Business Analyst – ServiceNow

About the role

WestJet is looking for a Business Analyst to serve as the front door to its ServiceNow capability portfolio. The role will lead intake, discovery, demand assessment and business process analysis for a wide range of enterprise initiatives, ensuring that each opportunity is well‑understood and aligned with strategic goals.

Key responsibilities

• Act as the primary intake lead for new ServiceNow requests, opportunities and initiatives.
• Partner with stakeholders to capture business objectives, pain points and desired outcomes.
• Evaluate requests for strategic alignment, feasibility, business value and complexity.
• Lead discovery sessions, workshops and stakeholder interviews to document current‑state processes.
• Identify opportunities for automation, governance improvements and enhanced user experiences.
• Develop future‑state process designs, business cases and recommendations.
• Advise stakeholders on ServiceNow capabilities, best practices and platform standards.
• Collaborate with Product Owners and Solution Architects to shape solutions that deliver value while maintaining platform integrity.

Required profile

• Strong communication skills and the ability to engage stakeholders at all levels.
• Excellent business acumen with a focus on translating needs into actionable recommendations.
• Experience facilitating discussions, challenging assumptions and driving consensus.

Required skills

• Deep knowledge of the ServiceNow platform.