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About the Role

As EDC modernizes ServiceNow Customer Service Management (CSM), the Digital Platform Delivery & Architecture group is seeking a Senior Business Systems Analyst, ServiceNow CSM to lead business systems analysis activities for complex CSM initiatives, enhancements, defects, and platform improvements. This is a senior business systems analysis role focused on platform delivery, requirements leadership, CSM process detail, stakeholder alignment, and solution quality. The successful candidate will work independently with business stakeholders, Product Owners, developers, architects, QA, and platform teams to move work from early idea through delivery, testing, release readiness, and operational support. This role requires someone who can understand business problems, challenge unclear requirements, identify impacts across workflows and integrations, and help the team deliver clean, scalable CSM capabilities that align with ServiceNow platform standards.

Responsibilities

Lead business systems analysis activities supporting ServiceNow Customer Service Management (CSM) initiatives, enhancements, platform improvements, and defect resolution.
Partner with Product Owners, business stakeholders, architects, developers, QA teams, and platform teams to gather, analyze, and document business requirements, user stories, acceptance criteria, process flows, 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-state processes and identify opportunities to simplify, standardize, automate, and enhance service delivery through ServiceNow capabilities, workflow automation, intelligent case management, and AI-enabled 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 identifying 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 operational processes.
Support testing activities, including UAT planning and execution, defect triage, business validation, and release readiness to ensure successful implementation and adoption.
Troubleshoot production issues by analyzing business impacts, process gaps, system behaviour, data integrity concerns, and workflow inconsistencies.
Maintain comprehensive documentation, including business requirements, process maps, traceability matrices, decision logs, support documentation, and release materials.
Provide guidance and mentorship 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, Information Technology, Computer Science, Engineering, Business Technology Management, or a related discipline.
Minimum 7 years of experience in Business Analysis, Business Systems Analysis, Product Delivery, or large-scale enterprise technology initiatives.
Significant experience leading requirements gathering, business process analysis, and solution delivery activities for enterprise technology platforms in complex organizational environments.
Experience working with ServiceNow, particularly Customer Service Management (CSM), Case Management, CRM, or similar workflow and service management platforms.
Strong understanding of customer service operations, case management, workflow automation, service delivery models, customer journeys, and process transformation initiatives.
Experience analyzing, documenting, and validating business and functional requirements, user stories, acceptance criteria, process flows, test scenarios, and other project and release-related documentation.
Experience working in Agile delivery environments, including backlog refinement, sprint planning, UAT coordination, defect triage, release planning, and collaboration with cross-functional product and technology teams.
Strong facilitation and stakeholder management skills, with the ability to engage business and technical audiences, challenge assumptions, clarify ambiguous requirements, and drive alignment on scalable platform-based solutions.
Experience identifying opportunities to simplify, standardize, automate, and modernize business processes through workflow automation, intelligent case management, AI-enabled capabilities, or digital service delivery solutions.
Working knowledge of ServiceNow platform concepts, including cases, accounts, contacts, services, SLAs, assignment rules, notifications, roles, knowledge management, reporting, dashboards, workflow configuration, and Common Service Data Model (CSDM) concepts.
Experience assessing cross-system impacts and dependencies across platforms such as ServiceNow, Salesforce, customer portals, reporting tools, integrations, and downstream operational systems.
Demonstrated ability to mentor or guide other analysts while producing clear, practical documentation and fostering best practices in requirements management, stakeholder engagement, and Agile delivery.
Excellent communication, analytical, and problem-solving skills, with the ability to translate complex business needs into actionable technology solutions.
Experience implementing, supporting, or optimizing ServiceNow Customer Service Management (CSM) solutions within large enterprise environments.
Experience leading business analysis activities for platform modernization, service transformation, enterprise case management, customer experience, or service design initiatives.
Knowledge of ServiceNow AI and automation capabilities, including Now Assist, Virtual Agent, AI Search, intelligent workflows, customer self-service, and other AI-enabled service delivery solutions.
Experience with ServiceNow platform capabilities such as Performance Analytics, Reporting, Knowledge Management, Service Catalog, App Engine, Virtual Agent, and Automation Center.
Experience working with Salesforce, CRM platforms, customer portals, enterprise integrations, APIs, data flows, and related system architecture concepts.
Experience supporting digital transformation, operational improvement, automation, or service delivery modernization initiatives.
Experience working within financial services, Crown corporations, government, regulatory, or other large complex enterprise environments.
ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS-CSM), Certified Application Developer (CAD), or other relevant ServiceNow credentials.
Professional certifications such as Certified Business Analysis Professional (CBAP), PMI Professional in Business Analysis (PMI-PBA), or equivalent business analysis certifications.
Bilingualism in both official languages (English and French).
Candidate must be able to work legally in Canada (Canadian Citizens or Permanent Residents).
Candidates must meet the requisite government security screening requirements.

Skills

ServiceNow CSM
Case Management
CRM
Workflow Automation
Service Delivery Models
Customer Journeys
Process Transformation
Agile Delivery
Stakeholder Management
ServiceNow Platform Concepts
CSDM
Salesforce
API Integration
Digital Transformation
ServiceNow AI
Now Assist
Virtual Agent
AI Search
Performance Analytics
Reporting
Knowledge Management
Service Catalog
App Engine
Automation Center
Bilingualism (English and French)

Location

Ottawa
Toronto
Calgary
Halifax

Work Type

Hybrid

Experience Level

Senior
Minimum 7 years of experience

Education Level

University degree in Business, Information Technology, Computer Science, Engineering, Business Technology Management, or a related discipline.

Salary/Compensations

$96,557 to $128,743 annually, plus a performance-based incentive.

Benefits

Competitive compensation & benefits package
Work-life balance
Hybrid work options
3 to 4 weeks paid vacation
Corporate closure period
Summer early Friday’s
No meeting Fridays
Continuous learning opportunities
Training programs
Workshops
Language training
Diverse and inclusive workplace
Wellness initiatives
Mental health support
Fitness programs
Community engagement opportunities
Volunteer opportunities
Relocation assistance

About the Company

At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC: Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation. Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization. Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade. Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.

Equal Opportunity

EDC is committed to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.
We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.
EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at accessibility@edc.ca. We are here to support you every step of the way.