Position Title: ServiceNow Analyst

Department: Global Technology Services

Location: Toronto, ON – Hybrid (2 days per week - eventually 4 days/week)

Length: N/A

Type: Full-Time Contract

Job Overview: We are seeking a highly technical ServiceNow Analyst whose primary mandate is to bridge complex business requirements with advanced platform capabilities. In this role, your absolute main function will be analyzing enterprise ITSM needs, designing scalable solutions, and configuring both out-of-the-box and custom applications within our massive ServiceNow environment. Because this role operates at the intersection of business analysis and technical development, you will heavily utilize your Certified System Administrator (CSA) and Certified Application Developer (CAD) expertise to evaluate feasibility, write scripts for custom workflows, and ensure the platform runs flawlessly across the bank's infrastructure.

Key Responsibilities

• Requirements Translation & Design: Act as the technical liaison between business stakeholders and the ServiceNow team, translating complex user requirements into actionable system designs, custom applications, and workflows.
• Platform Administration (CSA): Maintain the daily health of the ServiceNow platform, managing user access, roles, complex Access Control Lists (ACLs), UI policies, and data management tasks.
• Custom Application Solutions (CAD): Leverage your CAD expertise to analyze and configure custom applications, utilizing JavaScript, GlideRecord, and Client Scripts to build solutions that go beyond out-of-the-box (OOTB) capabilities.
• Workflow Customization & Automation: Design, test, and deploy automated workflows using Flow Designer and Business Rules to streamline enterprise IT service management and operations.
• Testing & UAT Management: Lead end-to-end testing of new ServiceNow releases, patches, and custom modules. Coordinate rigorous User Acceptance Testing (UAT) in sub-production environments prior to production migration.
• Integration Analysis: Analyze and support the technical mapping for REST/SOAP API integrations between ServiceNow and third-party banking applications or legacy systems.

Required Skills & Qualifications

• Mandatory Certifications: You must hold both current active certifications: ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Application Developer (CAD). This is a strict requirement.
• Technical Analytics Expertise: Proven experience operating as a technical analyst or hybrid developer/analyst, capable of both gathering requirements and writing the underlying scripts (JavaScript, HTML, CSS) to execute them.
• Platform Knowledge: Deep expertise across core ServiceNow modules, specifically ITSM (Incident, Problem, Change) and Service Portal, within a massively scaled enterprise environment.
• Custom Development Grasp: Strong understanding of ServiceNow backend architecture, including Business Rules, Script Includes, UI Actions, and custom table creation.
• Security & Compliance: Solid grasp of ITIL processes, data security standards, and enterprise compliance requirements, preferably within a financial or highly regulated setting.
• Experience: 5+ years of hands-on ServiceNow experience encompassing both administration and technical configuration/analysis.