Senior ServiceNow Engineer

About the role

At Equitable Bank, you will play a critical part in how we serve nearly 4 million Canadians from coast to coast. As a Senior ServiceNow Engineer within our ServiceNow Centre of Excellence, you will architect and deliver complex ServiceNow solutions that directly support our mission of helping every Canadian get ahead every day. You will challenge existing workflows and propose innovative platform improvements that enhance the end-to-end employee and customer experience. This position requires ownership of the full lifecycle of ServiceNow features, from initial discovery through design, build, testing, and continuous optimization. You will act as a technical leader, guiding the direction of the ServiceNow platform and ensuring alignment with broader digital transformation initiatives. You will partner closely with business stakeholders to translate complex requirements into elegant, low-code technical configurations. The role demands a proactive mindset to identify risks early and drive resolution before they impact operations. You will champion automation and standardization to reduce manual effort and improve platform reliability. Ultimately, you will be responsible for maintaining the integrity, security, and scalability of the ServiceNow ecosystem at Equitable Bank.

What you'll do

You will champion the configuration and customization of core ServiceNow modules including Incident, Problem, Change, and Request Management to meet enterprise standards. You will design and develop advanced ServiceNow workflows, business rules, and client scripts to automate complex operational processes. You will build and manage ServiceNow catalog items and request definitions that align with business needs and support seamless user onboarding. You will integrate ServiceNow with third-party applications and internal systems using APIs, MID Server, and external data sources. You will create and maintain comprehensive documentation for configurations, processes, and standard operating procedures. You will leverage scripting capabilities in both server-side and client-side JavaScript to extend platform functionality and handle unique business requirements. You will conduct thorough testing of ServiceNow solutions, including unit, integration, and user acceptance testing, to ensure high-quality releases. You will monitor platform performance and implement optimizations to improve response times, reliability, and user satisfaction. You will mentor junior engineers and administrators by providing guidance, code reviews, and knowledge transfer on best practices. You will collaborate with security, compliance, and operations teams to ensure all solutions meet regulatory requirements and organizational policies. You will drive the administration and governance of the ServiceNow instance, including role-based access control, form layouts, and field management. You will identify opportunities for innovation within the platform and propose enhancements that improve efficiency and support strategic business objectives.

Requirements

You must hold a Bachelor's degree in Computer Science, Information Technology, or a related field, or possess equivalent practical experience. You should bring a minimum of eight years of hands-on experience with ServiceNow platform administration and configuration. You must demonstrate advanced proficiency in ServiceNow application development, including scripting, workflows, and integrations. You need to have a strong understanding of IT service management frameworks, particularly ITIL, and how they map to platform configurations. Experience working in regulated financial services environments is essential due to the sensitive nature of the data and compliance obligations. You must be comfortable managing multiple priorities in a fast-paced, dynamic banking environment while maintaining attention to detail. Excellent problem-solving skills are required to diagnose complex issues and implement effective solutions independently. Strong written and verbal communication skills are necessary to collaborate effectively with technical and non-technical stakeholders.

Nice to have

Experience with financial services technology platforms and digital banking ecosystems.

Practical notes

Work is full-time, Monday to Friday. Hours are 9:00 am to 5:00 pm Eastern Time. This role is based in Toronto, Ontario, Canada. Candidates must be authorized to work in Canada without sponsorship. Relocation is not available for this position.