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Senior Business Analyst, Product Management


This is a Contract position in Toronto, ON posted February 1, 2021.

What is the opportunity?

This role undertakes preparation of artifacts and material for TI services as it relates to the Service Management Life Cycle Activities (definition, creation of strategy, implementation, evaluate metrics and KPIs, lever cross functional teams and retirement of services). 

Analysts are expected to partner across IT and with assigned business line(s) to assess, research, and analyze business, technical and system needs in order to improve the services offered in RBC’s global technology services. 

Contributes to the creation of service strategy and related service strategy documentation to ensure alignment and understanding of the direction of the service. 


What will you do?

Execution & Operational Excellence

  • Leads regular reviews of Strategy and Master Plan documentation of each service (reviewing product description, value proposition, marketing mix, vision, roadmaps, etc.) with Service Managers and key stakeholders. 
  • Gathers data from existing tools and reporting to monitor the use of the respective services and how well they align to the needs of the business.  
  • Identifies technology, process and user experience gaps and develop recommendations to close those gaps.
  • Documents improvement opportunities uncovered through the reviews or researching as required ensuring accuracy in the Strategy and Master Plans documents to ensure understanding and alignment of the GTI Service Owners, Engineering, Architecture and the Business with the direction of the GTI Service. 
  • Monitors Infrastructure service reporting (automated volume reporting, SLA and Operational reporting and consumer escalations (SM9)) and escalates to the Service Manager as required. 

Relationship Management

  • Facilitates ongoing communication and relationships with key stakeholders within Technology and Operations.  
  • Supports development of the Service Management framework in each interaction and provides guidance and support throughout the change of roles and responsibilities of 
  • Service Management. 
  • Works collaboratively to improve understanding of industry trends through technology forums, online training, enhancing technical knowledge, with the assigned services. 

What do you need to succeed?


  • 5-7 years related experience and University or College Degree in Computer Science
  • Technical understanding of Infrastructure technology (Hosting or End User services)
  • Experience in the Service/Product Management or ITIL (Information Technology Infrastructure Library) working environment
  • Infrastructure delivery or Analytics experience
  • Exposure to roles that require independent decision making and organization
  • Knowledge of business line(s), business applications and processes is an asset

    Nice to have

    • IProduct Management Certification, ITIL (Information Technology Infrastructure Library) or equivalent 

    What’s in it for you?

    We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

    • A comprehensive Total Rewards Program including performance based bonuses, flexible benefits, and competitive compensation
    • Leaders who support your development through coaching and managing opportunities
    • A world-class training program in financial services
    • A collaborative dynamic culture where personal initiative and hard work are recognized and rewarded


    About RBC
    Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit


    Inclusion and Equal Opportunity Employment
    RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.


    City:  Toronto
    Address:  330 Front St W
    Work Hours/Week:  37.5
    Work Environment:  Office
    Employment Type:  Permanent
    Career Level:  Experienced Hire/Professional
    Pay Type:  Salary + Variable Bonus
    Position Level:  PL08
    Required Travel(%):  0-25
    Exempt/Non-Exempt:  N/A
    People Manager:  No
    Application Deadline:  03/05/2021
    Req ID:  317756