Job Description

Position Title:

Lead Analyst, Business Applications – ServiceNow (T & I) (Telework/Hybrid)

Status of Employment:

Contractee Long-Term (Fixed Term)

Position Language Requirement:

English, French

Language Skills:

English (Reading - C - Advanced), English (Speaking - C - Advanced), English (Writing - C - Advanced), French (Reading - C - Advanced), French (Speaking - C - Advanced), French (Writing - C - Advanced)

Work at CBC/Radio-Canada

At CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance.

Do you think you have the ability and drive to keep up with this exciting, ever-changing industry? Whether it be in front of the camera, on air, online or behind the scenes, you would be joining a team that thrives on making connections and telling stories that are important to Canadians.

Unposting Date:

2026-06-12 11:59 PM

Behind the scenes, but ahead of the curve: help us develop the next-generation public service media organization.

Technology & Infrastructure (T&I) is the backbone and the future-forward arm of CBC/Radio-Canada. Our purpose is to constantly innovate to evolve and maintain the Corporation’s technology and infrastructure. We are the people that make stuff work. We make connections between media content, systems, people and places. We are the space in between.

A place with purpose. CBC/Radio-Canada has always been a highly regarded pioneer of media technology — not just in Canada but around the world. Today, we are transforming ourselves into a modern and agile public service media organization. Technology is the driving force, and we are the team making it happen.

This is a hybrid position with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines.

Your Role

We are seeking a Lead Business Analyst who will help the Corporation maximize the value of its ServiceNow platform. As a Lead Analyst, you will find solutions to complex problems, bridge the gap between business needs and technology solutions, and act as the primary liaison between business partners and the T&I resources required to solve gaps through projects or operations.

Reporting to the Senior Manager of the Legal, P&C / SSC Solutions Portfolio, you will be a key player in leading and coordinating the work of the analyst team while providing essential coaching. You will play a lead role throughout the entire solution lifecycle—from analysis and configuration to testing and maintenance—supporting large-scale corporate technology initiatives. You will ensure that all enhancements are aligned with the broader portfolio and proactively raise potential risks or strategic misalignments to the Senior Manager.

Location Options: Montreal, Ottawa, or Toronto.

Key Responsibilities

Leadership & Team Coordination

• Team Guidance: Provide support, assistance, guidance, and coaching to all analysts on the team to ensure high-quality deliverables.
• Workload Management: Manage the analyst team’s workload based on requirements, priorities, and availability, including providing priority direction to the Scrum Master and developers.
• Strategic Alignment: In collaboration with the Senior Manager, ensure that ServiceNow solutions and roadmaps are aligned with the entire Legal, P&C / SSC portfolio.
• Agile Leadership: Lead and participate in scrum ceremonies, ensuring the technical team is aligned with business priorities.

Primary Subject Matter Expertise

• SME Authority: Serve as the primary ServiceNow subject matter expert, specializing in platform architecture, automated workflows, and complex module configurations (ITSM).
• Solution Design: Lead high-level solution design activities, including complex requirements gathering, system analysis, and designing technical solutions that follow "out-of-the-box" best practices.
• Enterprise Integration: Lead the design and modification of integrations between ServiceNow and enterprise systems, with a specific focus on Oracle Fusion and Workday.

Lifecycle & Quality Assurance

• Testing Oversight: Lead and coordinate all solution testing activities, including regression tests, unit tests, and user acceptance tests (UAT).
• Advanced Support: Handle third-level (Tier 3) escalations with vendors and internal teams to resolve the most complex technical issues.
• Documentation Standards: Set the standard for and develop comprehensive solution documents, including process maps, functional requirements, and technical procedures using flowcharts and BPM tools.
• Operational Integrity: Ensure the long-term health, security, and performance of the ServiceNow instances, monitoring compliance and platform governance.

Skills & Qualifications

• Education: Bachelor’s degree or Master’s Degree in Business Administration, Information Systems, Computer Science, Software Engineering, or equivalent.
• Experience: 5+ years of cross-functional experience as a Business or Systems Analyst.
  • 3+ years of in-depth, hands-on experience with ServiceNow platform administration and architecture
• Technical Mastery: Extensive knowledge of ServiceNow modules (ITSM, CMDB, Discovery).
  • Strong experience with Web Services, REST API, XML, XSLT, JSON, and JavaScript.
  • Proven experience in software integration principles, specifically with Oracle Fusion and/or Workday.
• Leadership Skills: Proven ability to coach team members and manage workload priorities in a fast-paced environment.
• Analytical Rigor: Exceptional problem-solving, troubleshooting, and analytical skills with high attention to detail.
• Communication: Strong oral and written communication skills to effectively convey technical issues to senior stakeholders and service providers.
• Bilingualism: Excellent communication skills in both English and French (written and spoken).

Assets

• Certifications: ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD).
• Agile: Certification in project management such as Scrum or Agile.
• Tools: Proficiency in requirements management and BPM tools (e.g., Signavio, Lucid Chart, Jira).

Candidates may be subject to skills and knowledge testing.

We thank all applicants for their interest, but only candidates selected for an interview will be contacted.

As part of our recruitment process, candidates who advance to the next

step will be asked to complete a background check. This includes:

• A mandatory Criminal record check.

• Other background checks may be conducted based on the operational requirements of the position.

CBC/Radio-Canada is committed to being a leader in reflecting our country’s diversity. That’s because we can only create and tell the stories that connect Canadians, by having a workforce that mirrors the ever-changing makeup of our country. That’s why we, as an employer, value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and pervade all the services we provide as Canada’s public broadcaster. For more information, visit the Diversity and Inclusion section of our website. If you have accommodation needs at this stage of the recruitment process, please inform us as soon as possible by sending an e-mail to recruitment@cbc.ca

You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our corporate website All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on conflicts of interest In the event that you become an employee, it will be important to inform us, as quickly as possible, of any situation that, because of your hiring, constitutes or could appear to constitute a conflict of interest.

Primary Location:

1000, Rue Papineau, Montreal, Quebec, H2K 0C2

Number of Openings:

1

Work Schedule:

Full time