Analyst Investment Banking

2 weeks ago

Markham, Ontario, Canada Aviva plc Full time
Problem Management Analyst page is loaded Problem Management Analyst

Apply locations Markham posted on Posted 2 Days Ago job requisition id R Individually we are people, but together we are Aviva.

Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.
We are building out a new dedicated Service Management (ITIL Based) Problem Management team.

We are looking for someone who can jump in and help build out this function while immediately starting to pick up on investigation activities for already in-flight RCA investigation items spear headed by our Incident team.

This engaging role will help us in our overall improvement efforts and will offer a challenging work environment with results focused deliverables.

Investigate and diagnose assigned problems for workarounds and/or root causes working in conjunction with our Incident Management team.
Help build out the teams Process and Procedures while focusing in on future growth and improvement.

Create and deliver a new suite of interactive reporting dashboards both for internal IT teams and Business engagement which includes metrics, trends and performance.

Assist in analyzing incident data to identify patterns and trends.
Conduct root cause analysis investigations to determine the underlying reasons for incidents and problems.
Collaborate with cross-functional teams to gather data and insights for RCA.
Generate regular reports on problem management metrics, trends, and performance.

Collaborate with various IT and operational teams to share findings and insights related to problem management including a training program.

Promote awareness of problem management best practices and processes.
Help establish quality control measures within the problem management process.

Help Aviva provide reliable services and minimal disruptions resulting in increased customer satisfaction both internally and most importantly for our external clients by identifying and addressing root causes of recurring problems.

Address underlying problems to reduce the risk of recurring incidents, which can have serious consequences, including security breaches, compliance violations, and reputational damage to Aviva.

Rely on data analysis and trending to identify patterns and potential issues for pro-active investigation.

This data-driven approach enables informed decision-making, better resource allocation, and the ability to prioritize improvement efforts based on real data.

Implement quality assurance measures within the problem management process to ensure the accuracy and effectiveness of problem resolution. This leads to consistent quality and customer satisfaction.
Help ensure that problems and incidents are addressed in a way that aligns with industry regulations in Ontario.
Bachelors degree in Information Technology, Computer Science, or related and equal industry experience in this field highly desired.
ITIL 4 Foundation Certified preferred.
A minimum 7+ years of experience in IT problem management, incident analysis, or a related role.
Meticulous with a focus on quality and continuous improvement.
Knowledge of ITSM tools and software for incident, change and problem management.
Able to leverage resources across IT to deliver to Problem Management internal SLO's.
Solid understanding of Problem Investigation techniques including 5 Why's, Chronology, Kepner-Tregoe

Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.

Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion
Corporate wellness programs to support our employees' physical and mental health
Hybrid flexible work model
Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities.

If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged.

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