Job Description

Job Summary

We're looking for a skilled and driven Senior Business Systems Analyst to join our team in a blended role focused on supporting RBC's employee facing portal for IT products & Services. This role offers the opportunity to make a meaningful impact by improving how end users interact with and experience our ServiceNow platform. You'll help shape service request processes, support continuous improvement, and work closely with both technical and business partners

What will you do?

Play an integral role on the team to support our user portal, helping manage intake, triage, and resolution of ServiceNow service request-related inquiries from end users. Support routing of service requests and escalations to the correct fulfillment teams. Identify and propose opportunities for workflow optimization and improved request handling. Collaborate with stakeholders to gather requirements, document user stories, and support backlog grooming in alignment with Agile practices. Translate stakeholder business needs into functional and technical requirements. Document findings, analysis, and recommendations in a clear, actionable format. Analyze and map business processes to identify improvements using ServiceNow capabilities. Create and manage test plans and execution for catalog updates and new workflows.


What do you need to succeed? Must have:

3+ years working in ServiceNow, ideally with Service Request Catalog functionality Strong understanding of ITIL best practices and IT service management processes Strong interpersonal and customer service skills with confidence interacting directly with end users Ability to create clear, concise documentation and translate business needs for technical teams Self-motivated with the ability to manage multiple priorities in a fast-paced environment

Nice-to-have:

Knowledge of UI/UX principles to improve the end-user experience in service request design Experience on additional ServiceNow ITSM modules ServiceNow Certified System Administrator Experience with Agile tools such as Jira and Confluence

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 Flexible work/life balance options Opportunities to do challenging work

#LI-Post


#LI-Hybrid


#TechPJ

Job Skills

Adaptability, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, Hardware Infrastructure, Information Technology Trends, Operational Delivery, Systems Software

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:

2025-05-20

Application Deadline:

2025-06-30

Note

:

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

I

nclusion

and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.