IT Operations and Change Analyst - Jobs in Toronto

Job Description

Hours37.5Workplace ModelHybridPay DetailsWe’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with your recruiter and ask compensation related questions, including pay details for this role.Department OverviewBuilding a World-Class, Diverse and Inclusive Technology Team at TD We can #39;t afford to be boring. Neither can you. The scale and scope of what TD does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. TD #39;s technology and business teams become more intertwined as new opportunities present themselves. This new era in banking does not equal boring. Not at TD, anyway.TD IT Operations is home to a team of highly-valued professionals recognized for both their customer-service mindsets and dedication to seamless 24-7 running of our infrastructure technologies. They also manage what we call the implementation and delivery life cycle for IT components across the various technology groups. Component installation, maintenance and decommissioning, operational or help desk support, system performance, capacity and availability monitoring, migration, emerging technology assessment, implementation, release management and deployment support - you name it.There #39;s room to grow in all of it.Job DetailsWe 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.Responsibilities involve working closely with various employees at all levels of the organization, including TS teams and senior leaders across multiple LOB #39;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. This role will involve 24/7 on-call (rotating) support.Job Requirements1. Minimum of 3+ years of direct change enablement experience2. Working knowledge of IT change enablement methods and procedures3. Service management experience, operational, and relational integration with other ITIL processes and disciplines such as incident, problem, and assetamp; configuration4. Excellent verbal and written communication skills for interaction with technical and non-technical audiences5. Experience leading and participating in the knowledge transfer of information with peers and management related to change management documentation, processes, policies and procedures6. Understanding of the inter-relationship of complex technologies related to IT change management in a hybrid environment inclusive of mainframes, distributed systems, software, CMDB, DevOps, virtualization, and Cloud7. Ability to chair / manage various technology change enablement meetings8. Proven experience evaluating risk and impact associated with submitted changes and investigating linkages between incidents to determine RCA9. Experience driving process and organizational maturity in an IT change enablement programNice to have:1. Working knowledge of ServiceNow or another ITIL aligned Service Management tool is an asset2. ITIL v4 Foundations is an asset3. Banking/Financial Industry experience4. Data center operations experience 5. Former TD experience6. Asset and configuration management experience7. Experience in building, managing, and updating a full ITIL based documentation library, inclusive of version control, sound document retention policies, regular reviews, attestations, and auditing8. Knowledge formulating, reporting and presenting analytics, metrics and KPI’s to executives including ad-hoc requests for various internal business units and support teams9. Industry knowledge and subject matter expert experience IT Service Management processes and tools, especially change enablement10. Experience and proven success in reviewing submitted change requests for completeness, integrity and compliance against mandatory process requirementsAdditional InformationJoin in on what others in TD Technology Solutions are doing:Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.Learn voraciously, stretch your thinking,Company OverviewOur ValuesAt TD we #39;re guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.Making Your Well-being a PriorityA caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars - physical, financial, social and mental/emotional. In addition, we champion a safe, inclusive and supportive work environment to help colleagues feel a sense of belonging, and supported in their personal and professional growth. Through our focus on total well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes … because when colleagues feel their best, they #39;re more likely to do their best.Our Total Rewards PackageOur Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits including medical, dental, visionamp; mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.How We WorkAt TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they’ll always have access to the TD community and experience our culture of care.Who We AreTD is one of the world #39;s leading global financial institutions and is the fifth largest bank in North America by branches. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is a customer obsessed organization, and we are deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing - and so will you.InclusivenessOur Commitment to Diversity, Equity, and InclusionAt TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.How We #39;re Helping Make an Impact in CommunitiesTD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.AccommodationYour accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.We look forward to hearing from you!