Business Systems Analyst - ServiceNow SAM/ITAM

Job Description

Business Systems Analyst - ServiceNow SAM/ITAM
On behalf of our Banking client, Procom is searching for a Business Systems Analyst - ServiceNow SAM/ITAM for a 6-month role. This position is a hybrid position with 2 days onsite at our client’s Toronto office.

Business Systems Analyst - ServiceNow SAM/ITAM - Job Description:
This role supports the bank’s software asset management and IT asset management initiatives by enhancing and governing ServiceNow Asset Management and Configuration Management capabilities. The analyst will collaborate with stakeholders and technical teams to analyze requirements, improve processes, and optimize platform functionality, ensuring effective software asset governance and data quality.

Business Systems Analyst - ServiceNow SAM/ITAM - 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 enhancement, optimization, and governance of Software Asset Management (SAM Pro), Hardware Asset Management (HAM Pro), CMDB, Service Mapping, and Discovery processes.
• Analyze current processes and recommend improvements to asset lifecycle management, configuration management, and operational workflows.
• Assist in designing and implementing ServiceNow enhancements including requirements definition, user stories, process flows, acceptance criteria, and testing.
• Collaborate with CMDB administrators to improve configuration item accuracy, completeness, relationships, data quality, and governance.
• Support alignment of CMDB processes with ITIL best practices.
• Develop and maintain reporting requirements, dashboards, and operational metrics within ServiceNow.

Business Systems Analyst - ServiceNow SAM/ITAM - Mandatory Skills:
• 7-10 years of relevant experience.
• Proven experience as a Business Systems Analyst working 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.

Business Systems Analyst - ServiceNow SAM/ITAM – Nice-to-Have Skills:
• ServiceNow Certified System Administrator or related certifications.
• Experience supporting enterprise-scale ServiceNow implementations.
• Knowledge of 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.

Business Systems Analyst - ServiceNow SAM/ITAM – Assignment Length:
This is a 6-month contract position with the possibility of extension.

Business Systems Analyst - ServiceNow SAM/ITAM - Start Date:
ASAP.

Business Systems Analyst - ServiceNow SAM/ITAM - Assignment Location:
Toronto, Ontario, Canada. This is a hybrid role with 2 days in the office per week.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.