Sr. Technical Analyst - ServiceNow

RBC; Toronto; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

RBC is seeking a Senior ServiceNow Technical Analyst to coordinate production support activities for major systems on the ServiceNow platform. The role involves technical support, system performance monitoring, and collaboration with IT teams to enhance application functionalities. Ideal candidates will have a strong background in ServiceNow, ITIL practices, and excellent communication skills.

Benefits

Comprehensive Total Rewards Program

World-class training program in financial services

Opportunities for challenging work

Qualifications

• 3+ years of experience on ServiceNow Platforms.
• Experience with ITIL best practices.
• Strong analytical and problem-solving skills.

Responsibilities

• Coordinate production support activities for ServiceNow.
• Facilitate rollout of new applications and enhancements.
• Manage deployment of solutions and patches across environments.

Skills

Computer Operations

Customer Service

Problem Resolution

ServiceNow Platform

Workflow Management

Education

Relevant college, university, or post-graduate degree in Computer Science

Job description

Job Summary

As a Senior ServiceNow Technical Analyst, you will coordinate production support activities for all major systems and relevant subsystems on ServiceNow platform

Job Description

What will you do?

• Coordinate production support activities for all major systems and related subsystems to ensure the integrity of computer-generated data. Provide technical support to end-users and perform problem resolution/troubleshooting within ServiceNow and ensure performance is maintained

• Facilitate and support the rollout of new application and enhancements in ServiceNow. Collaborate with ITSM Support lead, ITSM Development Lead, ITSM Solution Architect.

• Provides support for loading, administration, and maintenance of data between ServiceNow and other systems, and manage requests within Access Manager for ServiceNow roles.

• Perform installation and testing of ServiceNow updates and new releases.

• Develop ServiceNow reports and dashboards.

• Manages the deployment of solutions, patches and upgrades across production environments.

• Manages UI Changes with the usage of Web Technologies such as XML, HTML, SQL and integrations using REST, SOAP and API.

• Monitor Health, analysis on system performance issues, determines performance enhancements and overall compliance of ServiceNow and it’s applications.

• Manages backups between ServiceNow and the data warehouse.

What do you need to succeed? Must have:

• Relevant college, university, or post-graduate degree in Computer Science or equivalent years of experience as a Technical Analyst.

• 3+ years of experience on ServiceNow Platforms - Data model and relationships including workflows, UI design, and business rules.

• Experience with ITIL best practices and procedures.

• Experience with incident, change problem, request, CMDB and knowledge management applications.

• Experience with Performance Analytics.

• Excellent communication skills, clearly conveys information and ideas through variety of media.

• Strong organizational skills, analytical and problem-solving skills to resolve technical issues.

Nice to Have:

• ServiceNow System Administrator Certification.

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.

• Leaders who support your development through coaching and managing opportunities.

• Ability to make a difference and lasting impact.

• Work in a dynamic, collaborative, progressive, and high-performing team.

• A world-class training program in financial services.

• Opportunities to do challenging work.

#LI-Hybrid

#LI-Post

#TECHPJ

Job Skills

Computer Operations, Customer Service, Group Problem Solving, Information Technology (IT) Infrastructure, ITSM, Problem Resolution, ServiceNow Orchestration, ServiceNow Platform, Standard Operating Procedure (SOP), System Applications, Systems Software, Teamwork, Workflow Management

Additional Job Details

Address:

RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City:

TORONTO

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

TECHNOLOGY AND OPERATIONS

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-05-20

Application Deadline:

2025-06-30

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

Join our Talent Community

Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.

Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.