Servicenow Business Systems Analyst

7 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 181419

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**The Team**

We are the Service Management Technology (SMT) team under Global Enterprise Technology (GET). We utilize the ServiceNow tool to provide the enterprise ticketing system supporting the bank’s tracking of incident/problem/change management; service requests; asset management & configuration management etc.

**The Role**

Reporting to the Senior Manager, you are responsible for the requirements gathering, including workshops with business clients, process teams and other related support teams, the liaison between business and the development teams, the creation of test plan, test strategy, manual testing and automation testing. An active collaborator on the Agile project team, you are responsible for driving the full software development lifecycle (SDLC) from the beginning to the completion of the projects, also you will follow up with the troubleshooting of any production issues reported and fix if required, any further enhancements and ensure working products are delivered with quality.

**Some of the Key Accountabilities include**:

- Must be able to work on 4~6 initiatives at the same time, some are complex projects
- Typical assignments include leading the workshops to gather requirements for BAU releases and projects, liaise between clients and technical resources
- Participate in intake triage and Release/Change management activities
- Participate in functional (SIT) test cycle, including test cases creation, test execution and defects tracking, manage UAT cycle of releases and obtain UAT sign off
- Lead/Participate ServiceNow version upgrade and quarterly patches
- Lead/Participate the test automation scripts creation and execution
- Share the responsibility of BA and QA process/procedure continuously improvement with management
- Mentor junior/intermediate, newly joined team members and contractors for BA and QA related
- Participate with Production incident analysis and troubleshooting from Requirements perspective

**What You Will Bring to Succeed**

Must have:

- You have at least 5+ years of hands-on technical working experience as a Business Analyst
- You have at least 3+ years hands-on technical working experience on ServiceNow Applications e.g. Incident, Problem, Change, Service Request, Hardware Asset Management9HAM); Configuration Management Database (CMDB); Software Asset Management (SAM) and Knowledge Management, Common Service Data Model (CSDM)
- You have in-depth knowledge of ITIL foundation and IT Service Management
- You possess project management knowledge in order to work with large & complex project teams.
- You have strong communication skills (verbal/written/presentation) skills.
- You can demonstrate strong problem solving and negotiation skills.
- You can demonstrate the ability to adapt at working in both Agile and traditional Waterfall SDLC methodologies.
- You have a post-secondary education in Computer Science, Engineering, Information Sciences, or equivalent

Nice to have:

- ServiceNow System Administrator (CSA) certificate
- ITIL V4 Foundation certificate
- Experience working in cross functional team implementing agile / lean practices

**The Workplace**
- We are technology partners who help the business transform how our employees around the world work
- We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success
- You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
- We foster an environment of innovation and continuous learning
- We care about our people, allowing them to design how they work to deliver amazing results
- We offer a competitive total rewards package, including a performance bonus, company matching programs (on pension & profit sharing), and generous vacation

LI-Hybrid

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

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