Senior Business Systems Analyst, ServiceNow CSM - EN 125

Senior Business Systems Analyst, ServiceNow CSM

Position: Senior Business Systems Analyst, ServiceNow CSM Employment Type: Permanent Location: Export Development Canada headquarters in Ottawa or Community Hubs in Toronto, Calgary, and Halifax Application deadline: September 16th, 2026 12:00PM ET

About EDC

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.

Why Join EDC?

• 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.

Team Overview

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.

What you will be doing

• 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.

What we are looking for

• 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…

Work Model

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).

Relocation assistance is available for candidates who meet the eligibility criteria.