Job Type: Permanent
Work Model: Remote
Reference code: 132093
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Ottawa, ON
Our Purpose
At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.
By living our Purpose, we will make an impact that matters.
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Have many careers in one Firm.
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Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
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Learn from deep subject matter experts through mentoring and on the job coaching
Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.
This is a mid-to-senior Business Analyst role within a Center of Excellence (COE) focused on ServiceNow. The BA will act as a key liaison between business units, the COE, and the ServiceNow delivery/engineering teams. You’ll lead complex requirements gathering, translate business needs into ServiceNow solutions, manage client relationships, and mentor junior Business Analysts. The role combines deep business analysis, client service management, hands-on ServiceNow knowledge, and team leadership to drive strategic outcomes across the enterprise.
Key responsibilities
- Stakeholder engagement & liaison: Serve as the primary point of contact between business units, COE leadership, and ServiceNow development teams; build trusted relationships and manage expectations.
- Requirements elicitation & analysis: Lead workshops, interviews, and process discovery to capture detailed business requirements, use cases, and acceptance criteria.
- Solution design & translation: Translate business needs into ServiceNow functional specifications, user stories, configuration guidance, and process flows. Validate proposed designs with stakeholders and technical teams.
- Client service management: Own the client relationship for assigned portfolios—manage priorities, SLAs, change requests, and communication during delivery and post-implementation support.
- Project collaboration: Work closely with Product Owners, Release Managers, developers, QA, and operations to ensure successful delivery and adoption of ServiceNow releases.
- Leadership & mentoring: Provide day-to-day leadership and coaching to junior Business Analysts—review their deliverables, guide analysis techniques, and support career development.
- Process improvement & governance: Recommend process improvements, ensure alignment with COE standards and governance, and promote reuse of components, patterns, and best practices.
- Testing & acceptance: Define test criteria, coordinate user acceptance testing (UAT), validate defects, and ensure delivered features meet business needs.
- Reporting & performance measurement: Track KPIs, prepare status reports and executive presentations, and report on value realization of ServiceNow investments.
- Change management & adoption: Develop support materials, run training or demos, and help business teams adopt new ServiceNow capabilities.
Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.
Qualifications
Must-have skills & qualifications
Education: Bachelor’s degree in Business, IT, Computer Science, or related field.- Business analysis & problem solving: 5+ years proven strong business analysis, analytical thinking, and problem-solving skills with experience handling complex, cross-functional problems.
- Communication & facilitation: Excellent verbal and written communication skills. Demonstrated strength in presentation, workshop facilitation, and stakeholder negotiations.
- ITIL familiarity: Experience with ITIL processes and concepts (incident, problem, change, service request, CMDB, service catalog).
- ServiceNow experience: Solid hands-on experience with ServiceNow—configuration, workflows, modules, development lifecycle, or in a BA capacity closely tied to ServiceNow delivery.
- Leadership: Experience leading, mentoring, or supervising junior BAs or equivalent team members.
- Client-focused mindset: Strong client service orientation with experience managing expectations and delivering to SLAs.
Preferred (nice-to-have) skills
ServiceNow modules: Knowledge or experience with Strategic Portfolio Management (SPM) and Workplace Service Delivery (WSD) is a plus.- Additional ServiceNow modules: Familiarity with ITSM, HRSD, CSM, ITOM, or integrations is beneficial.
- Technical fluency: Experience with integrations (APIs), data mapping, scripting basics in ServiceNow, or working with configuration and release pipelines.
- Certifications: ServiceNow Certified System Administrator, Certified Implementation Specialist, or relevant business analysis certifications (CBAP, PMI-PBA) are advantageous.
- Portfolio & program experience: Experience supporting strategic portfolios, roadmaps, or enterprise transformation initiatives.
Critical selection factors
Communication & presentation: Ability to present complex information simply and persuasively to technical and non-technical audiences, including executives.- Strategic thinking: Capacity to think beyond immediate requirements—driving solutions that align with COE strategy and enterprise goals.
- Leadership capability: Demonstrated aptitude for coaching junior BAs, driving consensus, and influencing without direct authority.
- Client service orientation: Proven track record delivering excellent client outcomes, proactively managing stakeholder expectations, and owning client escalations.
- Delivery focus: Hands-on approach to ensuring features are delivered, adopted, and delivering measurable business value.
The salary range for this position is $69,000 - $114,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.
Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.
Our promise to our people: Deloitte is where potential comes to life.
Be yourself, and more.
We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.
You shape how we make impact.
Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.
Be the leader you want to be
Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.
Have as many careers as you want.
We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.
The next step is yours
At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative.
We encourage you to connect with us at [email protected] if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or [email protected] for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).
When you apply, we will review your application using Deloitte's Global Talent Standards to ensure a consistent recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.
Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.
