ServiceNow Analyst

Finance Professionals Inc.; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading financial institution in Downtown Toronto is seeking a ServiceNow Analyst to enhance change and release management processes. The ideal candidate will possess over 8 years of experience in technical domains, specifically with Agile methodologies, DevOps practices, and ServiceNow. This role offers the opportunity to drive strategic initiatives, engage with cross-functional teams, and champion automation to enhance process efficiency within one of Canada's Top 5 Banks.

Qualifications

• 8+ years of experience in a technical domain.
• 3-5 years of experience in ITIL/IT Service Management.
• 3+ years of experience with ServiceNow, particularly DPR and Release Management.

Responsibilities

• Drive the vision and evolution of change and release management processes.
• Lead the analysis, design, and continuous improvement of change and release processes.
• Implement and monitor KPIs and metrics to assess process performance.

Skills

Agile

DevOps

CI/CD pipelines

ITIL

ServiceNow

Problem-solving

Communication

Education

Bachelor's degree in Computer Science

Tools

JIRA

Jenkins

GitLab

Job description

Our client, a leading financial institution inDowntown Toronto,is looking for a ServiceNow Analyst to drive the vision and evolution of change and release management processes across the enterprise. The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.

Typical Day in role:

Strategic Leadership

• Drive the vision and evolution of change and release management processes across the enterprise.

• Build strong relationships with stakeholders across technology, risk, audit, and business lines.

Process Design & Optimization

• Lead the analysis, design, and continuous improvement of change and release processes.

• Collaborate with platform teams, CIO representatives, and SREs to ensure alignment with business and technical requirements.

Integration & Automation

• Oversee the integration of ServiceNow DPR with DevOps pipelines and orchestration tools.

• Champion automation of release workflows and change approvals to improve velocity and compliance.

Governance & Compliance

• Enforce process standards, controls, and audit readiness.

• Ensure regulatory and risk requirements are embedded in all release and change activities.

Training & Documentation

• Develop and deliver training programs to promote process adoption.

• Maintain comprehensive documentation for processes, workflows, and governance models.

Reporting & Metrics

• Implement and monitor KPIs and metrics to assess process performance and compliance.

• Present insights and recommendations to leadership and key stakeholders.

• Lead cross-functional initiatives related to change and release management.

• Engage stakeholders such as legal, risk, and audit during project planning and execution.

Must-Have Skills:

• 8+ years of experience in a technical domain (e.g., software development, operations, process engineering).

• Strong understanding of Agile, DevOps, and CI/CD pipelines.

• 3–5 years of experience in ITIL / IT Service Management.

• 3+ years of experience with ServiceNow, particularly DPR and Release Management modules.

• Familiarity with process analysis techniques (e.g., Value Stream Mapping, Six Sigma).

Nice-To-Have Skills:

• Advanced ITSM experience, especially with ITIL frameworks.

• Experience with JIRA, Jenkins, GitLab, or other DevOps tools

Soft Skills Required:

• Critical thinker with strong analytical and problem-solving abilities.

• Proven leadership in both people and process initiatives.

• Champions a high-performance, inclusive, and customer-focused culture

• Excellent communication and stakeholder engagement skills.

• Fluency in English.

Education:

• Bachelor’s degree in Computer Science, Computer Engineering, or a related field.

Finance professional is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. We advocate for you and welcome anyone regardless of race, color, religion, national origin, sex, physical or mental disability, or age.