IT Service Management Analyst

3 days ago

Anjou, Canada Equifax Full time

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

**Synopsis of the role**

A Technical Service Analyst is responsible for managing all customer impacting incidents involving the services provided by Equifax. The team’s primary responsibility is to analyze and resolve incidents that arise in our environments ensuring the impact to our customers are minimized. Proactive responsibilities include the building of Incident Trend and Analysis to identify vulnerabilities, change review to minimize customer impacts, and involvement in operational readiness procedures. This team is also responsible for maintaining the Incident Communications process to ensure on-time and accurate notifications are being sent to internal partners and external customers.

**What you’ll do**
- Leads technical triage bridge lines to fast restoral of customer impacting incidents. Leverages technical knowledge and leadership ability to direct technical teams to the root cause and resolution in a timely fashion.
- Ensure timely service and support engagement (cross-tower, external, etc.)
- Provide end-to-end internal and external incident communications.
- Assess business impact and urgency, declare major incident and trigger business continuity procedures or disaster recovery as applicable
- Participate in post mortem meetings and drive to identify root cause including well defined corrective/preventative action plans
- Provides technical and process guidance support for Incident response Teams
- Collaborate with Business Services and Change Managers to review change requests within our environment to assist with decisioning and scheduling in order to minimize risks of customer impacts.
- Leverage tools to Proactively identify operational issues and trends
- Participate in problem management meetings with focus on recent major incidents, Root Cause Analysis, incident trending, and operational issues
- Define and enforce the capture and tracking of knowledge articles in order to minimize MTTR as well as, effectively track and reduce repeat issues

**What experience you need**
- Minimum of 5 years of experience as IT Service Analyst
- Minimum of 1 year of experience working in a FinTech environment
- Minimum of 5 or more of the following certifications: ITIL, Six Sigma, Cloud principles

**What could set you apart**
- Accountability
- Problem Solving Skills
- Collaboration
- Thinking out of the box and act differently
- Trust
- Ownership (build it, own it, run it)
- Decide-Execute-Ship

We offer comprehensive compensation and healthcare packages, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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