Business Analyst

This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.

Why WestJet

Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.

Join us, this is where your career story takes off.

The Business Analyst serves as the front door to the ServiceNow capability portfolio, leading intake, discovery, demand assessment and business process analysis across a broad range of enterprise initiatives. This role works closely with business stakeholders, Product Owners, platform leadership, solution architecture and governance forums to ensure opportunities are properly understood, evaluated and shaped before entering delivery roadmaps.

The successful candidate will possess deep ServiceNow knowledge, exceptional communication skills and strong business acumen. They must be comfortable engaging stakeholders at all levels of the organisation, facilitating discussions, challenging assumptions, identifying opportunities and translating business needs into actionable recommendations.

This role is critical in helping WestJet maximise the value of the ServiceNow platform by ensuring investments are aligned to business priorities, strategic outcomes and enterprise standards.

Key Deliverables & Responsibilities

• Act as the primary intake lead for new ServiceNow requests, opportunities and initiatives
• Partner with stakeholders to understand business objectives, pain points and desired outcomes
• Evaluate requests for strategic alignment, feasibility, business value and complexity
• Ensure incoming demand is sufficiently understood and documented before entering governance or delivery processes
• Identify opportunities to simplify, consolidate or improve requests before they become projects
• Support prioritisation discussions by ensuring requests are evaluated consistently
• Lead discovery sessions, workshops and stakeholder interviews
• Analyse current‑state business processes, workflows and operating models
• Identify opportunities for automation, visibility, governance improvements and enhanced user experiences
• Document business requirements, process maps, business cases and recommendations
• Develop future‑state process designs that align with organisational objectives and platform capabilities
• Evaluate dependencies, risks and impacts associated with proposed initiatives
• Leverage extensive ServiceNow experience to advise stakeholders on platform capabilities and best practices
• Help business partners understand available options, trade‑offs and implementation considerations
• Promote standardisation, reuse and sustainable platform design principles
• Collaborate with Product Owners and Solution Architects to shape solutions that deliver business value while maintaining platform integrity
• Identify opportunities to extend existing capabilities before introducing new solutions

Experience & Qualifications

• Bachelor’s Degree in a relevant technical or business‑related area
• 5+ years in relevant technical or business facing teams
• ServiceNow Certified System Administrator (CSA) preferred
• ServiceNow Certified Implementation Specialist certification(s) preferred
• Experience supporting enterprise governance, portfolio management or demand management functions
• Experience within large, complex organisations
• Experience supporting workflow transformation, digital transformation or service management initiatives
• Experience working with executive governance forums and leadership teams
• Excellent communication and presentation skills
• Passion for technology, process analysis and improvement
• High degree of confidence while influencing stakeholders outside of their team
• Proven track record to communicate both in business and technical fields, ability to translate between both

The Benefits Of Being a WestJetter

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and benefit programs that are flexible to meet your specific needs

We welcome diverse skills, experiences and backgrounds, and encourage you to apply – even if you don’t meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at [email protected].

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