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ServiceNow Functional Business Analyst
Job Description
Duration: 12 Months
- Requirements Gathering & Analysis:
Collaborate with stakeholders from IT, HR, and SIR to elicit, document, and prioritize business requirements. Conduct workshops, interviews, and process analysis to identify improvement opportunities aligned with business objectives. - User Story Development:
Create clear, concise user stories with detailed acceptance criteria. Ensure stories are well understood and agreed upon by both stakeholders and the development team. Break down complex requirements into manageable increments for agile delivery. - Agile Process Facilitation:
Participate actively in agile ceremonies such as sprint planning, daily stand-ups, and retrospectives. Support backlog prioritization in partnership with the product owner to ensure alignment with strategic goals. - Solution Collaboration & Testing:
Work closely with ServiceNow developers to design feasible solutions that meet business needs and align with platform best practices. Coordinate and participate in testing activities, including developing test plans and scripts. - Documentation & Training:
Maintain comprehensive documentation of business processes, requirements, and delivered solutions. Provide end-user training and support as required to maximize adoption and success.
- Experience:
3–5 years as a Business Analyst, preferably with hands-on ServiceNow experience focusing on ITSM, HR, and SIR modules. - Education:
Degree or diploma in Information Technology, Business Administration, or related discipline. - Technical Skills:
Proficient with ServiceNow platform functionality and modules (ITSM, HR, SIR).
Strong knowledge of agile methodologies and user story creation.
Familiarity with acceptance criteria and backlog management. - Soft Skills:
Excellent verbal and written communication.
Strong problem-solving skills.
Ability to collaborate effectively across teams and with diverse stakeholders. - Preferred Certifications:
ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).
Experience with ServiceNow Agile 2.0 framework is a plus.
Meet Your Recruiter
Christopher Malcovish
Sr. Recruiter / Account Manager
As a Senior Technical Recruiter at Spirit Omega Staffing in Calgary, Alberta, I lead full-cycle recruitment for complex engineering and technology positions across multiple industries, with a strong emphasis on the oil and gas sector. With over 12 years of experience in talent acquisition and human resources, I bring a deep understanding of the unique workforce demands across sectors such as energy, biomedical, commercial property management, aerospace, and defense.
At Spirit Omega, I partner with hiring managers, C-suite leaders, and project stakeholders to deliver customized staffing solutions that align with business strategy and technical requirements. My expertise includes sourcing and securing high-caliber candidates for roles in software development, infrastructure, automation, mechanical and electrical engineering, and project management. I maintain and optimize applicant tracking systems (ATS), including Avature, and ensure a seamless candidate experience from outreach through onboarding.
I also work closely with immigration teams and third-party vendors to support workforce mobility and compliance in both Canadian and U.S. markets. A SHRM-CP certified professional, I hold a BA and MS in Human Resources Management and Services from Southern New Hampshire University.
My mission at Spirit Omega is to build diverse, qualified talent pipelines that fuel innovation and performance across the industries shaping our future — from energy and infrastructure to advanced technology and defense — with a special focus on oil and gas-related engineering roles that are critical to operational success and long-term sustainability.