ServiceNow Business Process Champion (Enterprise Technology Asset Management)

TD; Toronto; On-site; CAD 97,000 - 137,000; Full time

Job summary

TD is seeking a ServiceNow Business Process Champion in Toronto, bridging the gap between the development team and business stakeholders. You will ensure the Platform solves business problems, not just automates processes, and act as a platform advocate.

You will lead design workshops, translate requirements into detailed stories, guide change management, and oversee testing to meet acceptance criteria. A strong BA/PM background and ITIL v4 knowledge are essential.

Qualifications

• 5+ years of experience as Business Analyst, Process Consultant, or Project Manager.
• 3+ years of experience with the ServiceNow Platform (IT Asset Management, CMDB, CSDM, HAM, SAM).
• Deep understanding of Agile/Scrum and NowCreate methodologies.
• Strong grasp of ITIL v4 Frameworks.
• Proven ability to communicate effectively and facilitate workshops.

Responsibilities

• Lead workshops to map current processes and design workflows using ServiceNow.
• Translate business requests into detailed stories and specifications for developers.
• Promote platform features to minimize customization and drive value.
• Lead business acceptance testing to ensure delivery meets criteria.
• Train staff on designed solutions and drive adoption.
• Define and monitor KPIs to measure value realization and risk mitigation.

Skills

Business Analysis

Process Re-engineering

Project Management

Agile/Scrum

Communication

Documentation

Education

Certified System Administrator (CSA)

Certified BPA Professional

ITIL v4

CPO Certification (plus)

Tools

NowCreate

Job description

Work Location:

Toronto, Ontario, Canada

Hours

37.5

Line Of Business

Enterprise Enabling Functions

Pay Details

$96,900 - $136,800 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description

ServiceNow Business Process Champion

The Business Process Champion (BPC) is a hybrid role that sits between the ServiceNow technical development team and business stakeholders. Their job is to ensure that the Platform solves business problems instead of automating bad processes. They are often referred to as Business Process Consultants or Business Analysts.

They are the advocates for the platform. They don't just gather requirements; they also challenge the status quo and drive out of the box best practices to minimize technical debt and drive data quality.

Key Accountabilities

• Process Design & Re-engineering – lead workshops to map current processes and design workflows to leverage ServiceNow capabilities to meet business outcomes
• Requirement Translation – convert business requests into structured, detailed stories and functional specifications that developers can build, in partnership with design oversight from Solution Architects
• OOTB Advocacy – market, communicate and utilize platform features and functions to meet business needs to reduce or eliminate customization
• BAT Oversight – lead business acceptance testing to ensure technical delivery meets business needs as defined in acceptance criteria
• Change Management – Act as a "super user" to train business staff on designed solutions and drive adoption
• KPI & Governance – Define and monitor success metrics for business stakeholders to measure value realization, cost savings, productivity gains and risk mitigation.

Education & Experience

• 5+ years' experience as Business Analyst, Process Consultant, or Project Manager
• 3+ years' experience with the ServiceNow Platform (IT Asset Management, CMDB, CSDM, HAM, SAM)
• Deep understanding of Agile/Scrum and NowCreate methodologies
• Strong grasp of ITIL v4 Frameworks
• Proven ability to communicate effectively, facilitate workshops between business & technical resources
• Strong technical writing/documentation skills

Required Certifications

• Certified System Administrator (CSA)
• Certified Practitioner Business Process Analyst (BPA), Professional Business Process Analyst Preferred
• Certified ServiceNow Platform Owner (CPO) would be a plus
• ITIL v4

Who We Are

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process

We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

Language Requirement (Quebec Only)

Sans Objet