Senior Business Systems Analyst (ServiceNow)

Reference Code 3507

Country: Canada; United States

US Locations: USA - Hermitage; USA - Nashville; USA - Tampa

Non-US Locations: CAN - Sw Ontario; CAN - Toronto

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

Work you'll do

Role summary This is a mid-to-senior Business Analyst role within a Center of Excellence (COE) focused on ServiceNow. The BA will act as a key liaison between business units, the COE, and the ServiceNow delivery/engineering teams. You’ll lead complex requirements gathering, translate business needs into ServiceNow solutions, manage client relationships, and mentor junior Business Analysts. The role combines deep business analysis, client service management, hands-on ServiceNow knowledge, and team leadership to drive strategic outcomes across the enterprise.

Key responsibilities

• Stakeholder engagement & liaison: Serve as the primary point of contact between business units, COE leadership, and ServiceNow development teams; build trusted relationships and manage expectations.
• Requirements elicitation & analysis: Lead workshops, interviews, and process discovery to capture detailed business requirements, use cases, and acceptance criteria.
• Solution design & translation: Translate business needs into ServiceNow functional specifications, user stories, configuration guidance, and process flows. Validate proposed designs with stakeholders and technical teams.
• Client service management: Own the client relationship for assigned portfolios—manage priorities, SLAs, change requests, and communication during delivery and post-implementation support.
• Project collaboration: Work closely with Product Owners, Release Managers, developers, QA, and operations to ensure successful delivery and adoption of ServiceNow releases.
• Leadership & mentoring: Provide day-to-day leadership and coaching to junior Business Analysts—review their deliverables, guide analysis techniques, and support career development.
• Process improvement & governance: Recommend process improvements, ensure alignment with COE standards and governance, and promote reuse of components, patterns, and best practices.
• Testing & acceptance: Define test criteria, coordinate user acceptance testing (UAT), validate defects, and ensure delivered features meet business needs.
• Reporting & performance measurement: Track KPIs, prepare status reports and executive presentations, and report on value realization of ServiceNow investments.
• Change management & adoption: Develop support materials, run training or demos, and help business teams adopt new ServiceNow capabilities.

The team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Qualifications

Must-have skills & qualifications

• Education: Bachelor’s degree in Business, IT, Computer Science, or related field.
• Business analysis & problem solving: 5+ years proven strong business analysis, analytical thinking, and problem-solving skills with experience handling complex, cross-functional problems.
• Communication & facilitation: Excellent verbal and written communication skills. Demonstrated strength in presentation, workshop facilitation, and stakeholder negotiations.
• ITIL familiarity: Experience with ITIL processes and concepts (incident, problem, change, service request, CMDB, service catalog).
• ServiceNow experience: Solid hands-on experience with ServiceNow—configuration, workflows, modules, development lifecycle, or in a BA capacity closely tied to ServiceNow delivery.
• Leadership: Experience leading, mentoring, or supervising junior BAs or equivalent team members.
• Client-focused mindset: Strong client service orientation with experience managing expectations and delivering to SLAs.

Preferred (nice-to-have) skills

• ServiceNow modules: Knowledge or experience with Strategic Portfolio Management (SPM) and Workplace Service Delivery (WSD) is a plus.
• Additional ServiceNow modules: Familiarity with ITSM, HRSD, CSM, ITOM, or integrations is beneficial.
• Technical fluency: Experience with integrations (APIs), data mapping, scripting basics in ServiceNow, or working with configuration and release pipelines.
• Certifications: ServiceNow Certified System Administrator, Certified Implementation Specialist, or relevant business analysis certifications (CBAP, PMI-PBA) are advantageous.
• Portfolio & program experience: Experience supporting strategic portfolios, roadmaps, or enterprise transformation initiatives.

Critical selection factors

• Communication & presentation: Ability to present complex information simply and persuasively to technical and non-technical audiences, including executives.
• Strategic thinking: Capacity to think beyond immediate requirements—driving solutions that align with COE strategy and enterprise goals.
• Leadership capability: Demonstrated aptitude for coaching junior BAs, driving consensus, and influencing without direct authority.
• Client service orientation: Proven track record delivering excellent client outcomes, proactively managing stakeholder expectations, and owning client escalations.
• Delivery focus: Hands-on approach to ensuring features are delivered, adopted, and delivering measurable business value.

Our culture

At Deloitte Global people are valued and respected for who they are – with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.

Professional development

From entry-level employees to senior leaders, we believe in investing in you, helping you identify and hone your unique strengths at every step of your career. We offer opportunities to build new skills, take on leadership opportunities, and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Benefits

At Deloitte, we value our people and offer employees a broad range of benefits. Our Total Rewards program reflects our continued commitment to lead from the front in everything we do—that’s why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being.

Recruiting for this role ends on 04/30/2026.

Deloitte Global is required by local law to include a reasonable estimate of the compensation range for this role for individuals applying to work in our [Open Cities Requiring Pay Disclosure] locations. This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and delivery model. We would not anticipate that the individual hired into this role would land at or near the top end of the range, but such a decision will be dependent on the facts and circumstances of each case. A reasonable estimate of the range is - for individuals applying to work in these locations.