Location: Toronto

Contract duration: 12 months

Key Responsibilities:

• Strategic Leadership

• Drive the vision and evolution of release management processes across the enterprise.

• Work with key stakeholders within the DevOps/Pipeline organizations to establish a standardized, automated CI/CD pipeline with integrated change controls, deployment workflows, testing gates, and audit-ready documentation to ensure reliable, traceable, and compliant software releases

• Build strong relationships with stakeholders across technology, risk, audit, and business lines.

• Process Design & Optimization

• Lead the analysis, design, and continuous improvement of change and release processes.

• Collaborate with platform teams, CIO representatives, and SREs to ensure alignment with business and technical requirements.

• Integration & Automation

• Oversee the integration of ServiceNow DPR with DevOps pipelines and orchestration tools.

• Champion automation of release workflows and change approvals to improve velocity and compliance.

• Governance & Compliance

• Enforce process standards, controls, and audit readiness.

• Ensure regulatory and risk requirements are embedded in all release and change activities.

• Training & Documentation

• Develop and deliver training programs to promote process adoption.

• Maintain comprehensive documentation for processes, workflows, and governance models.

• Reporting & Metrics

• Implement and monitor KPIs and metrics to assess process performance and compliance.

• Present insights and recommendations to leadership and key stakeholders.

• Project Leadership

• Lead cross-functional initiatives related to change and release management.

• Engage stakeholders such as legal, risk, and audit during project planning and execution.

Must-Haves:

1. 8+ years of experience as a technical BA

2. 3+ years experience in a technical domain (e.g., software development, operations).

3. 3+ years hands on experience with building and maintaining DevOps environments and CI/CD pipelines.

4. 3+ years experience working in Agile environments

5. 3+ years of experience with Release Management/automation

6. Familiarity with process analysis techniques (e.g., Value Stream Mapping, Six Sigma).

Nice-to-Have:

• advanced ITSM experience, especially with ITIL frameworks.

• Spanish language skills.

• Experience with ServiceNow DPR and Release Management.

• ITIL certification preferred

Soft Skills:

• Critical thinker with strong analytical and problem-solving abilities.

• Proven leadership in both people and process initiatives.

• Champions a high-performance, inclusive, and customer-focused culture

• Excellent communication and stakeholder engagement skills.

• Fluency in English.

Education & Certifications:

• Bachelor’s degree in Computer Science, Computer Engineering, or a related field.