Sr Business Systems Analyst
Rogers Communications View all jobs
- Toronto, ON
- Permanent
- Full-time
- Act as a senior functional owner for ServiceNow modules, including ITSM processes such as Incident, Problem, Change, Request, and CMDB.
- Ensure platform usage aligns with operational standards, governance models, and change management processes.
- Serve as an escalation point for day‑to‑day functional and operational questions related to ServiceNow.
- Analyze current‑state ServiceNow processes and usage to identify gaps, constraints, and improvement opportunities.
- Partner with business stakeholders and product owners to define future‑state processes and functional requirements.
- Translate business needs into clear, actionable requirements, user stories, and functional designs aligned to target outcomes.
- Build strong working relationships with IT operations teams, business partners, and leadership.
- Facilitate workshops, working sessions, and reviews to align on requirements, changes, and priorities.
- Support enablement efforts by helping teams understand and adopt ServiceNow capabilities effectively.
- Support delivery teams through the lifecycle of ServiceNow enhancements, from intake through deployment.
- Coordinate and support User Acceptance Testing (UAT) across multiple process areas.
- Ensure changes meet operational readiness, compliance, and quality expectations.
- Partner with stakeholders to support reporting and insights related to platform usage and performance.
- Assist with audit and compliance activities, including administrative access and privileged role reviews.
- Support release coordination activities tied to platform changes and enhancements.
- 7+ years of experience as a Business Systems Analyst or Senior Business Analyst in an enterprise IT environment.
- Hands‑on experience with the ServiceNow platform in a production environment (this is a core requirement).
- Strong understanding of IT Service Management (ITSM) processes such as Incident, Problem, Change, Request, and CMDB.
- Experience working with cross‑functional teams including business stakeholders, product owners, developers, and system administrators.
- Demonstrated ability to analyze complex processes, document requirements, and support solution delivery.
- Strong communication skills, with the ability to explain technical concepts to non‑technical audiences.
- We recognize that not every candidate will bring all of the following. These are assets, not prerequisites:
- Experience supporting ServiceNow platform transformations or large‑scale enhancements.
- Exposure to IT governance, audit, or cyber‑security processes.
- Experience working with external vendors or system integrators.
- Familiarity with reporting, metrics, or operational insights within ServiceNow.
- Experience acting as a senior escalation point or functional lead for a platform.
- Competitive salary & annual bonus
- Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
- Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
- Paid time off for volunteering
- Company matching contributions to charities you support
- Growth & Development Opportunities:
- My Path: self-driven career development program
- Rogers First: priority in applying to internal roles of interest
- Our commitment to the environment and diversity:
- Work for an organization committed to environmental protection
- Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: Up to 10%
Background Check(s) Required: Criminal Record and Credit Check
Posting Category/Function: Technology & Information Technology
Requisition ID: 317411To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the .Posting Notes: Technology