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SERVICENOW ITOM - IT BUSINESS ANALYST-SENIOR

March 7, 2026

Job Title - Senior IT Business Analyst (ServiceNow / ITOM Service Mapping)Location - Edmonton, AB, Canada – Remote (Occasional Onsite Meetings Required)Employment Type - Contract (Incorporated Only) About the RoleWe are seeking a Senior IT Business Analyst with ServiceNow expertise to support the Technical Debt Mitigation Program – Service Mapping initiative within the Government of Alberta’s Ministry of Technology and Innovation. The successful candidate will be responsible for designing and validating application service maps within the ServiceNow platform to provide improved visibility into system dependencies across complex enterprise environments.This role involves working with infrastructure, network, and application teams to ensure service maps accurately represent end-to-end technical dependencies and align with the Common Service Data Model (CSDM). Key Responsibilities• Design, develop, and validate Application Service Maps within the ServiceNow platform aligned with the Common Service Data Model (CSDM)• Ensure application services are accurately connected to business applications and supporting infrastructure components• Configure and troubleshoot ServiceNow Discovery and Service Mapping patterns using Pattern Designer• Implement and support Tag-Based Service Mapping where applicable• Investigate and resolve service mapping failures related to credentials, networking, CMDB data, and discovery processes• Analyze issues related to the Identification and Reconciliation Engine (IRE) and CMDB data quality• Collaborate with infrastructure, application, and network teams to validate service dependencies• Document configurations, service mapping logic, and troubleshooting procedures• Support improvements to service mapping processes within complex enterprise and legacy environmentsMandatory Skills & Qualifications• Education and experience meeting one of the following criteria:<ul><li>Bachelor’s degree in Computer Science or related discipline with 4+ years of technical analyst experience, OR</li><li>Two-year diploma in a related discipline with 6+ years of technical analyst experience, OR</li><li>One-year certificate with 7+ years of related experience</li></ul>• Minimum 12 years of experience working in complex enterprise IT environments• 10+ years of experience developing and maintaining service maps within enterprise environments• 10+ years of experience supporting application infrastructure or software development environments• 8+ years of hands-on experience with the ServiceNow platform including service maps, reports, dashboards, and visual task boards• Experience gathering system and infrastructure information from application stakeholders• Familiarity with ServiceNow ITOM and service mapping frameworks• ITIL Foundations certification • Experience facilitating stakeholder meetings and technical workshops• Experience working with senior leadership in large or complex organizations• Experience working in the public sector environment is considered an asset• Familiarity with diagramming tools such as Microsoft Visio• Familiarity with enterprise architecture frameworks such as TOGAF• Strong project coordination and enterprise implementation experience for application servicesTechnical Environment• ServiceNow ITOM (Discovery, Service Mapping)• CSDM 4.0 / 5.0• Pattern Designer• Discovery protocols such as WMI, SSH, SNMP• TCP/IP networking fundamentals• CMDB and Identification & Reconciliation Engine (IRE)• Load balancers and firewall technologies (e.g., F5) Contract Details• Client: Government of Alberta – Ministry of Technology & Innovation• Job ID: GOAPRDJP00000857• Contract Duration: April 1, 2026 – March 31, 2027 Work Model & Requirements• Primarily remote role within Canada• Resource must provide their own equipment compatible with Azure Virtual Desktop (AVD)• Onsite meetings may be required with prior notice (travel at resource’s expense)• Standard working hours: 8:15 AM – 4:30 PM MSTSecurity & Compliance• Criminal record check required prior to engagement• Mandatory completion of FOIP and Security Awareness training Why Join Us• Work with cutting-edge technologies in a collaborative environment• Professional growth opportunities and training support• Inclusive, equitable, and respectful workplace culture About NetworkPediaNetworkPedia is a certified women-owned technology and talent solutions company, providing IT infrastructure, cybersecurity, managed services, and specialized recruitment across North Americas and beyond. Our mission is to empower organizations with secure, scalable, and innovative technology while building inclusive teams that reflect the communities we serve. As a trusted partner, we deliver expertise across networking, cloud, IT service management, and security operations, along with staffing solutions for niche technology roles. We are committed to diversity, equity, and inclusion (DEI) in all our hiring practices and ensure that our opportunities are open to all qualified applicants, without discrimination on the basis of age, gender, race, ethnicity, religion, sexual orientation, or disability. How to ApplyApply directly via LinkedIn Easy Apply. All applications are routed to our central recruitment email id - recruitment@networkpedia.com

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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