Company Description Make an impact at a global and dynamic investment organization When you join CPP Investments, you are joining one of the world’s most admired and respected institutional investors. As a professional investment management organization, CPP Investments invests the funds of the Canada Pension Plan (CPP) to help ensure its financial sustainability for generations of working and retired Canadians.

CPP Investments invests across regions and asset classes to build a globally diversified portfolio. It holds assets in public equity, private equity, real estate, infrastructure, and fixed income, and the CPP Fund is projected to reach $3.6 trillion in assets by 2050. The organization is headquartered in Toronto with offices in Hong Kong, London, Mumbai, New York City, San Francisco, São Paulo, and Sydney.

CPP Investments successfully attracts, selects, and retains talented individuals from top-tier institutions worldwide. Join our team for access to:

• Stimulating work in a fast-paced and intellectually challenging environment
• Accelerated exposure and responsibility
• Global career development opportunities
• Diverse and inspiring colleagues and approachable leaders
• A hybrid-flexible work environment with an emphasis on in-person collaboration
• A culture rooted in principles of integrity, partnership, and high performance
• An organization with an important social purpose that positively impacts lives

If you have a passion for performance, value a collegial and collaborative culture, and approach work with the highest integrity, invest your career here.

Job Description The ServiceNow platform team within T&D partners closely with our business and IT stakeholders to design, implement, and continuously optimize our ServiceNow platform— driving seamless, standardized workflows across ServiceNow modules—including ITSM, HRSD, SecOps, IRM, ITOM, and beyond— to deliver consistent, efficient service experiences firm-wide. Leveraging in-depth process expertise alongside ServiceNow’s best-practice configurations and tailored integrations, this team accelerates delivery, enhances transparency, and drives scalable, data-driven optimizations across the firm.

As a Lead Business Analyst, you will lead work focused on configuring, supporting, and evolving end-to-end technology solutions. You will partner with business and technology departments to deliver strategic priorities and business outcomes.

Core Accountabilities

• Facilitate requirements gathering sessions. Document and validate expectations with subject matter experts and drive the creation of strong system specifications that enable the development and/or acquisition of appropriate systems to meet business requirements.
• Drive engineering excellence and continuous improvement within the team and influence similar improvements across teams, providing technical leadership and coaching. Help advance a shift-left approach to software validation coaching/coordinating across T&D to drive departmental improvement
• Build current and target state process design flows, identifying efficiencies and leveraging the capability of digital resources.
• Liaise with engineers, solution architects and business subject matter experts to brainstorm and document innovative solution alternatives. Evaluate alternatives relative to business requirements and provide guidance that is rooted in solid subject matter expertise.
• Participate in process design meetings and translate outcomes into process documentation. Conduct process walkthroughs and validation with business subject matter experts. Document key risks, mitigating controls, performance measures, cost drivers and business continuity plans for processes.
• Lead and participate in testing activities to ensure that the deliverables meet business requirements.
• Lead change management, user adoption and training efforts for new processes or applications.
• Engage in production issue resolution, including conducting root cause analysis, by coordinating internally and externally.
• Translate business needs into functional specifications, process flows, and user stories for ServiceNow modules (e.g., ITSM, ITOM, CSM, HRSD).
• Conduct impact analyses, gap analyses, and feasibility studies to recommend best-practice configurations and customizations.
• Design and build low-code/no-code service catalogs and flows using Catalog Builder, Flow Designer, and IntegrationHub to accelerate time-to-value.

Qualifications

• Undergraduate degree or college diploma in related field.
• 6+ years of relevant experience as a Business Analyst on ServiceNow projects, with at least 2 years in a lead or senior analyst capacity.
• Proven process development skills and solid understanding of project life cycle and the capability to apply best practices knowledge to unique and dynamic situations.
• Proven ability to liaise with business subject matters in gathering of business requirements (user stories, use cases, process maps).
• Exceptional (written and verbal) communication skills and interpersonal skills
• Strong proficiency in ServiceNow modules (ITSM, ITOM, IRM, SecOps, HRSD) and related tools (Flow Designer, Service Portal).
• Solid understanding of ITIL v3/v4 processes and best practices.
• ServiceNow Certified System Administrator (CSA) and ServiceNow ITSM Certified (CIS – ITSM).
• Experience with reporting tools (Performance Analytics, dashboards).

Additional Information Visit our LinkedIn Career Page or Follow us on LinkedIn. At CPP Investments, we are committed to diversity and equitable access to employment opportunities based on ability.

We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.

Our Commitment To Inclusion And Diversity In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.

Disclaimer CPP Investments does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or web-site will be considered unsolicited and will not be considered. CPP Investments will not pay any referral, placement or other fee for the supply of such unsolicited resumes or information.