Consultant, ServiceNow Business Systems Analyst

CIBC • Toronto, ON

1d • Hybrid

About The Position

As a Consultant, ServiceNow Business Systems Analyst within the Technology Operations team at CIBC, you will bridge business needs and technology solutions across the ServiceNow platform. You will lead intake and analysis of business requirements, facilitate stakeholder engagement, and support the design and implementation of scalable solutions across multiple ServiceNow modules. Collaborating closely with product owners, developers, and business partners, you will translate requirements into Agile user stories, support delivery and prioritization, and ensure solutions meet performance, security, and user experience standards. You will contribute to ongoing process optimization and continuous improvement initiatives while enabling effective adoption of ServiceNow capabilities across the organization. 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

• 3+ years of experience working as a Business Systems Analyst supporting ServiceNow or similar enterprise platforms.
• Experience working in Agile environments.
• Comfortable collaborating with cross-functional teams to deliver business solutions.
• Comfortable translating business requirements into user stories and supporting delivery through development, testing, and release.
• Strong understanding of ServiceNow platform concepts.
• Exposure to modules such as ITSM, Request Management, or CMDB.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

Nice To Haves

• Exposure to asset management, CMDB, or governance practices is considered an asset.
• Exposure to IT Asset Management (SAM/HAM) is considered an asset but not required.
• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
• You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way.
• You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results.
• You look beyond the moment. You know what you do will make a difference today and tomorrow. You look for new opportunities to define what's possible.

Responsibilities

• Work closely with business stakeholders, product owners, and technology teams to gather, analyze, and document business requirements.
• Apply structured analysis to assess current-state processes and support future-state solutions across ServiceNow capabilities.
• Support delivery across ServiceNow modules (e.g., ITSM, Request Management, CMDB, and other platform capabilities) by translating requirements into clear user stories and acceptance criteria.
• Participate in backlog refinement, sprint planning, and delivery activities within Agile teams.
• Collaborate with development and QA teams to support end-to-end delivery, including requirements clarification, testing coordination, and release readiness.
• Ensure alignment with Agile practices and enterprise delivery frameworks.
• Contribute to data quality, reporting, and process optimization initiatives by supporting accurate documentation, data flow understanding, and continuous improvement of ServiceNow processes.
• Partner with multiple lines of business and technology teams to manage dependencies, remove blockers, and ensure alignment across initiatives.
• Support communication and coordination in a matrixed environment.
• Identify opportunities to enhance processes, improve user experience, and drive efficiency within ServiceNow workflows.
• Contribute ideas and insights to strengthen platform capabilities and team effectiveness.

Benefits

• competitive salary
• incentive pay
• banking benefits
• a benefits program
• defined benefit pension plan
• an employee share purchase plan
• a vacation offering
• wellbeing support
• MomentMakers, our social, points-based recognition program
• Purpose Day; a paid day off dedicated for you to use to invest in your growth and development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees