Application Deadline:

06/29/2025

Address:

4100 Gordon Baker Road

Job Family Group:

Technology

The ServiceNow Platform Technical Specialist will support and lead implementations of ServiceNow Platform capabilities across multiple domains such as ITSM (IT Service Management), ITOM (IT Operations Management), CMDB (Configuration Management Database), CSM (Customer Service Management), SPM (Strategic Portfolio Management), SecOps (Security Operations) and more. 

The role sits within the ServiceNow Platform Team and is tasked with driving Platform adoption through implementation of solutions leveraging the ServiceNow technology stack.    

Responsibilities include:

Liaises with business stakeholders to understand existing business challenges, needs, and pain points.

Facilitates discussions and follows a structured approach to plan, elicit, analyze, document, communicate and manage requirements with stakeholders.

Alignment of business problem statements with appropriate ServiceNow Platform solutions and/or capabilities.

Support and/or lead requirements gathering workshops - working closely with IT and Business stakeholders.

Operate as a SME of the ServiceNow Platform and a domain Product expert

Follow the Platform SDLC– support documentation of existing business processes / technology, look for opportunities to streamline & automate where appropriate

Support feasibility analysis and recommend solutions based on deep understanding of Pros, Cons, Risks, and Trade offs using available technologies

Align solutions with Platform Architecture principles and technical guardrails to ensure solutions are sustainable, supportable, and upgradeable.

Manage SDLC artifacts such as HRLD, LRD, User Stories.

Translate requirements and use cases into test conditions and expected results for products in the QA and UAT (User Acceptance Testing) cycles.

Support configurations using low-code / no-code capabilities such as Flow Designer, UI Builder, Process Automation Designer, Catalog Builder, Creator Studio, App Engine, and more.

Embrace emerging technologies such as Gen AI / Agentic AI on the ServiceNow Platform

Builds exceptional working relationships with business partners and internal stakeholders including BMO technology and BMO business units  to deliver desired outcomes.

Identify and define detailed product requirements and use cases using various techniques, depending on the types of requirements being documented (eg. user stories, requirements documents, use case diagrams, swim lane diagrams, data flow diagrams, etc) 

Participate in reviews of the designs, prototypes and completed products to ensure they fulfill the requirements Leadership Possesses great meeting facilitation skills.

Support bi-annual ServiceNow Platform Upgrades

Understanding of enterprise ServiceNow & IT infrastructure operational environment and industry best practice.

Plans and conducts third-party software analysis / integrations as needed for inclusion in the project solution.

Identifies, analyzes, and interprets trends or patterns in complex data sets.

Remains alert to new techniques for insights, analytics, and data visualization, and devises new ways of applying them.

Recommends approaches to streamline and integrate technological processes in the organization to improve overall efficiency.

Identifies opportunities to strengthen Platform operations & process maturity, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across BMO.

Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.

Exercises judgment to identify, diagnose, and solve problems within given rules.

Broader work or accountabilities may be assigned as needed.

Qualifications:

Between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.

2-3 years in a ServiceNow Process Analyst or Technical Analyst  

Strong ITIL experience and/or certification

Additional ServiceNow certifications / credentials is a plus - ie: Certified System Admin (CSA), Micro-certifications  

Demonstrated experience in implementing ServiceNow solutions in large organizations.  

Possesses analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.

Demonstrates applied knowledge of one or more ServiceNow domains such as ITSM, ITOM, SecOps, CSM, ITAM etc

Understands complete Software Development Life Cycle (SDLC) and can apply the applicable portions of the ‘Feasibility,’ ‘Requirements,” and ‘Analysis’ phases.

Understands Project Delivery Life Cycle (PDLC) processes including SCRUM and Hybrid agile methodologies.

Demonstrated working experience low-code / no-code configuration, APIs, plugins, and integrations with external systems

Demonstrates strong writing and documentation skills.

Technical proficiency gained through education and/or business experience.

Verbal & written communication skills - In-depth.

Collaboration & team skills - In-depth.

Analytical and problem-solving skills - In-depth.

Influence skills - In-depth.

Data driven decision making - In-depth.

Salary:

$60,000.00 - $111,700.00

Pay Type:

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.