ServiceNow SAM/ITAM Business Systems Analyst

OVERVIEW

We are seeking a skilled ServiceNow SAM/ITAM Business Systems Analyst to support our Software Asset Management (SAM) and IT Asset Management (ITAM) initiatives. In this role, you will be responsible for establishing, documenting, and maintaining sustainable processes and controls for software asset governance throughout their lifecycle. You will collaborate with various stakeholders, including security teams and SAM administrators, to ensure effective management of software assets and contribute to strategic SAM initiatives.

The ideal candidate will possess extensive experience with the ServiceNow platform, particularly in SAM Pro, HAM Pro, and CMDB functionalities. You will work closely with business stakeholders and IT teams to analyze requirements, improve processes, and optimize ServiceNow capabilities. Your strong communication skills and ability to translate business needs into technical solutions will be key to your success in this collaborative environment.

Location: Toronto, ON (Hybrid)

Contract Length: 6 months with possibility of extension or conversion to FTE

Pay: T4 $75-80 / IC $88-92

Hours: 8:30 AM - 5:00 PM

RESPONSIBILITIES

• Partner with business stakeholders, IT teams, and CMDB administrators to gather, analyze, and document requirements related to ServiceNow Asset Management and CMDB capabilities.
• Support the ongoing enhancement, optimization, and governance of Software Asset Management (SAM Pro), Hardware Asset Management (HAM Pro), Configuration Management Database (CMDB), Service Mapping, and discovery processes.
• Analyze current-state processes and recommend improvements to asset lifecycle management, configuration management, and operational workflows.
• Assist with the design and implementation of ServiceNow enhancements, including requirements definition, user stories, process flows, acceptance criteria, and testing.
• Collaborate with CMDB administrators to improve CI accuracy, completeness, relationships, data quality, and governance.
• Support configuration and alignment of CMDB processes with ITIL best practices.
• Develop and maintain reporting requirements, dashboards, and operational metrics within ServiceNow.
• Analyze data quality issues and work with technical teams to identify root causes and remediation approaches.
• Create documentation including process maps, requirements documents, user guides, and operational procedures.

QUALIFICATIONS

• 7-10 years of relevant experience as a Business Systems Analyst, specifically with the ServiceNow platform.
• Strong understanding of IT Asset Management (ITAM) concepts and processes.
• Hands-on experience or strong functional knowledge of ServiceNow SAM Pro, HAM Pro, CMDB, Discovery, Service Mapping, and ServiceNow reporting and dashboards.
• Experience working with CMDB teams or administrators to improve data quality and governance.
• Strong requirements gathering, documentation, and stakeholder management skills.
• Ability to translate business requirements into technical solutions effectively.
• Experience with Agile delivery methodologies, including user stories, backlog refinement, and acceptance testing.

TECHNICAL SKILLS

• ServiceNow SAM Pro
• ServiceNow HAM Pro
• Configuration Management Database (CMDB)
• ServiceNow Discovery
• Service Mapping
• ServiceNow reporting and dashboards

PREFERRED

• ServiceNow Certified System Administrator or related ServiceNow certifications.
• Experience supporting enterprise-scale ServiceNow implementations.
• Experience with CMDB health metrics, reconciliation rules, identification and reconciliation engine (IRE), and CI lifecycle management.
• Experience with integrations impacting asset and configuration data.
• Familiarity with IT operations processes and enterprise technology environments.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.