Functional Analyst, ITSM ServiceNow

As a functional analyst, ITSM ServiceNow, at the IT Service Management Solutions Department, you actively participate in developing moderately to highly complex business solutions. You respond to upgrade and patch requests related to projects and products. You also carry out analyses and actively develop and upgrade software products that are part of business solutions. You meet the needs of members and clients and ensure the quality and security of solutions. You actively help develop the implementation strategy, carry out the tests required within your scope, help with implementation and help resolve bugs. You interact with partners working in other technology fields. Beyond your technical knowledge and experience, as a team player, you demonstrate open-mindedness towards agile approaches, which also means versatility and a desire to contribute to all your team’s work. More specifically, you will be required to :

• Analyze business needs.

• Collaborate, as a specialist, on the feasibility or detailed design of the solution.

• Cocreate with business partners to define needs and manage backlogs. 

• Work with the product owner and project team to define functional specifications and exceptions. 

• Advise and guide the development team and product owner by recommending different functional alternatives aligned with the architecture. 

• Define and run automated and/or manual tests within your scope (specific cases/exceptions), with a focus on the end-to-end process. 

• Help define and guide scopes (stories, releases, sprints, projects, tests). 

• Work with the architect to develop functional testing strategies.

• Prepare or update required documentation. 

What we offer*

• Competitive salary and annual bonus

• 4 weeks of flexible vacation starting in the first year

• Defined benefit pension plan that provides predictable, stable income throughout retirement

• Group insurance including telemedicine

• Reimbursement of health and wellness expenses and telework equipment

*Benefits apply based on eligibility criteria.

What you bring to the table

• Bachelor's degree in a related field

• A minimum of four years of relevant functional analysis experience

• Please note that other combinations of qualifications and relevant experience may be considered

• Knowledge of French is required 

• Expertise in ServiceNow ITSM suite or equivalent products

• Expertise in ITIL service management processes

• Proficiency in writing functional specifications

• Mastery of various agile frameworks for projects: Scrum, Kanban

Business insight, Complexity

#LI-Hybrid

Trade Union (If applicable)

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

Job Family

Information technology (FG)

Unposting Date

2025-04-24