IT Change Management, Senior Analyst

3 weeks ago

Toronto, Ontario, Canada Interac Corp. Full time
IT Change Management, Senior Analyst (6-month contract)

IT Change Management, Senior Analyst (6-month contract)

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that's not all. Whether we're leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical virtuosos and high-performance application developers? We want to hear from you.

The Change Management, Senior Analyst will report to the Manager, Change Management and will be responsible for the successful execution and delivery of the Change Management processes for all commercial and corporate services.

Utilizing ITIL framework for industry best practice, the Change Management, Senior will be responsible for planning, implementing and executing an ITIL based Change management process, encompassing a holistic view of technical and business considerations for all changes to INTERAC services throughout various stages of the lifecycle.

You will establish strong command and control of the Change Management, Senior Analyst process, establishing clear accountability and methodical evaluation of complex releases and changes across the Enterprise. You will champion end-to-end change management policies and processes across all platforms and ensure standardized methods and procedures are strictly and diligently followed, in accordance with ITIL best practices.

You will work with cross functional teams of Operations, Incident/Problem analysts and will be providing hands on management of internal and vendor/partner changes and will also provide support for all Operational processes, systems and tools.

As a Change Management, Senior Analyst, you will - lead, plan and/or execute on the end-to-end delivery of change management activities throughout the lifecycle; ensuring teams are adhering to the change management standards.

You'll be responsible for:

- Managing complex internal/vendor/partner changes with an emphasis on minimizing production, financial and reputational impact for the organization
- Providing leadership, direction, and expertise for planning critical changes across multiple environments and platforms
- Managing the overall timeline of the change management components, identifying cross-functional dependencies, key milestones, and critical paths, and ensuring that the overall schedule remains aligned with business objectives
- Conducting comprehensive risk assessments and ensuring the change management process mitigates risk, fulfills business objectives, and aligns with enterprise strategies
- Reviewing and prioritizing Change records, chairing the Change Advisory Board (CAB) and representing INTERAC at vendor / partner CAB meetings
- Utilizing appropriate systems and tools to maintain the configuration management system, including the Configuration management database (CMDB)
- Maintaining a change calendar with clear visibility for stakeholders and change sponsors
- Developing communication and training strategies to ensure the enterprise wide adherence to the Change management process
- Implementing the patching policy in conjunction with internal teams and coordinating patching cycles with multiple vendors and partners
- Coordinating and driving implementation plan walk throughs with internal and external teams, and ensuring changes are scheduled in accordance with Enterprise Change management policies
- Conducting regular audits of the change management process and driving process optimization initiatives
- Preparing and publishing key change metrics, KPIs and reports for delivery to executives and senior management
- Supporting BAU operations with Release, Incident, Problem and Request Management
- Participating in 24/7/365 rotation after hours change and incident management support

You bring:

- 5+ years of experience in progressively more responsible operations and technology positions, including a similar role utilizing IT service management, operations service support and service delivery
- 5+ years of experience in progressively more responsible Change Management positions
- A strong understanding of, and experience with, IT service management best practices including Change Management, Problem Management, Incident Management and Request Fulfillment
- Strong analytical, critical thinking and problem-solving skills and an ability to present clear, concise and effective solutions
- Strong communication skills, both verbal and written, with the ability to interface with multiple stakeholders and vendors
- You are a team player: Able and willing to help as needed and add value to evolving situations
- Meticulous attention to detail and excellent time management and organizational skills
- A strong operational understanding of payment systems technology and an ability to express technology matters in business terms
- An ability to work independently as well as being part of a team
- Good interpersonal skills
- Strong customer-focused operations management skills
- ITIL V3 Intermediate certification or higher
- Experience working with IT service Management tools such as ServiceNow, BMC Remedy etc
- Experience working with and developing Configuration items / CMDB
- Skill in using software tools, applications (MS Office), data analysis methods and reporting techniques
- Ability to negotiate and influence
- Ability to communicate clearly, confidently and effectively in both oral and written form
- Eligibility to work for Interac Corp. in Canada in a full-time capacity

How we work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

Connection: You're surrounded by talented people every day who are driven by their passion of a common goal.

Core Values: They define us. Living them helps us be the best at what we do.

Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.

Education: To ensure you are the best at what you do we invest in you.

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