Business Analyst - ServiceNow, Global Finance

What if you could redefine what’s possible? With us, you can.

The Opportunity

Your Impact

• Translate business needs into clear user stories, process flows, functional requirements, business rules, data requirements, and acceptance criteria.
• Validate requirements with Finance stakeholders and technical teams to ensure they are complete, practical, and ready for development. 
• Identify opportunities to simplify, standardize, or automate processes rather than replicate manual or regional practices in the platform.
• Support the intake, analysis, and refinement of Finance ServiceNow enhancement requests.
• Maintain well-defined user stories and acceptance criteria, ensuring requests are sufficiently developed before entering delivery.
• Develop test scenarios and coordinate Finance user acceptance testing (UAT) for enhancements, integrations, and regional deployments.
• Document and triage defects, work with developers on clarification, and coordinate retesting through resolution.
• Support business sign-off and confirm that requirements, access, training, and operational-readiness activities are completed before release.
• Communicate technical considerations in practical business language and ensure business decisions are clearly understood by the delivery team. 
• Support regional onboarding by gathering local requirements, identifying valid regional differences, and aligning solutions with Global standards. 
• Assist with access validation, readiness tracking, cutover activities, hypercare, and post-release stabilization.
• Investigate recurring operational issues and help determine whether they require a process change, training, data correction, or system enhancement.
• Meet with Finance stakeholders to understand reporting and Power BI dashboard requirements.
• Document metric definitions, filters, data needs, and expected use cases.
• Connect stakeholders with the appropriate reporting and technical teams and support requirements clarification through dashboard delivery.
• Contribute to training materials, process guidance, demonstrations, and release communications.
• Support users during UAT, go-live, and hypercare while capturing recurring questions or adoption issues.
• Maintain requirements, process maps, decision logs, test evidence, and other project documentation.

The Skills That Set You Apart

• Experience as a Business Analyst supporting ServiceNow, preferably within Customer Service Management Workspace.
• Good understanding of CSM case management, forms, routing, assignment groups, queues, notifications, portals, and reporting.
• Experience facilitating workshops and translating business needs into user stories, process flows, and acceptance criteria.
• Experience coordinating UAT, managing defects, and supporting releases or regional deployments.
• Strong written communication, stakeholder-management, and problem-solving skills.
• Ability to work across global, cross-functional, and multicultural teams. 
• Experience working in Agile delivery environments. 
• Finance, shared-services, or enterprise-transformation experience would be an asset.
• ServiceNow Certified System Administrator or CSM-related certification is considered an asset. 
• Familiarity with integrations, APIs, email ingestion, data mapping, or automation.
• Familiarity with Power BI requirements gathering and operational reporting. 

Why Choose WSP?

• Proudly Canadian – we are a Top 100 Employer in Canada for 2026.
• A global community of brilliant minds – your next idea, mentor, or opportunity is always within reach.
• Limitless opportunities start here. Whether it’s across the country or around the globe, we help you tailor your role to match your ambition — because your growth drives ours.
• Flexible work, real balance – we recognize the importance of balance in our lives and encourage you to prioritize the balance in yours.

Compensation

Make Your Mark