Business Analyst

This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.

Why WestJet:

Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.

Join us, this is where your career story takes off.

The Business Analyst serves as the front door to the ServiceNow capability portfolio, leading intake, discovery, demand assessment and business process analysis across a broad range of enterprise initiatives.

This role works closely with business stakeholders, Product Owners, platform leadership, solution architecture and governance forums to ensure opportunities are properly understood, evaluated and shaped before entering delivery roadmaps.

The successful candidate will possess deep ServiceNow knowledge, exceptional communication skills and strong business acumen. They must be comfortable engaging stakeholders at all levels of the organisation, facilitating discussions, challenging assumptions, identifying opportunities and translating business needs into actionable recommendations.

This role is critical in helping WestJet maximise the value of the ServiceNow platform by ensuring investments are aligned to business priorities, strategic outcomes and enterprise standards.

Key deliverables & responsibilities:

Act as the primary intake lead for new ServiceNow requests, opportunities and initiatives

Partner with stakeholders to understand business objectives, pain points and desired outcomes

Evaluate requests for strategic alignment, feasibility, business value and complexity

Ensure incoming demand is sufficiently understood and documented before entering governance or delivery processes

Identify opportunities to simplify, consolidate or improve requests before they become projects

Support prioritisation discussions by ensuring requests are evaluated consistently

Lead discovery sessions, workshops and stakeholder interviews

Analyse current-state business processes, workflows and operating models

Identify opportunities for automation, visibility, governance improvements and enhanced user experiences

Document business requirements, process maps, business cases and recommendations

Develop future-state process designs that align with organisational objectives and platform capabilities

Evaluate dependencies, risks and impacts associated with proposed initiatives

Leverage extensive ServiceNow experience to advise stakeholders on platform capabilities and best practices

Help business partners understand available options, trade-offs and implementation considerations

Promote standardisation, reuse and sustainable platform design principles

Collaborate with Product Owners and Solution Architects to shape solutions that deliver business value while maintaining platform integrity

Identify opportunities to extend existing capabilities before introducing new solutions

Experience & qualifications:

Bachelor’s Degree in relevant technical or business-related area

5+ years in relevant technical or business facing teams

ServiceNow Certified System Administrator (CSA) preferred

ServiceNow Certified Implementation Specialist certification(s) preferred

Experience supporting enterprise governance, portfolio management or demand management functions

Experience within large, complex organisations

Experience supporting workflow transformation, digital transformation or service management initiatives

Experience working with executive governance forums and leadership teams.

Excellent communication and presentation skills

Passion for technology, process analysis and improvement

High degree of confidence while influencing stakeholders outside of their team

Proven track record to communicate both in business and technical fields, ability to translate between both

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

A fun and friendly culture with colleagues who work together to win

Travel privileges for you and your family, effective from your start date

Savings and Benefit programs that are flexible to meet your specific needs

About WestJet Group of Companies

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia. The WestJet Group is a major Canadian employer and includes WestJet Airlines, WestJet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.

Our safety promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

Our commitment to diversity, equity and inclusion

We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at talent@westjet.com.

We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us.

For more information about everything WestJet, please westjet.com/aboutus.

If you wish to withdraw your application or request that your personal information be deleted, please contact us at talent@westjet.com.