ServiceNow Business Analyst / Product Owner (
Software Asset management)
· Pay Rate: (flexible)
· Location: Toronto ON
· Contract Length: 12 months
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RESPONSIBILITIES
Assignment Duties
Lead workshops and interviews with business units, procurement, ITAM,
and compliance teams to capture current state SAM processes and pain
points.
Drive the vision and discovery process to establish a comprehensive
Software Entitlement Strategy within ServiceNow SAM Pro, ensuring
alignment with organizational compliance standards and optimization
objectives.
Integrate ServiceNow SAM Pro processes with enterprise Asset
Management policy and champion stakeholder engagement through
targeted training sessions, interactive workshops, and strategic
communication to promote governance and operational excellence.
Translate business needs into clear user stories with acceptance criteria in
line with Agile best practices and SAM objectives.
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 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
ServiceNow SAM Pro features.
Recommend solutions aligned with industry best practices and
ServiceNow capabilities.
Develop user guides, SOPs, training materials, and communication plans
for rollout and adoption of SAM Processes.
Prepare and present reports, status updates, and executive summaries.
Ensure clarity, consistency, and traceability of all documentation,
requirements, and user stories across the SAM program.
Qualifications
Bachelor’s degree in information technology, Computer Science, Business
Administration, or a related field.
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.
Strong track record in stakeholder engagement, process reengineering,
and delivering platform-based solutions.
Experience in mapping AS-IS manual Processes and creating a Target
State within ServiceNow landscape.
Lead the vision and discovery for defining the ServiceNow Software
Entitlement Strategy within ServiceNow SAM Pro, ensuring alignment with
organizational compliance and optimization goals.
Drive SAM Pro implementation and process design, covering software
discovery, normalization, reconciliation, and compliance reporting for
accurate license management.
Collaborate with cross-functional teams (IT, procurement, finance, and
vendors) to manage entitlements, mitigate compliance risks, and identify
cost-saving opportunities through effective license utilization.
Align SAM Pro processes with overall Asset Management policies and
influence stakeholder adoption through training sessions, workshops, and
strategic communication, ensuring consistent governance and operational
excellence.
Strong analytical and problem-solving skills, with a keen attention to detail.
Ability to work independently and manage multiple priorities in a fastpaced
environment.
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 – Software Asset Management
Certified Implementation Specialist – IT Asset Management (CIS–ITAM) –
[Optional if involved in broader ITAM]
Certified Business Analysis Professional (CBAP) – by IIBA
PMI Professional in Business Analysis (PMI-PBA) – by PMI
Agile Certified Practitioner (PMI-ACP) – by PMI
Certified Scrum Product Owner (CSPO) – by Scrum Alliance
SAFe Agilist or SAFe Practitioner – for scaled Agile environments
Deliverables
Product roadmap and vision
Complete the Audit Gaps items in the CITY’s Asset Management scope.
Stakeholder matrix and engagement plan
Detailed business requirement documents (BRDs) and user stories with
acceptance criteria
Process flow diagrams (AS-IS / TO-BE)
Sprint backlog and feature traceability matrix
UAT plans and support for test case execution
Communication and training materials for end-users and support teams
Executive dashboards highlighting status, risks, and mitigation plans
Lessons learned and post-implementation feedback summary
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