Technical Specialist - ServiceNow Platform

Bank of Montreal; Toronto; On-site; CAD 60,000 - 112,000; Full time

Job summary

A leading financial institution is seeking a Technical Specialist for the ServiceNow Platform. This role involves implementing ServiceNow solutions, collaborating with stakeholders, and driving platform adoption. The ideal candidate will have strong analytical skills and experience in ServiceNow implementations, contributing to the efficiency of IT operations.

Benefits

Health Insurance

Tuition Reimbursement

Accident and Life Insurance

Retirement Savings Plans

Qualifications

• 4-6 years of relevant experience in ServiceNow.
• Strong ITIL experience and/or certification.

Responsibilities

• Liaises with stakeholders to understand business challenges.
• Supports and leads requirements gathering workshops.

Skills

Analytical Skills

Collaboration

Problem-Solving

Influence Skills

Education

Post-secondary degree in related field

Tools

ServiceNow

APIs

Job description

Technical Specialist - ServiceNow Platform

Technical Specialist - ServiceNow Platform

Apply locations : Toronto, ON, CAN

Time type : Full time

Posted on : Posted 2 Days Ago

Job requisition id : R240026498

Application Deadline : 06 / 29 / 2025

Address : 4100 Gordon Baker Road

Job Family Group : Technology

The ServiceNow Platform Technical Specialist will support and lead implementations of ServiceNow Platform capabilities across multiple domains such as ITSM (IT Service Management), ITOM (IT Operations Management), CMDB (Configuration Management Database), CSM (Customer Service Management), SPM (Strategic Portfolio Management), SecOps (Security Operations), and more.

The role sits within the ServiceNow Platform Team and is tasked with driving Platform adoption through implementation of solutions leveraging the ServiceNow technology stack.

Responsibilities include :

• Liaises with business stakeholders to understand existing business challenges, needs, and pain points.
• Facilitates discussions and follows a structured approach to plan, elicit, analyze, document, communicate and manage requirements with stakeholders.
• Alignment of business problem statements with appropriate ServiceNow Platform solutions and / or capabilities.
• Support and / or lead requirements gathering workshops - working closely with IT and Business stakeholders.
• Operate as a SME of the ServiceNow Platform and a domain Product expert.
• Follow the Platform SDLC– support documentation of existing business processes / technology, look for opportunities to streamline & automate where appropriate.
• Support feasibility analysis and recommend solutions based on deep understanding of Pros, Cons, Risks, and Trade offs using available technologies.
• Align solutions with Platform Architecture principles and technical guardrails to ensure solutions are sustainable, supportable, and upgradeable.
• Manage SDLC artifacts such as HRLD, LRD, User Stories.
• Translate requirements and use cases into test conditions and expected results for products in the QA and UAT (User Acceptance Testing) cycles.
• Support configurations using low-code / no-code capabilities such as Flow Designer, UI Builder, Process Automation Designer, Catalog Builder, Creator Studio, App Engine, and more.
• Embrace emerging technologies such as Gen AI / Agentic AI on the ServiceNow Platform.
• Build exceptional working relationships with business partners and internal stakeholders including BMO technology and BMO business units to deliver desired outcomes.
• Identify and define detailed product requirements and use cases using various techniques, depending on the types of requirements being documented (eg. user stories, requirements documents, use case diagrams, swim lane diagrams, data flow diagrams, etc).
• Participate in reviews of the designs, prototypes and completed products to ensure they fulfill the requirements.
• Support bi-annual ServiceNow Platform Upgrades.
• Understanding of enterprise ServiceNow & IT infrastructure operational environment and industry best practice.
• Plans and conducts third-party software analysis / integrations as needed for inclusion in the project solution.
• Identifies, analyzes, and interprets trends or patterns in complex data sets.
• Remains alert to new techniques for insights, analytics, and data visualization, and devises new ways of applying them.
• Recommends approaches to streamline and integrate technological processes in the organization to improve overall efficiency.
• Identifies opportunities to strengthen Platform operations & process maturity, such as : sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across BMO.
• Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Broader work or accountabilities may be assigned as needed.

Qualifications :

• Between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• 2-3 years in a ServiceNow Process Analyst or Technical Analyst.
• Strong ITIL experience and / or certification.
• Additional ServiceNow certifications / credentials is a plus - ie : Certified System Admin (CSA), Micro-certifications.
• Demonstrated experience in implementing ServiceNow solutions in large organizations.
• Possesses analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Demonstrates applied knowledge of one or more ServiceNow domains such as ITSM, ITOM, SecOps, CSM, ITAM etc.
• Understands complete Software Development Life Cycle (SDLC) and can apply the applicable portions of the ‘Feasibility,’ ‘Requirements,” and ‘Analysis’ phases.
• Understands Project Delivery Life Cycle (PDLC) processes including SCRUM and Hybrid agile methodologies.
• Demonstrated working experience in low-code / no-code configuration, APIs, plugins, and integrations with external systems.
• Demonstrates strong writing and documentation skills.
• Technical proficiency gained through education and / or business experience.
• Collaboration & team skills - In-depth.
• Analytical and problem-solving skills - In-depth.
• Influence skills - In-depth.

Salary : $60,000.00 - $111,700.00

The above represents BMO Financial Group’s pay range and type.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives

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