Business Analyst - ServiceNow

About

Reporting to the ServiceNow CoE, this role is responsible for managing the enterprise intake ("front door") for all ServiceNow demand. The Business Analyst ensures requests are clearly defined, value-driven, and structured to support prioritization, governance, and investment decisions before entering delivery.

Key Responsibilities

• Lead intake discussions and facilitate workshops with business stakeholders
• Ensure all demand flows through the standard ServiceNow intake process
• Guide requestors to clearly articulate business problems, outcomes, and success criteria
• Translate requests into structured, decision‑ready demand
• Define scope, business value, risks, and dependencies
• Document current state, future state, and key use cases
• Support demand triage and qualification activities
• Identify duplication, misalignment, or opportunities for reuse
• Prepare inputs for value‑based prioritization and decision forums
• Maintain high‑quality demand records in ServiceNow (SPM)
• Ensure completeness and consistency of intake data
• Support reporting on demand pipeline, volume, and value

Critical Qualifications

• Minimum 5 years of experience as a Business Analyst or equivalent
• Experience in enterprise platforms (ServiceNow preferred)
• Experience in demand intake, governance, or portfolio management
• Strong facilitation and stakeholder engagement skills
• Ability to translate ambiguous needs into structured requirements
• Strong analytical and problem‑solving skills
• Experience with process mapping and business case development
• Adequate knowledge of French is required for positions in Quebec.

Preferred Qualifications

• Experience with ServiceNow SPM
• Experience in CoE or governance‑based models
• Experience with AI‑assisted intake or digital workflows
• Cross‑functional collaboration across business and technology teams

Additional Information

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a Bell office for a minimum of 3 days a week. Bell offers flexibility in work hours based on business needs.

Compensation includes a competitive salary and a wide range of benefits, including medical, dental, vision, and mental health benefits available upon joining. Bell team members also enjoy a 35% discount on our services and access to exclusive offers from partners.

We encourage individuals who may require accommodations during the hiring process to let us know. Please see our accessibility page for more information.