Senior Business Systems Analyst, ServiceNow CSM
Export Development Canada·Ottawa, Canada · Toronto, Canada · Calgary, Canada · +5 more·Listed 5 days ago
- Compensation
- CA$96,557 – CA$128,743Base + Bonus
- Experience
- 7+ yrs
Application deadline: September 16th, 2026 12:00PM ET
Join the EDC Team!
At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.
Position: Senior Business Systems Analyst, ServiceNow CSM
Employment Type: Permanent
Export Development Canada operates under a hybrid work model, with employees currently required to work from the office two days per week. Effective September 2026, this requirement will increase to three days per week and will be implemented gradually through a phased approach based on employee location. (subject to change).
This role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, Calgary and Halifax.
Relocation assistance is available for candidates who meet the eligibility criteria.
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.
Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays.
Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.
The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC:
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization.
Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.
Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.
As EDC modernizes ServiceNow Customer Service Management (CSM), the Digital Platform Delivery & Architecture group is seeking a Senior Business Systems Analyst, ServiceNow CSM to lead business systems analysis activities for complex CSM initiatives, enhancements, defects, and platform improvements.
This is a senior business systems analysis role focused on platform delivery, requirements leadership, CSM process detail, stakeholder alignment, and solution quality. The successful candidate will work independently with business stakeholders, Product Owners, developers, architects, QA, and platform teams to move work from early idea through delivery, testing, release readiness, and operational support.
This role is not just a requirements documenter. It requires someone who can understand business problems, challenge unclear requirements, identify impacts across workflows and integrations, and help the team deliver clean, scalable CSM capabilities that align with ServiceNow platform standards.
Lead business systems analysis activities supporting ServiceNow Customer Service Management (CSM) initiatives, enhancements, platform improvements, and defect resolution.
Partner with Product Owners, business stakeholders, architects, developers, QA teams, and platform teams to gather, analyze, and document business requirements, user stories, acceptance criteria, process flows, and test scenarios.
Lead the analysis and design of ServiceNow CSM capabilities, including case management, customer journeys, intake processes, workflow orchestration, service delivery models, assignment rules, notifications, reporting, and user experience requirements.
Analyze current-state processes and identify opportunities to simplify, standardize, automate, and enhance service delivery through ServiceNow capabilities, workflow automation, intelligent case management, and AI-enabled solutions.
Support the evolution of ServiceNow service models, business capabilities, data relationships, and platform governance in alignment with enterprise architecture standards and the Common Service Data Model (CSDM).
Collaborate with technical teams to evaluate solution options, define functional designs, and ensure business requirements are delivered through scalable solutions that minimize customization and technical debt.
Support backlog management and Agile delivery activities by identifying scope, dependencies, risks, assumptions, priorities, and implementation sequencing.
Assess cross-functional and cross-system impacts involving ServiceNow CSM, Salesforce, customer portals, reporting platforms, integrations, and downstream operational processes.
Support testing activities, including UAT planning and execution, defect triage, business validation, and release readiness to ensure successful implementation and adoption.
Troubleshoot production issues by analyzing business impacts, process gaps, system behaviour, data integrity concerns, and workflow inconsistencies.
Maintain comprehensive documentation, including business requirements, process maps, traceability matrices, decision logs, support documentation, and release materials.
Provide guidance and mentorship to other analysts while contributing to continuous improvement initiatives related to ServiceNow delivery practices, documentation standards, stakeholder engagement, and Agile ways of working.
University degree in Business, Information Technology, Computer Science, Engineering, Business Technology Management, or a related discipline.
Minimum 7 years of experience in Business Analysis, Business Systems Analysis, Product Delivery, or large-scale enterprise technology initiatives.
Significant experience leading requirements gathering, business process analysis, and solution delivery activities for enterprise technology platforms in complex organizational environments.
Experience working with ServiceNow, particularly Customer Service Management (CSM), Case Management, CRM, or similar workflow and service management platforms.
Strong understanding of customer service operations, case management, workflow automation, service delivery models, customer journeys, and process transformation initiatives.
Experience analyzing, documenting, and validating business and functional requirements, user stories, acceptance criteria, process flows, test scenarios, and other project and release-related documentation.
Experience working in Agile delivery environments, including backlog refinement, sprint planning, UAT coordination, defect triage, release planning, and collaboration with cross-functional product and technology teams.
Strong facilitation and stakeholder management skills, with the ability to engage business and technical audiences, challenge assumptions, clarify ambiguous requirements, and drive alignment on scalable platform-based solutions.
Experience identifying opportunities to simplify, standardize, automate, and modernize business processes through workflow automation, intelligent case management, AI-enabled capabilities, or digital service delivery solutions.
Working knowledge of ServiceNow platform concepts, including cases, accounts, contacts, services, SLAs, assignment rules, notifications, roles, knowledge management, reporting, dashboards, workflow configuration, and Common Service Data Model (CSDM) concepts.
Experience assessing cross-system impacts and dependencies across platforms such as ServiceNow, Salesforce, customer portals, reporting tools, integrations, and downstream operational systems.
Demonstrated ability to mentor or guide other analysts while producing clear, practical documentation and fostering best practices in requirements management, stakeholder engagement, and Agile delivery.
Excellent communication, analytical, and problem-solving skills, with the ability to translate complex business needs into actionable technology solutions.
Experience implementing, supporting, or optimizing ServiceNow Customer Service Management (CSM) solutions within large enterprise environments.
Experience leading business analysis activities for platform modernization, service transformation, enterprise case management, customer experience, or service design initiatives.
Knowledge of ServiceNow AI and automation capabilities, including Now Assist, Virtual Agent, AI Search, intelligent workflows, customer self-service, and other AI-enabled service delivery solutions.
Experience with ServiceNow platform capabilities such as Performance Analytics, Reporting, Knowledge Management, Service Catalog, App Engine, Virtual Agent, and Automation Center.
Experience working with Salesforce, CRM platforms, customer portals, enterprise integrations, APIs, data flows, and related system architecture concepts.
Experience supporting digital transformation, operational improvement, automation, or service delivery modernization initiatives.
Experience working within financial services, Crown corporations, government, regulatory, or other large complex enterprise environments.
ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS-CSM), Certified Application Developer (CAD), or other relevant ServiceNow credentials.
Professional certifications such as Certified Business Analysis Professional (CBAP), PMI Professional in Business Analysis (PMI-PBA), or equivalent business analysis certifications.
Bilingualism in both official languages (English and French).
EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. Internal applicants must also meet EDC's eligibility criteria for applying to internal opportunities. For more information, please refer to Section 2.1 in the Talent Acquisition Standard, available on LINK under the Resources tab in the Policies & Procedures section. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.
The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date. Ready to make a difference? This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.
Apply today!
Want to learn more about EDC? Check our website at https://www.edc.ca
Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.
We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.
Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.
EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at accessibility@edc.ca. We are here to support you every step of the way.
By applying for this job you acknowledge that you have read and understood EDC’s Privacy Notice for Job Applicants, which outlines how we collect, use, retain, and safeguard personal information during the recruitment process, as well as your rights of access and correction
RevOps Roles analysis
Benefits, tools, and company context we extract from the full posting and classify, so you can scan in seconds what the write-up buries in prose.
Opens in a new tab
Anna Verruno— LinkedIn profile, opens in a new tab
Manager, Talent Acquisition
Peter Marisette— LinkedIn profile, opens in a new tab
Talent Acquisition Advisor
If you're named here and want your details removed, email us.
Export Development CanadaExport Development Canada (EDC) is Canada's official export credit agency, a Crown corporation providing trade finance, export credit insurance, bonding services, and foreign market expertise to Canadian businesses expanding internationally.
Visit website