IT Analyst - Technical Support#26-35563

$29.28-$32.78 per hour

Toronto, ON, Canada

Hybrid

Job Description

Our client, a Banking company, is looking for a IT Analyst - Technical Support for their Toronto, ON/Hybrid location.

Responsibilities:

Coordination and execution of the Change Management process on a daily basis, providing both process and client support.

Serve as a subject matter expert on IT Service Management Change Management process and tool.

Chair / manage various Technology Change Management related meetings

Review submitted Change requests for completeness, integrity and compliance with process requirements; Evaluate risk and impact associated with submitted Changes

Work with the team to define, document, enforce, and support ITSM policies, processes, and procedures including making recommendations for improvements. Facilitate scheduled and adhoc process training with stakeholders .

Updates and presents key performance metrics for the Enterprise Change Management process as well as adhoc requests for the various business units and support teams.

Drive process and organizational maturity as it pertains to IT Service resolution activities Management and ITIL

Facilitation of collision mitigation and conflict.

Facilitation of the Change Post Implementation Review (CPIR) process to document and track plans to improve change success.

Operational and relational integration with other IT processes and teams (Incident, Problem, Configuration)

Responsibilities involve working closely with various employees at all levels of the organization, including TS teams and senior leaders across multiple LOB's globally.

Manage process improvements within the enterprise ITSM tool (ServiceNow) and assist to drive day-to-day BAU operations.

Coordinate technology change requests across all lines of business within the organization.

Requirements:

Story behind the need:

Scope of Project:

BAU

Team Size/Culture:

16 - 22 people

Selling Points of Position (CVP): client, backfill , exposure to the Teams, Team is open to new ideas, exposure to AVP levels

Candidate profile details:

Degree/Level of Education:

post secondary

Certifications Required:

ITILv4 required - ITILv5 would be a nice to have.

Years of Overall Experience:

5 years in IT process mgmt role.

Background :

Operational IT background, IT process management ( change enablement ) , review change records, change post implementation reviews, emergency changes, Service Now

How will performance be measured: some KPI's will be built out

Must-have hard skills:

IT Technical Support experience

Service Now

MS office

ITIl V

Experience reviewing technical documentation

Asset management experience

Enterprise Operations environment experience

Knowledge of IT change management and ITIL methods and procedures

Soft skills:

Strong communication skills

Strong interpersonal skills

Nice-to-have

FI experience

We are looking for someone with diverse skills and some background in this space to join a fast-paced, dynamic environment offering a variety of career opportunities.

This role requires strong organizational skills, strong technical writing and documentation skills, oral communication and presentation skills, and strong attention to detail.

Multi-tasking is a key part of the job and having a sense of urgency and strong customer skills are required to be successful in this environment.

The incumbent will have deep knowledge and understanding of the ITIL framework, and familiarity with an ITIL aligned tool, preferably ServiceNow.