Perm Intermediate and Senior Process Analyst ServiceNow Service Mapping to one

* Contract to Perm* - Intermediate Process Analyst with Service Now Service Mapping Experience to support one of our major banking clients /

Location:
Toronto - Hybrid (2 days a week on site) or Remote if outside GTA

Duration: 6 Months (Must Convert to Perm)

Hours: 37.5 Hours Per Week

Salary: 80-k

Purpose:

We are seeking a skilled and detail-oriented Process Analyst with expertise in Service Now Service Mapping to join our IT team. This role is pivotal in analyzing, optimizing, and mapping IT processes to support effective configuration management, operational resilience, and service transparency. The ideal candidate will possess hands-on experience with Service Now’s Discovery and Service Mapping modules, and a strong understanding of ITIL practices.

Accountabilities

• Analyze and document existing business processes, workflows, and data flows within the IT environment.

• Configure and maintain Service Now Service Mapping to provide accurate, real-time visibility into the application and infrastructure topology.

• Collaborate with infrastructure, application, and operations teams to identify critical services and ensure accurate CI (Configuration Item) relationships.

• Support integration into the design, development, and continuous improvement of ITSM processes (e.g., Change, Incident, Problem, CMDB).

• Validate discovered CIs and mapped services to ensure alignment with business and technical requirements.

• Develop detailed process documentation, flowcharts, standard operation procedures (SOPs), and data models.

• Recommend improvements to workflows and integrations to streamline service delivery and reduce manual intervention.

• Assist with CMDB governance, data quality monitoring, and lifecycle management initiatives.

• Contribute to Service Now platform upgrades and enhancements, focusing on Service Mapping and Discovery impact.

• Document, publish and implement training material and plans to support end-users and stakeholders of Service Design and Mapping capabilities and usage.

Dimensions

• Required to cross train colleagues

• Supports one or more key areas of bank Technology

• Work simultaneously on multiple projects

• Global scope including multiple geographics and subsidiaries

Education / Experience / Other Information

• Bachelor’s degree in Information Systems, Computer Science, or a related field (or equivalent experience).

• 5-8 years of experience as a Process Analyst, Business Analyst, or ITSM Analyst.

• 3+ years of hands-on experience with Service Now Service Mapping and Discovery tools.

• Strong understanding of CMDB structure, CI relationships, and data governance.

• Familiarity with ITIL v3 or v4 frameworks and processes.

• Excellent analytical, problem-solving, and communication skills.

• Ability to work independently and collaboratively in a cross-functional team environment.