ServiceNow Asset Management / ITAM Business Systems Analyst / Application Software Specialist

Position: Application Software Specialist - Expert

Location: Toronto, ON - Hybrid

Duration: 6 months Contract

Hybrid, 1-3 days in office

Position Title: ServiceNow Asset Management / ITAM Business Systems Analyst.

Job Description:

Structure:

Role Mandate

The Software Asset Management (SAM) Specialist is responsible for supporting the bank''s inventory management and software asset management initiatives by establishing, documenting, and maintaining sustainable, audit-ready processes and controls. This role partners with security teams, service desk, end users, and SAM administrators to ensure software assets are effectively governed throughout their lifecycle, including end-of-life support. The candidate will lead process documentation, stakeholder communications, and training activities. As a key member of a small, collaborative team, this individual will have the opportunity to take ownership of strategic SAM initiatives, develop deep expertise in software governance, and contribute to building practices that are highly transferable across the financial services industry.

Job Description

We are seeking an experienced Business Systems Analyst (BSA) to support our ServiceNow Asset Management and Configuration Management capabilities. This role will work closely with stakeholders, platform teams, and CMDB administrators to analyze business requirements, improve processes, and optimize ServiceNow capabilities across asset management, discovery, service mapping, and reporting.

The ideal candidate will have strong knowledge of the ServiceNow platform, particularly SAM Pro, HAM Pro, CMDB, Service Mapping, and IT Asset Management (ITAM) processes, with the ability to translate business needs into effective platform solutions.

Key Responsibilities

·       Partner with business stakeholders, IT teams, and CMDB administrators to gather, analyze, and document requirements related to ServiceNow Asset Management and CMDB capabilities.

·       Support the ongoing enhancement, optimization, and governance of:

o  Software Asset Management (SAM Pro)

o  Hardware Asset Management (HAM Pro)

o  Configuration Management Database (CMDB)

o  Service Mapping

o  Discovery and asset data quality processes

·       Analyze current-state processes and recommend improvements to asset lifecycle management, configuration management, and operational workflows.

·       Assist with the design and implementation of ServiceNow enhancements, including requirements definition, user stories, process flows, acceptance criteria, and testing.

·       Collaborate with CMDB administrators to improve CI accuracy, completeness, relationships, data quality, and governance.

·       Support configuration and alignment of CMDB processes with ITIL best practices.

·       Develop and maintain reporting requirements, dashboards, and operational metrics within ServiceNow.

·       Analyze data quality issues and work with technical teams to identify root causes and remediation approaches.

·       Create documentation including process maps, requirements documents, user guides, and operational procedures.

Must Haves

·       7-10 years of relevant experience.

·       Proven experience as a Business Systems Analyst working with the ServiceNow platform.

·       Strong understanding of IT Asset Management (ITAM) concepts and processes.

·       Hands-on experience or strong functional knowledge of:

o  ServiceNow SAM Pro

o  ServiceNow HAM Pro

o  CMDB

o  Discovery

o  Service Mapping

o  ServiceNow reporting and dashboards

·       Experience working with CMDB teams or administrators to improve data quality and governance.

·       Strong requirements gathering, documentation, and stakeholder management skills.

·       Ability to translate business requirements into technical solutions.

·       Experience with Agile delivery methodologies, including user stories, backlog refinement, and acceptance testing.

Nice to Haves

·       ServiceNow Certified System Administrator or related ServiceNow certifications.

·       Experience supporting enterprise-scale ServiceNow implementations.

·       Experience with CMDB health metrics, reconciliation rules, identification and reconciliation engine (IRE), and CI lifecycle management.

·       Experience with integrations impacting asset and configuration data.

·       Familiarity with IT operations processes and enterprise technology environments.