We are Systematix and we are currently looking for an ITSM Business Analyst for our client.
ABOUT THE PROJECT:
Our client is implementing ServiceNow as part of a global IT service transformation initiative, focused on standardizing ITSM processes across a complex enterprise environment.
ABOUT THE RESPONSIBILITIES:
ABOUT THE ROLE:
Location: UK or Europe (Remote)
Duration: 6-month contract
Work hours: Full-time, aligned to regional business hours
ABOUT THE QUALIFICATIONS:
AI DISCLOSURE:
We may use artificial intelligence (AI) or other automated tools to support parts of our recruitment process. No automated tools make hiring decisions.
APPLY NOW:
If you are interested in finding out more, please contact us or submit your resume. If you know someone who meets these qualifications, please feel free to forward this opportunity.
ABOUT SYSTEMATIX:
Systematix is a Global Consulting and Resourcing firm headquartered in Canada with offices across North America and the United Kingdom. We provide the highest-caliber consulting solutions to a diverse client base across all levels of government and private industry.
Systematix. Solutions Focused. People Driven.
Our client is seeking an experienced Project Business Analyst to join their Salesforce Program Delivery Team as part of a major CRM transformation initiative. The program focuses on consolidating a legacy CRM system into Salesforce Service Cloud and Sales Cloud, including the delivery of a new Retention Cloud application.
Working across the full SDLC, this role supports current-state analysis, future-state design, testing, and deployment. The environment is fast-paced and highly collaborative, ideal for business analysts who excel at bridging business needs with Salesforce platform capabilities in large-scale transformation programs.
In this role, you will support the successful delivery of a Salesforce CRM consolidation initiative by working across requirements discovery, solution design, stakeholder engagement, and testing activities. You will collaborate closely with business stakeholders, solution architects, and technical delivery teams to ensure business requirements are accurately translated into scalable Salesforce solutions.
Key responsibilities include:
Analyzing existing business processes within legacy CRM systems and current Salesforce implementations
Reverse-engineering system logic, workflows, and integrations to document detailed current-state (“as-is”) process maps
Facilitating workshops and working sessions with business stakeholders to define and validate future-state (“to-be”) processes
Creating comprehensive documentation including user stories, acceptance criteria, use cases, process flows, and data mappings
Partnering with Solution Architects to translate business requirements into technical design recommendations
Reviewing and validating proposed solutions to ensure alignment with business needs and Salesforce best practices
Supporting data mapping, migration requirements, and integration discussions with Salesforce and MuleSoft teams
Developing and executing test cases and supporting UAT cycles to validate end-to-end workflows and data integrity
Assisting with deployment coordination, production verification, and post-deployment issue resolution
Maintaining clear, up-to-date documentation and communicating change impacts to business stakeholders
Supporting change management and adoption activities, including the creation of reference or training materials
4–7 years of Business Analyst experience supporting CRM or enterprise system projects
Minimum 2 years of hands-on Salesforce experience (Service Cloud and/or Sales Cloud)
Strong experience in requirements elicitation, business process mapping, and gap analysis
Proven experience supporting large-scale system replacement or migration initiatives
Ability to document requirements using user stories, acceptance criteria, process flows, and data mappings
Experience supporting UAT planning, test case development, and execution
Strong communication and facilitation skills with both business and technical audiences
Comfortable working across the full SDLC in Agile or iterative delivery environments
Experience with MuleSoft integrations or API-based data flows
Exposure to data migration testing and validation
Salesforce Administrator or Business Analyst certification
Experience using Azure DevOps for backlog management and documentation
Familiarity with energy or utilities industry environments
Experience using tools such as Lucidchart for process and data-flow mapping
Location: Hybrid – Greater Toronto Area
Duration: 6-month contract
Start date: February 2026
Work hours: Full-time
The average hourly pay range for this field is as follows:
Junior: 0–5 years of experience — $50–$60/hr CAD
Intermediate: 6–9 years of experience — $60–$70/hr CAD
Senior: 10+ years of experience — $70–$80/hr CAD
Compensation is commensurate with these standards; exceptions may apply based on experience, skills, and market conditions.
We may use artificial intelligence (AI) or other automated tools to support parts of our recruitment process. No automated tools make hiring decisions.
If you are interested in finding out more, please contact us or submit your resume. Or, if you know someone who meets these qualifications, please forward this assignment.
Systematix is one of Canada’s largest privately-owned National Consulting and Resourcing firms. With offices across North America, we provide the highest-caliber consulting solutions to a diverse client base that includes all levels of government and private industry sectors.
Systematix is committed to creating a diverse, inclusive environment and is proud to be an equal opportunity employer.
Systematix. Results Focused. People Driven.
