IT Support Analyst Iv

2 weeks ago

Toronto, Ontario, Canada TD Bank Full time

TD Description
Stay current and competitive. Carve out a career for yourself. Grow with us.

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 IT Application Support covers business segment CIO technology areas or shared services technology functions. These experts interact closely with those within the Infrastructure Technology Solutions space. With a heightened focus on developing, implementing standard support models and processes using industry best practices, this role is responsible for production support, troubleshooting incident and problem management, service transition, IT change management and deployment and release management.

There's room to grow in all of it.

About This Role
Meaningful work is fueled by meaningful performance and career development conversations with your manager.

Here's some of what you may be asked to perform:

  • Perform controlled incident resolution including prioritization and escalation, involving business and technology partners as appropriate.
  • Provide prompt, effective daytoday support, accurately identify and resolve issues, perform controlled and timely incident resolution all while making client satisfaction a top priority.
  • Assume incident management role (communicator, tracker, escalator, driver, etc.).
  • Monitor system life cycles, ensure both specs and functionality support business objectives and architecture decisions, redevelop as required.
  • Use meaningful metrics to monitor environment performance.
  • Improve performance and resource utilization by assessing and analyzing opportunities to optimize the operational environment.
  • Follow established processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required.
  • Comply with both disaster and business recovery plans (and help define, review and test these plans).
  • Identify/implement process improvements to enhance revenue, customer experience and reduce costs.
  • Respect TD's technology delivery practices, standards, project management disciplines.
  • Make effective use of cost management processes in place within your own unit.
  • Support business case development, RFI/RFP and SLAs with vendors.

Job 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.
  • 35 years relevant experience.
  • Strength in performing problem determination including data gathering and analysis.
  • Strength in consulting with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to your own area.
  • Strong interpersonal communication skills and can work effectively with vendors to fulfill support requirements.
  • Possession of effective change management discipline.
  • Willingness to work effectively as a team, helping others to resolve critical service issues.
  • Interest and drive to enhance knowledge/expertise by staying abreast of industry and business trends.
  • Confidence acting as a reference for team members or clients.

Additional Information

Additional Details:

  • Working knowledge of Front Office systems such as Croesus, Salesforce, Wealth Desktop and Actimize (Compliance Surveillance) would be an asset.
  • Experience in working with many crossfunctional groups is an asset.
  • Experience summarizing issues and communicating to large audiences (executives) is highly desired.
  • Experience working, communicating, and engaging with Technology vendors on daily basis is desired.
  • Ability to prioritize tasks based on expressed or implicit requirements and impact assessment is highly desired.
  • Ability to Work independently or as a coordinator in a group setting is an asset.
  • Ability to build and maintain longterm relationship with internal/external workgroups is highly desired.

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.


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