Consultant, ServiceNow Business Systems Analyst

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered  team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

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As a Consultant, Service Now Business Systems Analyst in the Technology Operations team at CIBC, you will bridge business needs and technology solutions for the aforementioned modules. You will lead the intake and analysis of asset management requests, facilitate requirements gathering, and maintain clear documentation. Collaborating with stakeholders, solution architects, and developers, you will design and implement solutions that align with organizational objectives and maximize the efficiency of Service Now internal processes.

You will translate requirements into Agile user stories, support prioritization and delivery, and ensure solutions meet CIBC’s performance and security standards. You will oversee testing, demos, release coordination, and knowledge transfer, including bilingual documentation. Post-release, you will support business trials, incident management, and ongoing process optimization, while championing best practices and compliance with Agile and enterprise frameworks. If you are a strategic thinker with a passion for driving transformative change in strategies, we encourage you to apply for this exciting opportunity and be a key player in shaping the future of Service Now processes at CIBC.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

• Requirements Analysis & Stakeholder Collaboration - Work closely with IT Asset Management stakeholders, data owners, and technology partners to understand business needs, document functional requirements, and ensure shared understanding across teams. Apply structured analysis to assess current-state processes and support future-state enablement within the Service Now platform.
• Service Now IT Asset Management Knowledge - Apply hands‑on knowledge of Service Now IT Asset Management capabilities, including Software Asset Management (SAM / SAM Pro) and Hardware Asset Management (HAM / HAM Pro), to support solution discussions, requirement refinement, and feature adoption within a mature enterprise environment.
• Agile Delivery & Story Development - Support Agile delivery teams by translating requirements into clear user stories and acceptance criteria, and by participating in backlog refinement, sprint planning, and delivery ceremonies. Maintain awareness of how work progresses through development, testing (SIT/UAT), and production release.
• Delivery Coordination & Enablement - Collaborate with Product Owners and delivery partners to support sequencing, dependency awareness, and readiness for implementation, including requirements related to integrations and data flows. Contribute to delivery planning while aligning with broader enterprise roadmaps and governance.
• Data, Compliance & Governance Awareness - Support solutions that meet enterprise performance, security, audit, and compliance expectations by maintaining attention to data integrity, documentation quality, and process consistency in regulated environments.
• Continuous Improvement & Collaboration - Contribute to ongoing optimization of Service Now processes and capabilities by sharing insights, supporting retrospectives, and promoting best practices across teams and stakeholders.

• You can demonstrate 3+ years of experience working as a Business Systems Analyst supporting Service Now solutions, with direct exposure to IT Asset Management, including SAM and HAM. You have worked within Agile delivery environments and are familiar with translating requirements into user stories and supporting delivery through development, testing, and release. You bring a strong understanding of Service Now…