IT Technical Business Analyst (ServiceNow)

Job Title: IT Technical Business Analyst

Location: Remote

Mode: Contract

Client: Government of Alberta

Rate: CAD 60/hr on Incorp.

Description:

Project Name:

Tech Debt Mitigation Program Service Mapping

Scope:

Project Overview:

As part of the Technical Debt Mitigation Program, several applications have been identified as requiring improved technical visibility and dependency understanding to support risk assessment and remediation planning.

This role supports the hands on delivery of validated Application Service maps within the ServiceNow platform. The environment is complex and includes legacy, partially documented systems, existing customizations, integrations, and non standard configurations that must be considered when developing and maintaining accurate service maps.

The primary focus of this role is the design, validation, and troubleshooting of Application Service maps that accurately represent end to end technical dependencies and align with CSDM 4.0.

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Role & Responsibilities:

• Design, build, and validate Application Service maps in ServiceNow in alignment with the CSDM.

• Ensure Application Services are correctly related to Business Applications and supporting infrastructure components.

• Configure and troubleshoot Service Mapping and Discovery patterns using Pattern Designer.

• Support Tag Based Service Mapping where applicable.

• Analyze and resolve service mapping failures, including:

o Credential and access issues

o Network connectivity and firewall constraints

o Identification & Reconciliation Engine (IRE) conflicts

o Discovery and CMDB data quality gaps

• Investigate CMDB and Discovery issues impacting service map accuracy and completeness.

• Work closely with Infrastructure, Network, and Application teams to validate service maps and resolve technical blockers.

• Document configurations, troubleshooting steps, and mapping decisions to support operational sustainment.

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Required Skills & Experience:

Mandatory Skills

ServiceNow Service Mapping

• Demonstrated hands on experience building ServiceNow Application Service maps in large, complex enterprise environments.

• Experience mapping legacy or partially documented applications.

ITOM & Pattern Configuration

• Experience configuring and troubleshooting Service Mapping patterns using Pattern Designer.

CSDM

• Working knowledge of CSDM 4.0/5.0 as it relates to Application Services.

• Experience defining Application Service boundaries and relationships to Business Applications.

• Understanding of how accurate CSDM alignment supports reporting and impact analysis.

Infrastructure Knowledge Working knowledge of:

• Discovery protocols (WMI, SSH, SNMP)

• TCP/IP networking fundamentals

• Firewalls and load balancers (e.g., F5)

Troubleshooting

• Ability to determine whether service mapping failures are caused by credential, network, pattern, or CMDB data issues.

Documentation

• Ability to produce clear technical documentation and configuration notes.

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Experience

• 5+ years of ServiceNow platform experience in a technical role.

• Minimum 3 years of focused experience in ITOM (Discovery and Service Mapping).

• Experience working in a multi vendor enterprise environment.

• Experience in government or regulated environments is considered an asset.

• Must Have Experience in public sector.

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Key Competencies

• Strong analytical and troubleshooting mindset.

• Comfortable working in legacy and complex technical environments.

• Self starter able to work independently with minimal supervision.

• Able to communicate technical issues clearly to infrastructure and application teams.

Equipment Requirements:

• Resource will require own equipment

Resource must provide their own computer and related equipment. The computer's operating system must be a modern version of Windows or MacOS that is compatible with Azure Virtual Desktop (AVD) and related software for remote access. Windows is preferred due to better compatibility. AVD/remote-related software will be installed on the resource's computer.

In the event that the Contractor’s resources are directed to work remotely, the Contractor shall be responsible for providing all of its equipment, including computers, software, printers, supplies, desks and chairs. However, the Province shall ensure that the Contractor’s resources have the necessary access and credentials to the Government of Alberta’s system.

In the event that, the Contractor’s resources are directed to work in-person, the Province shall provide the requisite office space, furniture and office supplies. However, the Contractor shall continue to be responsible for providing computers and software and the Province shall continue to ensure that the Contractor’s resources have the necessary access and credentials to the Government of Alberta’s system.

The fixed rate quoted must be inclusive of all overhead, office space and equipment, including supplies, administrative burden, mark-up and all other costs to perform the Services for the duration of the Contract.

Working Hours:

• Standard Hours of work are 08:15 – 16:30 Alberta time, Monday through Friday excluding holidays observed by the Province

• Work must be done from within Canada, due to network and data security issues.

• It is anticipated the role will be 100% remote, however in the event of an onsite meeting, the GoA does not pay for travel to attend on-site meetings, nor any expenses related to relocation, commuting, housing/accommodation, food/drink.

Notes on Location:

• This resource will primarily work remotely; however, the resource may be required to attend meetings or work sessions in office on reasonable notice from the Province. At the time of providing such notice, the Province will advise of the expected duration of any such meetings or work sessions. However, time to travel and any associated expenses to and from Edmonton and/or travel within Alberta will be at no cost to the Province.

Incumbency:

• There is an incumbent for this position.

Background Check Required:

• The Supplier shall, prior to commencement of the Services, provide the Province, on its request and at no cost to the Province, with criminal record checks.

Mandatory Training Courses:

• Once hired the resource will be required to complete all mandatory training which includes but not limited to Freedom of Information and Protection of Privacy Act and Security awareness training. There may also be some optional courses as well.

Anticipated Interviews Dates

• will be held between March 16-20

Refer to the Job Posting attachments for the proposed form of contract applicable to this Contingent Resource Request