Quarry Consulting Inc. is currently seeking a ServiceNow Business Analyst for one of our clients.

The requirements and brief description of the position is below. If you’re available and interested in the opportunity, please reach out with your resume and I'd be happy to discuss next steps.

The ServiceNow Business Analyst will help design and deliver solutions on the ServiceNow platform, with a focus on Customer Service Management (CSM). This role supports EDC’s customer experience transformation by collaborating with stakeholders across onboarding, payments, claims, underwriting, and more. The BA will gather and document clear business and technical requirements, and should bring strong platform knowledge, problem-solving skills, and the ability to work both collaboratively and independently.

Title: ServiceNow Business Analyst

Term: ASAP - December 2025

Location: Remote

Security Clearance: Must hold a valid Canadian Reliability Security Clearance.

Primary Responsibilities:

• Collaborate with stakeholders to gather and analyze business requirements across customer experience journeys (e.g., onboarding, payments, claims, underwriting, customer management).
• Lead and facilitate workshops to define service desk and ticket management processes.
• Translate business needs into user stories, functional specifications, and workflow designs.
• Design and document catalog items, approvals, permissions, and process flows.
• Identify data sources and contribute to high-level data modeling.
• Configure and support ServiceNow CSM modules, leveraging Flow Designer, Workflow Data Fabric, and Automation Center.
• Conduct user acceptance testing (UAT) and support successful deployment of solutions.
• Provide training and post-deployment support to end-users.
• Collaborate with architecture owners and change management teams to align solutions with enterprise standards.

Top Skills Required:

• Minimum of 5 years of applied experience on the ServiceNow platform, with a focus on CSM.
• Appropriate ServiceNow certifications.
• Excellent communication skills in English is a must

Other Skills Required:

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Proven experience as a Business Analyst in ServiceNow CSM.
• Excellent analytical and problem-solving skills.
• Strong understanding of configuration vs. customization in ServiceNow.
• Experience with Flow Designer, Workflow Data Fabric, and Automation Center.
• Familiarity with Azure DevOps and Agile requirement management.
• Effective communication and interpersonal skills.
• Ability to work independently and manage competing priorities.
• Experience supporting or enabling citizen development initiatives on the ServiceNow platform.