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IT Support Analyst IV

TD

This is a Contract position in Toronto, ON posted January 28, 2021.

Company Overview

Tell us your story. Don’t go unnoticed. Explain why you’re a winning candidate. Think ”TD” if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here’s our story: jobs.td.com

Department Overview

Building a World-Class, Diverse and Inclusive Technology Team at TD

We can’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’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 Technology Solutions supports multiple Lines of Businesses. These experts interact closely with those within the Incident, Problem and Change space as well as a growing mandate for Lower Environment support. With a heightened focus on developing, implementing standard support models and processes using industry best practices, this role has a focus on problem management/analysis, plus a requirement for a strong Incident background, and there’s room to grow in all of it.

Job Description

About This Role

The successful candidate will be part of a management team that provides dynamic, ongoing support, leadership to teams of individuals who provide application support of various responsibilities with regards to the Business Segment Technology suite of applications. They must have a strong background in ITIL, Incident Management and Problem Management, as well as understanding how to gather metrics and present them in a meaningful way.
Specific accountabilities will cover ownership of problem analysis. You will be responsible for governing and ensuring problem tickets are receiving the traction they need to get to root cause and implement permanent fixes. Secondary to that you will be providing incident analysis as well and ensure proper processes are being followed.
Here’s some of what you may be asked to perform but not limited to:

• Drive a highly effective Problem Management and Governance process by ensuring root cause identification and permanent fix are being addressed in a timely manner
• Strong understanding of enterprise technology processes and procedures. (Incident, Problem and Change processes)
• Responsible for ownership and coordination of Problem records – continuous follow up with L2/L3 on Problem tasks by maintaining problem queue inventory via analysis and current progress / status.
• Follows up with any issues and progress with problem task owners where necessary
• Coordinates meetings to resolve Problems by ensuring Problem Task Owners are identifying root cause and implementing permanent fix. Ensure Problem Tasks are closed.
• Closure of Problem Records.
• Ability to multi-task and to effectively handle multiple demands and competing priorities
• Weekly meetings to drive problem process and ticket updates
• Process and tool support (ServiceNow and X-Matters)
• Prepare weekly problem, incident and problem reports and meeting agendas.
• Continuous problem follow-up to ensure the right things are happening
• Ensure relationships are created within ServiceNow when incident is caused by change and/or a problem record has been created.
• Ticket quality and handling (Ensure the right things are happening)
• Ensuring that the information entered in the problem ticket is accurate and complete before closure.
• Gather metrics and present them in a meaningful way
• Assist in the reduction of Mean Time to Root Cause

Requirements

What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:

• Undergraduate Degree or Technical Certificate.
• 3-5 years relevant experience.
• Experience performing work on all aspects of application and systems support.
• Excellent communication (written, oral and presentation) skills with the ability to understand complex information and summarize in a clear, concise fashion
• Strong people person; must have the ability to work effectively in a rapidly changing environment
• Establish an environment that promotes respect for individual employees and adheres to the policies and guidelines of the Bank
• Service oriented – must demonstrate a strong sense of client impact.
• Strong negotiation, analytical and influencing skills.
• Strong understanding of ITIL, ITSM,
• Strong knowledge of TD used tools such as X-Matters and ServiceNow

Additional Information

Join 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, share your knowledge and educate others.
• Communicate and collaborate with both technical and non-technical professionals.
• Cultivate winning relationships by building trust with business and technology partners.
• Share our commitment to productivity, effectiveness and operational efficiency.
• Embrace change and witness amazing things happen – from the inside.

Hours

37.5

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.