Business Analyst

Position Overview

This in-person role demands collaboration up to five days weekly, with flexibility based on business needs. Join WestJet, a leading Canadian airline known for its outstanding corporate culture and commitment to excellence since 1996.

Role Summary

The Business Analyst acts as the gateway to the ServiceNow portfolio, managing intake, discovery, demand evaluation, and business process analysis for a wide range of enterprise projects. This role partners with diverse stakeholders including business leaders, product owners, and solution architects to ensure opportunities are properly understood and aligned before progressing into delivery phases.

Key Responsibilities

• Lead the intake process for new ServiceNow-related requests and initiatives.
• Collaborate with stakeholders to grasp business goals, challenges, and desired results.
• Assess requests based on strategy, feasibility, value, and complexity.
• Ensure thorough documentation and understanding of incoming demand pre-governance or delivery.
• Find ways to simplify or consolidate requests before initiating projects.
• Support prioritization by ensuring consistent evaluation of requests.
• Conduct discovery workshops, interviews, and stakeholder sessions.
• Analyze existing business processes, workflows, and models.
• Spot opportunities for automation, improved governance, visibility, and enhanced user experience.
• Create business requirements, process maps, business cases, and recommendations.
• Design future-state processes aligned with organizational goals and platform capabilities.
• Evaluate risks, dependencies, and impacts of proposed initiatives.
• Utilize extensive ServiceNow expertise to advise on platform features and best practices.
• Guide business partners on options, trade-offs, and implementation considerations.
• Champion standardization, reuse, and sustainable platform design principles.
• Collaborate with product owners and architects to shape solutions that balance business value with platform integrity.
• Identify ways to extend current capabilities before proposing new solutions.

Required Qualifications and Experience

• Bachelor’s degree in a relevant technical or business discipline.
• Minimum of 5 years’ experience in technical or business-facing roles.
• ServiceNow Certified System Administrator (CSA) is preferred.
• Additional ServiceNow Implementation Specialist certifications are advantageous.
• Experience in enterprise governance, portfolio management, or demand management.
• Background working within large and complex organizations.
• Experience in workflow transformation, digital transformation or service management projects.
• Familiarity with executive governance forums and leadership engagement.
• Strong communication and presentation capabilities.
• Enthusiasm for technology, process analysis, and continual improvement.
• Confidence influencing stakeholders beyond immediate teams.
• Demonstrated ability to translate communication effectively between business and technical audiences.

Benefits of Working at WestJet

• Join a supportive and collaborative corporate culture focused on teamwork and success.
• Enjoy travel benefits for you and your family from your first day.
• Access flexible savings and benefits programs tailored to your needs.

About WestJet Group

Since launching in 1996 with a modest team and limited routes, WestJet has transformed Canadian air travel by offering affordable flights, growing the flying population significantly. Following the integration with Sunwing Airlines in 2025, the group now supports nearly 200 aircraft, connecting guests to over 100 destinations globally. WestJet and its subsidiaries are among Canada’s largest employers in the aviation and vacation sectors.

Safety Commitment

Safety is a core value at WestJet, with all team members expected to practice safe work habits. Roles designated as safety-sensitive require passing a pre-employment alcohol and drug test in accordance with company policy.

Diversity, Equity, and Inclusion

WestJet values uniqueness and diversity, encouraging applicants from all backgrounds to apply, even if they do not meet every qualification listed. Accommodations are available during the hiring process upon request.

Application Process

Applications are carefully reviewed with only selected candidates contacted for next steps. We encourage exploring future opportunities if this role is not the perfect fit.