Senior Manager, ServiceNow Business Analysis

6 days ago

Toronto, Canada Royal Bank of Canada> Full time

Job Summary

Job Description

What is the opportunity?

  • Leadership opportunity – drive the strategic vision for business analysis and quality assurance within ServiceNow platform, working directly with cross-functional teams, stakeholders and leaders to deliver impactful results.
  • Career growth – enhance your expertise in ServiceNow while gaining exposure to enterprise level initiatives that position you as a key leader in transformation.
  • Innovation – be at the forefront of designing and implementing solutions that streamline workflows and enhance efficiency for the bank.
  • Collaboration – join a high performing fast-paced team of leaders, developers, architects, and professionals that manage one of the cornerstone platforms for the bank.
  • Competitive compensation – enjoy a robust compensation package including salary, performance bonus and comprehensive benefits.
  • Work-Life balance – enjoy working is a supportive and flexible environment that values employee well being and a hybrid work environment. 

What will you do?

  • Lead a team of business analysts / quality assurance analysts in the collation and articulation of IT business requirements, ensuring strategic alignment between IT and business functions.
  • Oversee the development and execution of QA strategies to ensure ServiceNow solutions meet business needs and quality standards.
  • Collaborate with cross-functional teams to deliver scalable and efficient solutions across all implemented ServiceNow modules.
  • Develop and maintain documentation for business requirements and test plans.
  • Drive innovation and process improvement initiatives across the ServiceNow ecosystem, leveraging RBC and industry best practices.
  • Communicating with key stakeholders on the establishment of IT project expectations and priorities, to support business processes.
  • Consulting on business cases, referring to the project's scope, objectives, budget, schedule, and risk assessment, while considering how these aspects integrate with other IT business operations.
  • Establishing IT project/team metrics and processes to ensure that all client requirements are fully met.
  • Manage and mentor a team of BSA/QAs fostering a culture of collaboration and excellence.
  • Stay updated on ServiceNow platform enhancements and trends to drive strategic roadmap planning.

What do you need to succeed?

Must Have

  • BSc in Information Technology
  • 10+ years IT experience with at 7 years’ experience in business analysis and/or quality assurance of which at least 4 years working with ServiceNow.
  • Thorough understanding of multiple ServiceNow modules such as ITSM, ITOM, IRM, and HRSD
  • Strong background in business analysis and quality assurance methodologies, with hands-on experience in process improvement, requirements gathering and testing strategies.
  • Proven results in working on Agile and DevOps teams, leveraging iterative delivery models (Kanban or Scrum) and CI/CD pipelines.
  • Strong skills in the following areas:
    • Communication
    • Analytical and Problem Solving skills
    • High emotional intelligence with the ability to pivot quickly and adapt to a fast-paced and dynamic environment.
    • Ability to manage competing priorities.

Nice to Have

  • Certified ServiceNow System Administrator
  • Past People Manager Experience
  • ITIL Foundations or higher
  • Experience working at a major FI or large enterprise.

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

  • A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
  • Leaders who support your development through coaching and managing opportunities
  • Ability to make a difference and lasting impact
  • Work in a dynamic, collaborative, progressive, and high-performing team
  • A world-class training program in financial services
  • Opportunities to do challenging work, to take on progressively greater accountabilities and to building close relationships with clients
  • Access to a variety of job opportunities across business and geographies.

#LI-Post

#LI-Hybrid

#LI-PK

Job Skills

Business Appraisals, Business Process Modeling, Commercial Acumen, Communication, Critical Thinking, Group Problem Solving, Interpersonal Relationship Management, IT Development, IT Processes, Management of Employees, People Management, Process Automations, Process Integration, Process Procedures, Quality Assurance Processes, Quality Engineering, Quality Management, Quality Performance, Requirements Analysis, Resource Management, Team Management

Additional Job Details

Address:

RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City:

TORONTO

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

TECHNOLOGY AND OPERATIONS

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2024-11-26

Application Deadline:

2024-12-20

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
​​​​​​​
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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