Functional Analyst, ServiceNow ticketing system

The ticketing system team’s mission is to guide and support business projects in the implementation of ticketing and knowledge base solutions that are based on industry best practices and supported by our experienced and committed team. As a functional analyst with the ServiceNow ticketing system team, you’ll help ensure IT efficiency by designing ServiceNow ticketing solutions for the entire Desjardins Group. You actively participate in developing a highly complex, large-scale business solution that has significant impact and scope across the entire organization. You make and are accountable for strategic decisions. You lead and serve as a specialist for the continuous delivery, maintenance and updating of solutions. More specifically, you will be required to:

• Coach the team on analyzing business solutions and make improvements to speed up delivery.

• 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.   

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

• 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 six years of relevant functional analysis experience

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

• Experience with the agile approach

• Knowledge of French is required

• Knowledge of the ServiceNow CSM suite or equivalent products

• Knowledge of ITIL service management processes

• Expertise in needs assessment and drafting functional specifications and documentation

Ambiguity, Interpersonal Savvy, Stakeholders

#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

2025-01-29