Sr Business Systems Analyst

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity:

Who we are looking for:

We are seeking a Senior Business Systems Analyst (BSA) to support and evolve our ServiceNow platform, with a primary focus on IT Service Management (ITSM) capabilities. This role is a backfill for a senior platform analyst position and will perform the work currently handled by senior analysts supporting ServiceNow operations and governance.

The successful candidate will partner closely with business stakeholders, ServiceNow product owners, technical delivery teams, and vendors to ensure the platform is operated, enhanced, and governed in alignment with enterprise standards. This role balances operational stability with continuous improvement and acts as a senior functional authority for ServiceNow usage and decision‑making.

What you will do:

ServiceNow Platform Ownership & Governance

•  Act as a senior functional owner for ServiceNow modules, including ITSM processes such as Incident, Problem, Change, Request, and CMDB.
• Ensure platform usage aligns with operational standards, governance models, and change management processes.
• Serve as an escalation point for day‑to‑day functional and operational questions related to ServiceNow.

Business Systems Analysis & Improvement

• Analyze current‑state ServiceNow processes and usage to identify gaps, constraints, and improvement opportunities.
• Partner with business stakeholders and product owners to define future‑state processes and functional requirements.
• Translate business needs into clear, actionable requirements, user stories, and functional designs aligned to target outcomes.

Stakeholder Engagement & Enablement

• Build strong working relationships with IT operations teams, business partners, and leadership.
• Facilitate workshops, working sessions, and reviews to align on requirements, changes, and priorities.
• Support enablement efforts by helping teams understand and adopt ServiceNow capabilities effectively.

Delivery & Operational Support

• Support delivery teams through the lifecycle of ServiceNow enhancements, from intake through deployment.
• Coordinate and support User Acceptance Testing (UAT) across multiple process areas.
• Ensure changes meet operational readiness, compliance, and quality expectations.

Reporting, Insights & Risk Support

• Partner with stakeholders to support reporting and insights related to platform usage and performance.
• Assist with audit and compliance activities, including administrative access and privileged role reviews.
• Support release coordination activities tied to platform changes and enhancements.

What you Bring:

• 7+ years of experience as a Business Systems Analyst or Senior Business Analyst in an enterprise IT environment.
• Hands‑on experience with the ServiceNow platform in a production environment (this is a core requirement).
• Strong understanding of IT Service Management (ITSM) processes such as Incident, Problem, Change, Request, and CMDB.
• Experience working with cross‑functional teams including business stakeholders, product owners, developers, and system administrators.
• Demonstrated ability to analyze complex processes, document requirements, and support solution delivery.
• Strong communication skills, with the ability to explain technical concepts to non‑technical audiences.

Preferred Qualifications (Nice to Have, Not Required)

• We recognize that not every candidate will bring all of the following. These are assets, not prerequisites:
• Experience supporting ServiceNow platform transformations or large‑scale enhancements.
• Exposure to IT governance, audit, or cyber‑security processes.
• Experience working with external vendors or system integrators.
• Familiarity with reporting, metrics, or operational insights within ServiceNow.
• Experience acting as a senior escalation point or functional lead for a platform.

​To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON 
Travel Requirements: Up to 10%
Background Check(s) Required: Criminal Record and Credit Check 
Posting Category/Function: Technology & Information Technology
Requisition ID: 317411

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes:  Technology