Location: Brampton, ON L6T 4B9 (2 day onsite, 3 days remote) Duration: 12+ Months No. of Hours Worked/Day: 7 hours per day / 35 hours per week, 1-hour unpaid lunch is open for business. REQUIREMENT Work Scope and Objective- The Application Portfolio Modernization (APM) Program is about maintaining the portfolio of software applications to the desired condition level. This involves assessing, on a regular basis, the condition level of software applications (the technical and functional state of good repair), and taking upgrade, remediation, replacement, or retirement actions to ensure that all applications stay above the desired condition level. 1. Business & Technical Analysis Conduct requirements gathering sessions with stakeholders to capture business needs. Develop detailed Business Requirements Documents (BRDs), Functional Specifications (FSDs), and User Stories in alignment with enterprise standards. Produce process maps, workflow diagrams, and data flow documentation to illustrate current and future-state processes. Perform gap and impact analyses to evaluate proposed system or process changes. 2. Legacy Discovery & Assessment Conduct deep-dive discovery sessions to analyze legacy app architectures (MS Access, VB6, PHP, .NET) and their dependencies. Define migration strategies (e.g., Retire, Re-platform, or Rebuild) based on business value and technical feasibility. 3. ServiceNow Platform Support Provide day-to-day functional and technical support for ServiceNow modules, including Enterprise Architecture (EA), CMDB, and Application Portfolio Management (APM). Manage configuration and enhancement requests, ensuring alignment with governance and platform best practices. Collaborate with developers and platform owners to implement and test ServiceNow enhancements or integrations. Maintain accurate documentation of configurations, customizations, and workflows. 4. Testing & Implementation Support Lead User Acceptance Testing (UAT) and coordinate end to end testing to validate that modernized apps meet business requirements. Develop user training materials and standard operating procedures (SOPs) to ensure smooth adoption of new platforms. 5. Process Improvement & Governance Identify opportunities to automate or streamline business and IT processes within ServiceNow. Participate in ServiceNow governance and change advisory board (CAB) meetings. Support the definition and maintenance of ServiceNow standards, best practices, and documentation templates. Contribute to continuous improvement initiatives and platform roadmap planning. 6. Stakeholder Collaboration Act as a liaison between business, IT, and architecture teams, ensuring clarity and alignment of priorities. Support user acceptance testing (UAT) and coordinate feedback incorporation. Provide training materials, user guides, or workshops to increase adoption of new features and modules. 7. Project & Delivery Support Contribute to project plans, timelines, and milestones for ServiceNow enhancements and EA initiatives. Track and report on deliverable progress, risks, and dependencies. Ensure deliverables are aligned with organizational goals and architecture standards. Qualifications and Experience Undergraduate degree in information technology management, business management, or related fields with at least 5 years of work-related experience. An equivalent combination of education and/or experience may be considered. Certified Business Analysis Professional (CBAP) designation in good standing with the International Institute of Business Analysis (IIBA). Strong Business Analysis experience — requirements gathering, process mapping, gap analysis, and documentation Technical analysis and troubleshooting for enterprise platforms and integrations Experience supporting or administering the ServiceNow platform, especially: Enterprise Architecture (EA) module or related components, Understanding of ITIL processes and IT Service Management (ITSM) practices, and Proficiency in SQL or data querying tools for reporting and analysis. Strong problem-solving and analytical mindset. Collaborative and adaptable in cross-functional environments. Mandatory Certifications Certified Business Analysis Professional (CBAP) designation in good standing with the International Institute of Business Analysis (IIBA). Proof of Certification must be submitted with bid submission. Nice to have Certifications ServiceNow Certification such as: Certified System Administrator ServiceNow Certification such as: Certified Implementation Specialist (CIS-APM or EA) ServiceNow Certification such as: ITIL v4 Foundation Nice to have Skills & Knowledge Experience with ServiceNow Enterprise Architecture module, APM (Application Portfolio Management), or ITBM (IT Business Management). Familiarity with ServiceNow CSDM (Common Service Data Model) and CMDB design best practices. Experience supporting Enterprise Architecture teams or portfolio management initiatives. Understanding of IT strategy, capability modeling, and application rationalization. #J-18808-Ljbffr