Consultant, ServiceNow Business Systems Analyst

Consultant, Service Now Business Systems Analyst

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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.

• 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.
• 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).
• Agile Delivery & Story Development – Support Agile delivery teams by translating requirements into clear user stories and acceptance criteria.
• Delivery Coordination & Enablement – Collaborate with Product Owners and delivery partners to support sequencing, dependency awareness, and readiness for implementation.
• Data, Compliance & Governance Awareness – Support solutions that meet enterprise performance, security, audit, and compliance expectations.
• Continuous Improvement & Collaboration – Contribute to ongoing optimization of Service Now processes and capabilities by sharing insights and promoting best practices.

• You have 3+ years of experience as a Business Systems Analyst supporting Service Now solutions, with direct exposure to IT Asset Management (SAM & HAM).
• You have worked within Agile delivery environments and are familiar with translating requirements into user stories.
• You bring a strong understanding of Service Now platform concepts, asset life cycles, and data relationships.
• You are goal‑oriented, motivated by achieving results, and thrive in a matrixed enterprise environment.
• You communicate detailed information effectively and act like an owner, taking initiative to deliver results.
• Values matter – you align with trust, teamwork, and accountability.

• Competitive salary, incentive pay, banking benefits, and a benefits program.
• Defined benefit pension plan, employee share purchase plan, vacation, wellbeing support, and Moment Makers social recognition.
• Opportunities to grow with support from leadership and initiatives like Purpose Day.
• Subject to plan and program terms and conditions.

• Inclusive environment – we value diversity and provide an accessible candidate experience.
• Clear hiring process – roles posted are actively recruiting unless stated otherwise.
• Legal eligibility to work in the specified location and a valid work or study permit if required.
• Assessment and skills tests may be requested.
• We use AI tools during recruitment to better understand your fit for the role.

Toronto – 81 Bay, 14th Floor

Regular – Full‑time

37.5 hours

Agile Methodology, Analytical Thinking, Asset Management, Business Requirements, Business Systems Analysis, IT Asset Management, IT Process Improvement, Process Documentation, Service Delivery, Service Now Hardware Asset Management, Service Now Software Asset Management, Solutions Design, System Applications, Technical Knowledge

Mid‑Senior level

Banking

Information Technology