IT Support Analyst Iv
2 months ago
**Work Location**:
Toronto, Ontario, Canada
**Hours**:
37.5
**Line of Business**:
Technology Solutions
**Pay Details**:
$65,600 - $98,400 CAD
**KEY ACCOUNTABILITIES**
**CUSTOMER**
- Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
- Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
- Interact with clients to provide quality service/solutions consistent with objectives and client requirements
- Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
- Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with mínimal impact to the business
- May develop a working relationship with 3rd party vendors as required to fulfill support requirements
- Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance
**SHAREHOLDER**
- Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required
- May monitor the performance of the environment by using meaningful metrics
- Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
- Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
- Ensure effective change management discipline is use
- Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
- Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
- Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs
- Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
- Make effective use of the cost management processes in place in own unit
- Keep current with industry and/or business trends
- May perform testing according to test plans, monitor and report on results, and work with others on problem resolutionAs required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines
**EMPLOYEE / TEAM**
- Work effectively as a team, supporting other members of the team in resolving critical service issues
- Prioritize and manage own workload in order to deliver quality results and meet timelines
- Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
- Participate in knowledge transfer within the team and business unitsIdentify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
**BREADTH & DEPTH**
- May act as a reference for team members or clients
- Applications/systems are moderate to highly complex and performed under mínimal management supervision
- Performs problem determination including data gathering and analysisGenerally reports to a Manager or Senior Manager
**EXPERIENCE & EDUCATION**
- Undergraduate degree or Technical Certificate
- 3-5 years relevant experience
**Who We Are**:
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. 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 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 organizati
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