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About the Role

EDC helps Canadian businesses succeed abroad by providing financial tools and expertise to explore new markets and reduce risks, aiming to build a better Canada and world through trade.

Responsibilities

Lead business systems analysis activities for ServiceNow Customer Service Management (CSM) initiatives, enhancements, platform optimizations, and incident resolutions.
Collaborate with product owners, business stakeholders, architects, developers, QA, and platform teams to gather, analyze, and document business requirements, user stories, acceptance criteria, business processes, and test scenarios.
Lead the analysis and design of ServiceNow CSM capabilities, including case management, customer journeys, intake processes, workflow orchestration, service delivery models, assignment rules, notifications, reporting, and user experience requirements.
Analyze current processes and identify opportunities to simplify, standardize, automate, and improve service delivery using ServiceNow capabilities, workflow automation, intelligent case management, and AI-driven solutions.
Support the evolution of ServiceNow service models, business capabilities, data relationships, and platform governance in alignment with enterprise architecture standards and the Common Service Data Model (CSDM).
Collaborate with technical teams to evaluate solution options, define functional designs, and ensure business requirements are delivered through scalable solutions that minimize customization and technical debt.
Support backlog management and Agile delivery activities by defining scope, dependencies, risks, assumptions, priorities, and implementation sequencing.
Assess cross-functional and cross-system impacts involving ServiceNow CSM, Salesforce, customer portals, reporting platforms, integrations, and downstream business processes.
Support testing activities, including user acceptance testing (UAT) planning and execution, defect management, business need validation, and release readiness to ensure successful implementation.
Resolve production issues by analyzing business impacts, process deviations, system behaviors, data integrity concerns, and workflow inconsistencies.
Maintain comprehensive documentation, including business requirements, process maps, traceability matrices, decision logs, supporting documentation, and release-related documents.
Provide mentorship and coaching to other analysts while contributing to continuous improvement initiatives related to ServiceNow delivery practices, documentation standards, stakeholder engagement, and Agile ways of working.

Requirements

University degree in business administration, information technology, computer science, engineering, business technology management, or a related field.
A minimum of 7 years of experience in business analysis, systems analysis, product deployment, or enterprise technology initiatives.
Several years of experience leading requirements and process analysis activities for enterprise technology platforms.
Experience delivering solutions using ServiceNow CSM, ServiceNow, a CRM application, or other similar case and workflow management platforms.
Experience supporting process transformation, workflow redesign, operational improvement, or platform modernization initiatives.
Experience working in an Agile environment alongside cross-functional product and technology teams.

Skills

ServiceNow Customer Service Management (CSM) implementation, support, or optimization
Business analysis for platform modernization, service transformation, enterprise case management, customer experience, or service design
ServiceNow AI and automation capabilities (Now Assist, Virtual Agent, AI Search, intelligent workflows, customer self-service, AI-driven service delivery)
ServiceNow platform capabilities (Performance Analytics, reporting, knowledge management, service catalog, App Engine, Virtual Agent, Automation Center)
Salesforce, CRM platforms, customer portals, enterprise integrations, APIs, data flows, and related system architecture concepts
Digital transformation, operational improvement, automation, or service delivery modernization initiatives
Financial services organizations, Crown corporations, government agencies, regulated environments, or other large, complex organizations
ServiceNow certifications (Certified System Administrator (CSA), Certified Implementation Specialist – Customer Service Management (CIS-CSM), Certified Application Developer (CAD), or other relevant ServiceNow certifications)
Professional certifications (Certified Business Analysis Professional (CBAP), PMI Professional in Business Analysis (PMI-PBA), or equivalent business analysis certifications)
Bilingualism in both official languages (French and English)

Location

Ottawa
Toronto
Calgary
Halifax

Work Type

Hybrid
Permanent

Experience Level

Senior

Education Level

University degree

Salary/Compensations

$96,557 to $128,743

Benefits

Competitive compensation and benefits package
Good work-life balance
Opportunity to contribute to building a better Canada and world through trade
Hybrid work options
Three to four weeks of vacation
A period of closure
Shortened summer Fridays
Meeting-free Fridays
Continuous learning opportunities (training programs, workshops, language training)
Diverse and inclusive workplace
Wellness programs (mental health support, fitness programs)
Community investment (volunteer activities, social responsibility programs)
Relocation assistance

About the Company

At Export Development Canada (EDC), we help Canadian businesses succeed abroad.
As a Crown corporation with a financial mandate, EDC offers innovative financial solutions and expert advice to help businesses explore new markets, mitigate risks, and grow.
The Digital and Technology Solutions Group was established in 2023 to provide clients and employees with the tools to conquer the world by consistently delivering reliable and secure digital services.
EDC is modernizing its ServiceNow Customer Service Management (CSM) module.

Equal Opportunity

EDC is committed to fair employment practices and preference will be given to candidates who are legally eligible to work in Canada.
Candidates must meet government security requirements.
EDC is committed to fostering employment equity and building a diverse workforce.
EDC is committed to creating a safe and inclusive environment that respects people of all backgrounds, abilities, and skills.
EDC fosters a culture of inclusion and belonging where everyone has an equal opportunity to develop, grow, succeed, and reach their full potential.
EDC is committed to providing accommodations for persons with disabilities.