ITSM Expert

Job Description
Crédit Agricole CIB (CA-CIB) Canada is the home of Crédit Agricole CIB Canada Branch and Crédit Agricole Services & Operations.

The Canada Branch has offices in Montreal and Toronto providing financial services to Canadian Financial Institutions, Banks, Pension Funds & SSA and to large Canadian headquartered international corporations.

Crédit Agricole Services & Operations is hosting a part of all Crédit Agricole CIB's support functions, from KYC, Back Offices, Risk, IT, Legal or Finance supporting our growing operations in the Americas and complementing our European and Asian operations platforms in a "follow the sun" approach.

When you join CA-CIB Canada, you are joining a certified Great Place to Work employer, and a highly engaged workforce.

The department and position
The department is responsible for development and maintenance of Capital Market applications used by worldwide users.

"Run the bank" is the first mission of IT department. It involves many frontline IT professionals who understand the nature of business operations, timing of activities & data flowing through internal and external systems. They are continuously working with business users, infrastructure engineer and system managers.

The candidate will join the Montréal Capital Market Run the bank team in charge of running application for capital market from Front-Office (Murex, Apex, Orchestrade…), Back-Office (Summit, Calypso…) and Market data referential (Asset Control..), Market Risk applications (in-house application on big data technologies) and ensure to create and manage controls for the RUN Teams.

The candidate will join the Run Control Tower team a transversal and worldwide team.

Candidate is expected to be a source of proposals for improving the Run/ITSM practices of the support teams and quality management. The candidate is not expected to perform IT support activities, but he/she should have or should be able to acquire sufficient knowledge to fully understand the operational problems of IT support.

Key Responsabilities
This team is mainly responsible for:

• Streamlining ITSM processes (Incident Management, Request Management, Problem Management, Change Management..) and practices across all teams
• Drafting & Reinforcing Best Practices to teams globally (training, acculturation on run process/tools)
• Creating, Analyzing & Presenting KPI's to all management & suggest improvement points
• Production monitoring and improvement for all Capital Markets IT support teams
• Relay for regulators, auditors and/or IGE on the production topics.
• In charge of coordinating Major Incidents impacting several teams (Events, Crisis, WIP and ad-hoc exercises)

Complément

• Monitoring of business continuity plan (BCP) by:
• Being the Disaster Manager for CMI (DR contact)
• Participant in disaster recovery tests (twice per year)
• Change Management:
• Lead Change management in production by organizing CAB meetings and management of the emergency changes (approvals, sign-off, proofs etc.)
• Support and administrate set-up (change templates, groups etc.)
• Improving the processes to ensure deliveries don't lead to incidents
• Knowledge management
• By managing the repository of our Confluence-based documentation
• Leverage and promote the AI-driven solution for run and support activities
• Monitoring the quality of production by:
• Data quality management of activities (incidents, requests, problems, changes)
• Reporting on support activities
• The presentation of this data at different management levels
• Responsible for continuous improvement, he/she is responsible for:
• Definition of maturity matrices on production activity
• Assessment of how operational teams operate
• Monitoring of cross-functional projects impacting support activities - he/she is required to coordinate cross-functional projects: organizational and technical (such as obsolescence projects, Infrastructure projects impacting CMI)

Application criteria

Company Crédit Agricole CIB

About Crédit Agricole Corporate and Investment Bank (Crédit Agricole CIB) Crédit Agricole CIB is the corporate and investment banking arm of Crédit Agricole Group, the 10th largest banking group worldwide in terms of balance sheet size (The Banker, July ,600 employees in more than 30 countries across Europe, the Americas, Asia-Pacific, the Middle-East and North Africa, support the Bank's clients, meeting their financial needs throughout the world. Crédit Agricole CIB offers its large corporate and institutional clients a range of products and services in capital market activities, investment banking, structured finance, commercial banking and international trade. The Bank is a pioneer in the area of climate finance, and is currently a market leader in this segment with a complete offer for all its clients. By working every day in the interest of society, we are a Group committed to diversity and inclusion and place people at the heart of all our transformations. All our job offersare open to persons with disabilities. For more information, please visit Twitter: LinkedIn: By working every day in the interest of society, we are a group committed to diversity and inclusion. All our positions are open to people with disabilities.