Job Description

Banking Client is seeking a Business Analyst - IT - 4 to support its IT Service Management team's ongoing initiative to re-engineer Service Management processes and implement robust tooling. This role is ideal for a professional with strong experience in Change/Release Management, DevOps integration, CI/CD pipeline automation, and ServiceNow. A successful candidate will bring a strategic mindset, governance knowledge, and a hands-on approach to driving automation, compliance, and service excellence.
Job Role: Business Analyst - IT - 4
Job Location: Toronto, ON/Hybrid
Job Derscription:
Must-Have:

• 8+ years' experience in a technical domain (e.g., software development, operations, process engineering).
• Strong understanding of Agile, DevOps, and CI/CD pipelines.
• 3-5 years of experience in ITIL / IT Service Management.
• 3+ years of experience with ServiceNow, particularly DPR and Release Management modules.
• Familiarity with process analysis techniques (e.g., Value Stream Mapping, Six Sigma).

Nice-to-Have:

• advanced ITSM experience, especially with ITIL frameworks.
• Spanish language skills.
• Experience with JIRA, Jenkins, GitLab, or other DevOps tools
• ITIL certification preferred

Soft Skills:

• Critical thinker with strong analytical and problem-solving abilities.
• Proven leadership in both people and process initiatives.
• Champions a high-performance, inclusive, and customer-focused culture
• Excellent communication and stakeholder engagement skills.
• Fluency in English

Best VS. Average Candidate:
A strategic and technically fluent leader who bridges the gap between process and technology. The ideal candidate has hands-on experience in both development and operations, excels in process design, and thrives in a fast-paced, agile environment.