Technical Support Analyst

Primary Job Title:
Technical Support Analyst (IT Change Management)

Alternate / Related Job Titles:

• IT Change Management Analyst

• ITSM Change Management Specialist

• Technology Change Coordinator

• IT Operations Change Analyst

• Service Management Analyst

Location & Onsite Flexibility:
Toronto, ON

Hybrid
(2 days onsite per week; may increase to 4 days per week)

Alternate Work Locations:
Creekside (Mississauga), Scarborough SOC

Must be flexible to attend meetings at any of the three locations as needed.

Contract Details

Position Type:
Contract

Contract Duration:
12 Months

Start:
As Soon As Possible

Pay Rate:
C$40-$50/hour

Extension Possible:
Yes

Conversion Possible:
Yes

Schedule / Hours:

• Monday-Friday, core business hours

• Rotating shifts:
7:00 AM - 3:00 PM
or
11:00 AM - 7:00 PM
(must be available for both)

• Overtime as required

Job Summary

The Technical Support Analyst will join the
Technology Change Management
team, supporting the enterprise-wide IT Change Management process across all Lines of Business. This role is central to coordinating daily technology changes, ensuring compliance with ITSM and
ITIL v4
standards, and partnering with stakeholders to drive operational excellence in a fast-paced banking environment.

Key Responsibilities

• Coordinate and execute the
Change Management process
on a daily basis, providing process and client support

• Serve as a
subject matter expert
for ITSM Change Management processes and tools

• Chair and manage Technology Change Management meetings

• Review change requests for completeness, compliance, risk, and impact

• Define, document, enforce, and improve ITSM policies, processes, and procedures

• Facilitate scheduled and ad hoc
process training
with stakeholders

• Produce and present
key performance metrics
and ad hoc reporting

• Drive process maturity across Change, Incident, Problem, and Configuration Management

• Facilitate collision mitigation, conflict resolution, and
Change Post Implementation Reviews (CPIRs)

• Ensure strong operational integration with other IT service management teams

Required Skills & Qualifications

•
5+ years
of experience in a large, dynamic enterprise IT operations environment

• Strong understanding of
IT Service Management (ITSM)
, including Change, Incident, and Problem Management

• In-depth knowledge of
IT Change Management
methods and procedures

•
ITIL v4 Foundation certification (Required)

• Strong leadership, facilitation, and stakeholder influence skills

• Excellent
verbal and written communication
skills for technical and non-technical audiences

• Proven ability to multitask, prioritize, and work with urgency

• High attention to detail with strong
process and systems-thinking
mindset

• Proficiency with
Microsoft Office
(Outlook, Word, Excel, PowerPoint)

Preferred / Additional Skills

• Working knowledge of
ServiceNow
or another ITIL-aligned service management tool

• Experience in hybrid environments (mainframe and distributed systems)

• Prior experience facilitating enterprise change governance forums

Education & Certifications

• College Degree or equivalent work experience (Computer Science preferred)

•
ITIL v4 Foundation certification
 
About the Company

A
Top 10 bank in Canada and North America
, providing comprehensive retail, commercial, wealth management, and wholesale banking services. The organization is known for innovation, stability, and commitment to helping clients and employees succeed in a rapidly evolving financial landscape.

About GTT

GTT is a
minority-owned staffing firm
and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. GTT values diverse and inclusive workplaces and partners with Fortune 500 organizations across banking, financial services, technology, utilities, life sciences, biotech, and retail throughout the U.S. and Canada.

Job Number:

#ZRCA