ServiceNow Analyst at Computer Task Group, Inc — NeverHard

Job DescriptionJob Description Overview Job Title: ServiceNow Analyst Location: Remote (Montréal, Quebec) Contract Type: Long-term, ongoing contract Language Requirement: Bilingual (French & English) Overview Our top client is seeking a ServiceNow Analyst consultant to work remotely in Quebec on a long-term ServiceNow project. The consultant will play a key role in analyzing business needs, supporting ServiceNow platform configuration and optimization, and serving as a liaison between stakeholders, Product Owners, and technical teams in an Agile environment. The consultant must be French speaking and fluent in English. Key Responsibilities Gather, analyze, and formalize business and user requirements related to ServiceNow through workshops, interviews, process analysis, and documentation. Translate business needs into clear functional requirements, including user stories, use cases, process flows, and acceptance criteria for ServiceNow solutions. Analyze existing business processes and recommend improvements leveraging ServiceNow best practices and native platform capabilities. Configure and maintain the ServiceNow platform, including forms, workflows, business rules, service catalogs, notifications, portals, reports, and dashboards in alignment with established standards. Act as a functional ServiceNow subject matter expert, supporting stakeholders in the evaluation, design, and implementation of platform enhancements. Collaborate with developers, administrators, and Product Owners to prioritize the backlog, estimate effort, clarify dependencies, and prepare sprints and releases. Participate in solution testing, validation, and user acceptance testing (UAT) to ensure business requirements are met. Document implemented solutions, including functional specifications, configurations, process diagrams, and knowledge transfer materials. Contribute to data and process quality (e.g., CMDB, ITSM, service management, and automations) by identifying opportunities for continuous improvement. Support the Customer Experience / OCM ServiceNow team in the preparation of training materials and user adoption activities. Provide second-level support for advanced ServiceNow functionalities in collaboration with IT support teams and external partners.