Agile Business Analyst – ServiceNow Project

Job Title: Agile Business Analyst – ServiceNow Project

Location: Remote (Montréal, Quebec) Contract Type: Long-term, ongoing contract Language Requirement: Bilingual (French & English)

Overview

Our top client is seeking an Agile Business Analyst consultant to work remotely in Quebec on a long-term ServiceNow project. The consultant will play a key role in bridging business needs and ServiceNow capabilities, working closely with stakeholders, Product Owners, and technical teams in an Agile environment. Consultant needs to be French speaking and fluent in English as well

Key Responsibilities

• Gather, analyze, and formalize business and user requirements related to ServiceNow through workshops, interviews, process analysis, and documentation.
• Translate business needs into clear functional requirements, including user stories, use cases, mockups, and acceptance criteria, for the relevant ServiceNow modules.
• Propose solutions based on ServiceNow native capabilities, prioritizing configuration over custom development whenever possible.
• Configure the ServiceNow platform, including forms, workflows, business rules, service catalogs, notifications, portals, and reports, in alignment with established standards.
• Collaborate with the Product Owner to prioritize the backlog, estimate effort, clarify dependencies, and prepare sprints and releases.
• Document implemented solutions, including functional specifications, configurations, process diagrams, and IT reference documentation.
• Contribute to data and process quality (e.g., CMDB, service management, automations) by identifying opportunities for continuous improvement.
• Support the Customer Experience / OCM ServiceNow team in the preparation of training materials and in helping users understand changes.
• Provide second-level support for advanced ServiceNow functionalities in collaboration with IT support teams and external partners.

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.