Our client in the public sector is seeking a ServiceNow Analyst with expertise in IT Asset Management - HAM and SAM to act as a liason between business stakholeders and technical teams.

Duration: 1 year with 1 year extension option

Location: hybrid 2d/week Toronto

Responsibilities:

• Lead workshops and interviews with business units, procurement, ITAM, and compliance teams to capture current state processes and pain points.
• Elicit and document functional and non-functional requirements for hardware asset lifecycle, stockroom operations, and integration needs.
• Translate business needs into clear user stories with acceptance criteria in line with Agile best practices.
• Act as the main point of contact for business stakeholders, ensuring expectations are managed and aligned with the project roadmap.
• Facilitate regular status updates, demo sessions, and backlog prioritization meetings.
• Navigate competing priorities across IT, procurement, audit/compliance, and asset owners.
• Support product owner in backlog grooming, sprint planning, and prioritization of HAM and SAM features.
• Collaborate with developers, testers, and platform owners to ensure timely and quality delivery.
• Participate in daily stand-ups, retrospectives, and sprint reviews.
• Document AS-IS and TO-BE process flows for the asset lifecycle, from request to retirement.
• Identify gaps, inefficiencies, and opportunities for automation using HAM Pro features.
• Recommend solutions aligned with industry best practices and ServiceNow capabilities.
• Develop user guides, SOPs, training materials, and communication plans for rollout.
• Prepare and present reports, status updates, and executive summaries.
• Ensure clarity, consistency, and traceability of all documentation.

Requirements

• 5+ years of experience as a Business Analyst in IT projects preferred in Asset Management.
• 2–3 years of experience in ServiceNow Processes, preferably in Asset Management, ITSM/ITOM implementations.
• Proven experience working in Agile/Scrum environments.
• Strong track record in stakeholder engagement, process reengineering, and delivering platform-based solutions.
• In-depth understanding of IT Asset Management (ITAM) principles and asset lifecycle processes.
• Hands-on knowledge of ServiceNow HAM module, stockroom operations, and asset discovery integrations.
• Familiarity with CMDB, ITSM, hardware and software licensing concepts is required.
• Certifications (Any one ore more preferred but optional): Certified System Administrator (CSA), ITIL 4 Foundation – Foundational knowledge of ITSM processes and service lifecycle, Certified Implementation Specialist – Hardware Asset Management (CIS–HAM), Certified Implementation Specialist – IT Asset Management (CIS–ITAM), Certified Business Analysis Professional (CBAP) – by IIBA