*Contract to Perm* - Intermediate and Senior Process Analyst with ServiceNow Service Mapping Experience to support one of our major banking clients- 39588/

*Contract to Perm* - Intermediate Process Analyst with ServiceNow Service Mapping Experience to support one of our major banking clients 39588/39589

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: 80-100k

Story Behind the Need

Business group: GTEP - Service Support

Project: We’re seeking a Senior Process Analyst to lead the process mapping workstream and own training & documentation for Service Level Management and Service Design. You will function as both a Service Mapping administrator (privileged configuration in ServiceNow) and a process specialist who partners with process owners to mature ITSM, CMDB governance, and service transparency.

Typical Day in Role:

• Lead the analysis and documentation of current state processes, workflows, and data flows across IT.

• Configure and maintain ServiceNow Service Mapping; set up service families; validate discovered CIs and mapped services.

• Drive federated gap analysis and incorporate relevant ServiceNow data sources to improve mapping completeness and quality.

• Co‑design and improve ITSM processes (Change, Incident, Problem, CMDB); implement policies, intake management, and governance controls.

• Establish and maintain process documentation, flowcharts, SOPs, RACI, and data models; own training plans and materials for service owners and end users.

• Support CMDB governance, data quality monitoring, and lifecycle management.

• Contribute to platform upgrades/enhancements, focusing on Service Mapping & Discovery impact.

• Recommend workflow and integration optimizations to reduce manual effort and improve service delivery.

Candidate Value Proposition:

• Mentoring and leadership opportunities on the process side; high visibility within Service Management

• Access to skills training and structured conversion path with benefits/bonus post‑conversion

Candidate Requirements/Must Have Skills:

1) 5-10 years of experience as a Process Analyst, Business Analyst, or ITSM Analyst

2) Demonstrated hands-on experience with ServiceNow Service Mapping and Discovery tools.

3) Experience with CMDB structure, CI relationships, and data governance.

Nice-To-Have Skills:

1) Experience with/understanding of ITIL v3 or v4 frameworks and processes.

2) FI experience

Soft Skills Required:

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

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

Education:

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

ITIL Certifications an asset

Best VS. Average Candidate:

• Experienced process analyst with deep hands-on Service Mapping administration, ITSM process design, and CMDB governance

• Can lead process mapping workshops, create enterprise-level documentation, and deliver structured training to stakeholders

• Understands how service mapping supports operational resilience, SLAs/SLOs, intake workflows, and service transparency

• Comfortable conducting federated gap analysis and partnering with infrastructure, application, and operations teams

• Excellent communicator who can influence and guide process managers while working independently in a newly formed team

• Demonstrates strong analytical thinking, attention to detail, and the ability to translate complex technical insights into clear process improvements

Candidate Review & Selection - Interview Process

1-2 rounds - 1 hour - MS Teams Video Interview - with HM and a colleague

Hiring Manager’s availability to interview: ASAP