Infotek Consulting Inc.
ServiceNow Business Analyst (Intermediate) – CSM Module
Montreal, QC | Hybrid (2 days onsite per week)
1-Year Contract (37.5 hrs/week) | Strong potential for extension & conversion to full-time
Must be fluent in French
About the Role
We are seeking a ServiceNow Business Analyst to support the implementation of the CSM module. The role covers the full lifecycle—from requirements gathering and documentation through testing, production transition, and post-implementation support. After the initial CSM rollout, you will continue contributing to other ServiceNow projects, offering long-term growth opportunities.
Key Responsibilities
• Partner with development and integration teams to define and document functional requirements.
• Facilitate workshops and translate technical solutions into clear, business-focused processes.
• Prepare and execute test documentation, including test cases, scenarios, and strategies.
• Analyze current processes, identify gaps, and recommend improvements or re-engineering.
• Support deployment into production and provide stabilization support.
• Document workflows, process flows, data flows, and configurations.
• Contribute to reporting, dashboards, and integration activities.
• Collaborate closely with the ServiceNow team for continuous improvement.
Desired Profile
• Intermediate-level Business Analyst with ServiceNow experience (ideally CSM or ITSM).
• Strong skills in requirements gathering, process analysis, and documentation.
• Ability to simplify technical concepts for operational and business teams.
• Familiarity with ITSM processes, workflows, and ServiceNow configuration best practices.
• Strong collaboration skills and ability to thrive in Agile project environments.