Lead Analyst, Business Applications - ServiceNow (T & I) (Telework/Hybrid)

Responsibilities

• Leadership & Team Coordination
• Team Guidance: Provide support, assistance, guidance, and coaching to all analysts on the team to ensure high-quality deliverables.
• Workload Management: Manage the analyst team's workload based on requirements, priorities, and availability, including providing priority direction to the Scrum Master and developers.
• Strategic Alignment: In collaboration with the Senior Manager, ensure that ServiceNow solutions and roadmaps are aligned with the entire Legal, P&C / SSC portfolio.
• Agile Leadership: Lead and participate in scrum ceremonies, ensuring the technical team is aligned with business priorities.
• Primary Subject Matter Expertise
• SME Authority: Serve as the primary ServiceNow subject matter expert , specializing in platform architecture, automated workflows, and complex module configurations (ITSM).
• Solution Design: Lead high-level solution design activities, including complex requirements gathering, system analysis, and designing technical solutions that follow "out-of-the-box" best practices.
• Enterprise Integration: Lead the design and modification of integrations between ServiceNow and enterprise systems, with a specific focus on Oracle Fusion and Workday.
• Lifecycle & Quality Assurance
• Testing Oversight: Lead and coordinate all solution testing activities, including regression tests, unit tests, and user acceptance tests (UAT).
• Advanced Support: Handle third-level (Tier 3) escalations with vendors and internal teams to resolve the most complex technical issues.
• Documentation Standards: Set the standard for and develop comprehensive solution documents, including process maps, functional requirements, and technical procedures using flowcharts and BPM tools.
• Operational Integrity: Ensure the long-term health, security, and performance of the ServiceNow instances, monitoring compliance and platform governance.

Requirements

• Education: Bachelor's degree or Master's Degree in Business Administration, Information Systems, Computer Science, Software Engineering, or e

Benefits

Additional Information

Position Title: Lead Analyst, Business Applications - ServiceNow (T & I) (Telework/Hybrid) Status of Employment: Contractee Long-Term (Fixed Term) Position Language Requirement: English, French Language Skills: English (Reading - C - Advanced), English (Speaking - C - Advanced), English (Writing - C - Advanced), French (Reading - C - Advanced), French (Speaking - C - Advanced), French (Writing - C - Advanced) Work at CBC/Radio-Canada At CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance. Do you think you have the ability and drive to keep up with this exciting, ever-changing industry? Whether it be in front of the camera, on air, online or behind the scenes, you would be joining a team that thrives on making connections and telling stories that are important to Canadians. Unposting Date: 2026-06-12 11:59 PM Behind the scenes, but ahead of the curve: help us develop the next-generation public service media organization. Technology & Infrastructure (T&I) is the backbone and the future-forward arm of CBC/Radio-Canada. Our purpose is to constantly innovate to evolve and maintain the Corporation's technology and infrastructure. We are the people that make stuff work. We make connections between media content, systems, people and places. We are the space in between. A place with purpose. CBC/Radio-Canada has always been a highly regarded pioneer of media technology - not just in Canada but around the world. Today, we are transforming ourselves into a modern and agile public service media organization. Technology is the driving force, and we are the team making it happen. This is a hybrid position with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines. Your Role We are seeking a Lead Business Analyst who will help the Corporation maximize the value of its ServiceNow platform. As a Lead Analyst, you will find solutions to complex problems, bridge the gap between business needs and technology solutions, and act as the primary liaison between business partners and the T&I resources required to solve gaps through projects or operations. Reporting to the Senior Manager of the Legal, P&C / SSC Solutions Portfolio, you will be a key player in leading and coordinating the work of the analyst team while providing essential coaching. You will play a lead role throughout the entire solution lifecycle-from analysis and configuration to testing and maintenance-supporting large-scale corporate technology initiatives. You will ensure that all enhancements are aligned with the broader portfolio and proactively raise potential risks or strategic misalignments to the Senior Manager. Location Options: Montreal, Ottawa, or Toronto.

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