Consultant, ServiceNow Business Systems Analyst at CIBC · Toronto

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 at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What you’ll be doing

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.

 How you’ll succeed

• Requirements Analysis & Stakeholder Collaboration - 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.
• ServiceNow Platform Delivery - 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.
• Agile Delivery & SDLC Participation - 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.
  Data & Process Awareness - Contribute to data quality, reporting, and process optimization initiatives by supporting accurate documentation, data flow understanding, and continuous improvement of ServiceNow processes. Exposure to asset management, CMDB, or governance practices is considered an asset.
• Cross-Functional Collaboration - 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.
• Continuous Improvement Mindset -  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.

Who you are

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

#LI-TA

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

• We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-81 Bay, 14th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

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