Business Systems Analyst (ServiceNow)

This role is hybrid and requires you to be at our downtown Toronto and/or Client office at a minimum 3 days per week - subject to change at any time.

We are seeking an experienced ServiceNow Business Systems Analyst (BSA) with deep expertise in the Canadian Property & Casualty (P&C) insurance sector. The ideal candidate brings a strong blend of functional knowledge, analytical skills, and hands‑on experience supporting ServiceNow ITSM modules. This role will collaborate closely with cross-functional teams to deliver scalable solutions in an Agile environment.

**Your future duties and responsibilities**

• Analyze business processes and translate requirements into functional specifications within ServiceNow.
• Partner with product owners, developers, and stakeholders to design and optimize ITSM workflows.
• Support configuration, testing, and deployment activities across ServiceNow modules.
• Facilitate Agile ceremonies and maintain user stories in JIRA.
• Contribute to continuous improvement across service delivery and commercial insurance processes.
• Ensure clear, consistent communication across teams and stakeholders.

**Required qualifications to be successful in this role**

• Experience in the Canadian P&C Insurance industry with deep knowledge of Commercial Insurance workflows.
• 7+ years of ServiceNow BSA experience, primarily focused on ITSM modules (ITOM experience is an asset).
• Strong familiarity with Agile methodology and hands on experience using JIRA.
• Proven ability to communicate and collaborate effectively across multiple teams and stakeholder groups.
• Exceptional analytical, documentation, and problem solving skills.

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Nice to Have Qualifications

• Relevant ServiceNow certifications, such as:

o ServiceNow Certified System Administrator (CSA)

o Certified Implementation Specialist (CIS)

o ITSM, ITOM, or other module specific certifications

"CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $80,000–$130,000. This role is an existing vacancy."

#LI-GS!

**Together, as owners, let’s turn meaningful insights into action.**

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.