ServiceNow CSM Business Analyst

About LeverageTek Staffing Solutions

Founded in 2003, LeverageTek provides end-to-end, cross-functional staffing solutions throughout North America. We are a trusted partner to leading private and public sector organizations and experts in talent solutions that create optimal business outcomes.

Don't let our name fool you. Our roots are in technology, but we are also a proven leader in accounting and finance, sales and marketing, human resources, supply chain, and legal talent acquisition. We offer contract and permanent staffing, executive search, talent mapping, management consultancy, and contractor payroll management.

LeverageTek is an equal opportunity employer. We offer a welcoming and inclusive environment in service to one another, our customers, the candidates we represent, and the diverse communities we call home. We do all of this with kindness, empathy, and respect for each other. LeverageTek is committed to employment equity and creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, religion, gender, national origin, age, disability, and marital status.

Accessibility accommodations are available upon request.

LeverageTek's specialized recruiting professionals use their expertise and our proprietary AI to accelerate connections between top talent and leading companies, while ensuring all screening and hiring decisions remain with our expert human team.

Key Tasks

• Gather, analyze, and document business and technical requirements across customer service functions including onboarding, payments, claims, underwriting, and customer management
• Facilitate workshops and stakeholder sessions focused on service desk and ticket management processes
• Translate business requirements into user stories, functional specifications, and workflow/process designs
• Design and document catalog items, approvals, permissions, and process flows
• Support configuration and implementation of ServiceNow CSM modules
• Work with Flow Designer, Workflow Data Fabric, and Automation Center
• Participate in UAT, deployment activities, training, and post-go-live support
• Collaborate with architecture and change management teams to ensure alignment with enterprise standards

Key Qualifications

• Minimum 5 years of hands-on ServiceNow platform experience with a strong CSM focus
• Proven Business Analyst experience within ServiceNow implementations
• Strong workshop facilitation, stakeholder management, and requirements gathering skills
• Ability to translate business needs into user stories, functional specifications, and workflow/process designs
• Experience with Flow Designer, Workflow Data Fabric, and Automation Center
• ServiceNow certifications: CSA and/or CAD required; CIS-CSM or CIS-ITSM preferred
• Excellent English communication skills — mandatory
• Reliability clearance or eligibility to obtain prior to start date

Qualifications

• Experience in large enterprise or highly governed environments
• Exposure to multi-business-line implementations
• Knowledge of ServiceNow Now Create and product-oriented delivery
• Experience with citizen development initiatives
• Familiarity with REST/SOAP APIs, IntegrationHub, and data mapping
• Experience with Azure DevOps and Agile delivery methodologies
• Knowledge of configuration vs. customization best practices

Compensation

Hourly Rate Negotiable

This is an existing position vacancy.

Work Location

This is a fully remote position. The successful candidate will work remotely with no travel required.