Technical Business Analyst

Location: Brampton, ON L6T 4B9 (Hybrid onsite - 2 days onsite/3 days remote) Duration: 1 year Hours: 7 hours per day / 35 hours per week, 1-hour unpaid lunch when the client is open for business. Role Overview As a Technical Business Analyst, the candidate will bridge the gap between business needs and technical solutions, leading the migration of legacy applications (e.g., MS Access, VB6, PHP, .NET) into modern environments such as SharePoint Online, PowerApps Platform, and ServiceNow. The consultant will support the ServiceNow platform, including the Enterprise Architecture (EA) module and architectural initiatives.

Key Responsibilities Conduct requirements gathering sessions with stakeholders to capture business needs. Develop detailed Business Requirements Documents (BRDs), Functional Specifications (FSDs), and User Stories in alignment with enterprise standards. Produce process maps, workflow diagrams, and data flow documentation to illustrate current and future-state processes.

Perform gap and impact analyses to evaluate proposed system or process changes. Conduct deep-dive discovery sessions to analyze legacy application architectures (MS Access, VB6, PHP, .NET) and dependencies. Define migration strategies (Retire, Re-platform, or Rebuild) based on business value and technical feasibility.

Provide day‑to‑day functional and technical support for ServiceNow modules, including EA, CMDB, and Application Portfolio Management (APM). Manage configuration and enhancement requests, ensuring alignment with governance and platform best practices. Collaborate with developers and platform owners to implement and test ServiceNow enhancements or integrations.

Maintain accurate documentation of configurations, customizations, and workflows. Lead User Acceptance Testing (UAT) and coordinate end‑to‑end testing to validate that modernized apps meet business requirements. Develop user training materials and standard operating procedures (SOPs) to ensure smooth adoption of new platforms.

Identify opportunities to automate or streamline business and IT processes within ServiceNow. Participate in ServiceNow governance and change advisory board (CAB) meetings. Support the definition and maintenance of ServiceNow standards, best practices, and documentation templates.

Contribute to continuous improvement initiatives and platform roadmap planning. Act as a liaison between business, IT, and architecture teams, ensuring clarity and alignment of priorities. Coordinate feedback incorporation during UAT and provide training materials, user guides, or workshops to increase adoption of new features and modules.

Contribute to project plans, timelines, and milestones for ServiceNow enhancements and EA initiatives. Track and report on deliverable progress, risks, and dependencies. Ensure deliverables are aligned with organizational goals and architecture standards.

Education & Experience Undergraduate degree in information technology management, business management, or related fields with at least 5 years of relevant work experience. Equivalent combinations of education and experience may be considered. Experience supporting or administering the ServiceNow platform, including CMDB, EA module or related components, understanding of ITIL processes and ITSM practices, proficiency in SQL or data‑querying tools for reporting and analysis, and strong problem‑solving and analytical skills.

Mandatory Certifications Certified Business Analysis Professional (CBAP) designation in good standing with the International Institute of Business Analysis (IIBA). Proof of certification must be submitted. Nice to Have Skills & Certifications Experience with ServiceNow Enterprise Architecture module, Application Portfolio Management (APM), or IT Business Management (ITBM).

Familiarity with ServiceNow Common Service Data Model (CSDM) and CMDB design best practices. Experience supporting Enterprise Architecture teams or portfolio management initiatives. Understanding of IT strategy, capability modeling, and application rationalization.

ServiceNow certifications such as Certified System Administrator, Certified Implementation Specialist (CIS-APM or EA), and ITIL v4 Foundation. Proof of certification must be submitted. #J-18808-Ljbffr