senior business analyst.

We are seeking a highly analytical and technically adept Senior Business Analyst for an exciting hybrid contract opportunity based in Toronto. In this role, you will leverage your deep expertise in ServiceNow to bridge the gap between business requirements and technical execution across multiple technology domains.

As a senior member of the team, you will analyze, map, and optimize core configuration management structures, ensuring that application, network, and infrastructure components align perfectly with business services. This role requires a solid grasp of ITIL processes, the software development lifecycle (SDLC), and the critical role that configuration management plays in enterprise service delivery.

Location: Toronto, ON (Hybrid - 3 days/week in-office)

Contract Duration: 6 months

Advantages
High-Visibility Platform Ownership: Drive critical configuration and discovery strategies on an enterprise-scale ServiceNow deployment.

Diverse Technical Exposure: Work across a broad spectrum of technology domains, from cloud virtualization and networking to advanced service portals.

Strategic Hybrid Flex: Benefit from a balanced hybrid routine (3 days in-office, 2 days remote) right in the heart of Toronto.

Collaborative Agile Environment: Engage with mature Agile 2.0 frameworks and a highly collaborative team of engineering and scrum professionals.

Responsibilities
Business & Service Analysis: Gather, analyze, and translate complex business needs into precise technical requirements within the ServiceNow platform.

Configuration Management & Modeling: Define and maintain data relationships within the ServiceNow CMDB data model using Common Service Data Model (CSDM) best practices.

Service Mapping Oversight: Collaborate on the design and implementation of ServiceNow ITSM, ITOM Discovery, and Service Mapping initiatives to ensure clear visibility into service dependencies.

Cross-Functional Collaboration: Act as the key conduit between Business Analysts, Scrum Masters, and Engineers to discuss, refine, and troubleshoot technical specifications.

Agile Delivery Support: Participate actively in the SDLC using ServiceNow Agile 2.0 and optimize user experiences within the ServiceNow ServicePortal.

Architecture Alignment: Evaluate and document how applications, infrastructure (Windows, Linux), virtualization (VMware, Hyper-V), and network components work together to deliver business value.

Process Governance: Ensure all deliverables and business analysis practices align strictly with ITIL frameworks and project delivery standards.

Qualifications
ServiceNow Expertise: 5+ years of dedicated experience working with the ServiceNow CMDB data model (CSDM).

ITOM & ITSM Mastery: 5+ years of proven experience with ServiceNow ITSM, ITOM Discovery, and Service Mapping.

Core Technical Domain Knowledge: Broad understanding of business application architecture, infrastructure (Windows Server, Linux), virtualization (VMware, Hyper-V), and networking (switches, routers, firewalls, and the OSI model).

Framework Familiarity: Strong foundational knowledge of ITIL processes and how Configuration Management underpins successful enterprise service delivery.

Platform Tooling: Hands-on familiarity with ServiceNow Agile 2.0 and ServiceNow ServicePortal.

Communication & Collaboration: Exceptional ability to lead requirement workshops, translate technical jargon for business stakeholders, and actively troubleshoot alongside engineering teams.

Summary
If you're interested in the Senior Business Analyst role based in Toronto, we encourage you to apply online at

Only qualified candidates will be contacted for the next steps. We look forward to hearing from you!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to View email address on randstad.com to ensure their ability to fully participate in the interview process.

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