Functional Analyst, ServiceNow
Job Summary
The Functional Analyst is responsible for translating requests from internal clients into technical functional requirements so that a developer can subsequently develop the project or enhancement on the ServiceNow platform. They actively participate in the full implementation process of new requirements. The Functional Analyst’s involvement also includes configuration, testing, deployment, prioritization, support, and documentation, with the goal of delivering dynamic and high-quality solutions.
Key Accountabilities
• Participate in the collection, analysis, and documentation of business requirements;
• Prioritize, recommend, and implement value-added solutions to meet business needs;
• Participate in the configuration of various modules;
• Document functional specifications and communicate them to developers;
• Execute and document testing activities;
• Prepare and deliver user training on configured enhancements;
• Identify and participate in the appropriate deployment strategy;
• Ensure proper follow-up on improvements;
• Provide post-implementation support as needed;
• Good understanding of integration concepts with other software systems.
Job Requirements
• Minimum of 5 years of experience as a Functional Analyst on the ServiceNow platform;
• University degree in engineering, applied sciences, information systems management, or any equivalent training;
• In-depth knowledge of the ITSM and CSM modules;
• Knowledge of other modules such as Integration Hub, Analytics Platform, ITOM, and Field Service Management is an asset;
• Excellent understanding of system integration concepts (API);
• Strong analytical skills, versatility, and quick learning ability;
• Interest in solving highly complex problems;
• Good interpersonal skills with users and team members;
• Ability to work independently and as part of a team;
• Ability to multitask effectively;
• Skilled in organizing tasks and setting priorities;
• Good knowledge with Microsoft Office tools;
• Bilingualism (French and English) is essential;
• Knowledge of MID Server is an asset.