Our Client, a Banking company, is looking for a Business Analyst II for their Toronto, ON/Hybrid location. Responsibilities: + Business Process QA Testing + Perform end-to-end quality assurance (QA) testing of business processes within the ServiceNow platform. + Identify and document defects, inconsistencies, and improvement opportunities in workflows and configurations. + Collaborate with stakeholders and technical teams to ensure issues are resolved and processes are optimized. Documentation and Training Development + Create detailed end-user and administrator process guides that are clear, concise, and easy to follow. + Develop engaging training materials, including written documents, video tutorials, and interactive content, to support user adoption and proficiency. + Continuously update materials to reflect changes in processes or system configurations. Governance and Oversight + Support the oversight and governance of new business processes and datasets within the enterprise system. + Collaborate with cross-functional teams to ensure data integrity, compliance, and alignment with organizational goals. + Develop and enforce governance standards for processes and datasets to maintain system efficiency and reliability. Stakeholder Collaboration + Act as a liaison between technical teams, business users, and leadership to gather requirements, provide feedback, and ensure alignment on process improvements. + Conduct workshops and training sessions to enhance user understanding of enterprise systems and processes. Requirements + Proven experience in business analysis, process improvement, or a related role, preferably with ServiceNow. + Strong understanding of enterprise systems and process governance. + Excellent communication skills, with the ability to create professional documentation and deliver effective training. + Proficiency in creating multimedia training materials, including video production and editing. ( No specific program ) + Analytical mindset with strong problem-solving skills and attention to detail. Nice to have : + Experience with ServiceNow QA testing tools and methodologies. + Familiarity with process mapping and workflow tools. + Knowledge of CSDM or Asset Management practices and enterprise data governance frameworks. + We are seeking a skilled and detail-oriented Business Management Analyst to join our team. This role is pivotal in ensuring the successful implementation, governance, and continuous improvement of business processes within our enterprise systems, particularly ServiceNow. The ideal candidate will possess strong analytical skills, technical expertise, and the ability to create comprehensive documentation and training materials for end users and administrators. + Exp. With a governance management tool + Strong communication skills – able to talk to different broad range of audiences: 5 years + Business Analysis Experience: 3 years + Documentation and process improvement skills: 3 years + Executing strategies for change within the org (training materials, etc. and delivering): 3 years + Experience with Process Mapping: 3 years + Experience with ServiceNow: 3 years + Asset management experience: 1 years + Experience in different QA testing systems: 1 years Why Should You Apply? + Health Benefits + Referral Program + Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.