Master's Degree in Business Administration, Information Systems, Computer Science, Software Engineering, or equivalent. • Experience: 5+ years of cross-functional experience as a Business or Systems Analyst.• 3+ years of in-depth, hands-on experience with ServiceNow platform administration and architecture. • Technical Mastery: Extensive knowledge of ServiceNow modules (ITSM, CMDB, Discovery).• Strong experience with Web Services, REST API, XML, XSLT, JSON, and JavaScript. • Proven experience in software integration principles, specifically with Oracle Fusion and/or Workday. • Leadership Skills: Proven ability to coach team members and manage workload priorities in a fast-paced environment. • Analytical Rigor: Exceptional problem-solving, troubleshooting, and analytical skills with high attention to detail. • Communication: Strong oral and written communication skills to effectively convey technical issues to senior stakeholders and service providers. • Bilingualism: Excellent communication skills in both English and French (written and spoken). Assets • Certifications: ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD). • Agile: Certification in project management such as Scrum or Agile. • Tools: Proficiency in requirements management and BPM tools (e.g., Signavio, Lucid Chart, Jira). Candidates may be subject to skills and knowledge testing. We thank all applicants for their interest, but only candidates selected for an interview will be contacted. Primary Location: 1000, Rue Papineau, Montreal, Quebec, H2K 0C2 Number of Openings: 1 Work Schedule: Full time

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