ServiceNow Analyst

Job Title: ServiceNow Analyst
Location: Remote (Montréal, Quebec)
Contract Type: Long-term, ongoing contract
Language Requirement: Bilingual (French & English)

Overview

Our top client is seeking a ServiceNow Analyst consultant to work remotely in Quebec on a long-term ServiceNow project. The consultant will play a key role in analyzing business needs, supporting ServiceNow platform configuration and optimization, and serving as a liaison between stakeholders, Product Owners, and technical teams in an Agile environment. The consultant must be French speaking and fluent in English.

Key Responsibilities

• Gather, analyze, and formalize business and user requirements related to ServiceNow through workshops, interviews, process analysis, and documentation.
• Translate business needs into clear functional requirements, including user stories, use cases, process flows, and acceptance criteria for ServiceNow solutions.
• Analyze existing business processes and recommend improvements leveraging ServiceNow best practices and native platform capabilities.
• Configure and maintain the ServiceNow platform, including forms, workflows, business rules, service catalogs, notifications, portals, reports, and dashboards in alignment with established standards.
• Act as a functional ServiceNow subject matter expert, supporting stakeholders in the evaluation, design, and implementation of platform enhancements.
• Collaborate with developers, administrators, and Product Owners to prioritize the backlog, estimate effort, clarify dependencies, and prepare sprints and releases.
• Participate in solution testing, validation, and user acceptance testing (UAT) to ensure business requirements are met.
• Document implemented solutions, including functional specifications, configurations, process diagrams, and knowledge transfer materials.
• Contribute to data and process quality (e.g., CMDB, ITSM, service management, and automations) by identifying opportunities for continuous improvement.
• Support the Customer Experience / OCM ServiceNow team in the preparation of training materials and user adoption activities.
• Provide second-level support for advanced ServiceNow functionalities in collaboration with IT support teams and external partners.

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.