Business Reliability Analyst

Toyota Canada Inc.; Markham; Hybrid; CAD 82,000 - 105,000; Full time

Benefits offered by this job

Health and dental benefits

Company pension plan

Hybrid work environment

Associate vehicle discount program

Tuition reimbursement

Fitness reimbursement

Job summary

Toyota Canada Inc. in Markham is seeking a Business Reliability Analyst to support the stability, reliability, and operational readiness of critical technology services and processes. You will monitor production systems, coordinate incident resolution, and collaborate with vendors to ensure service availability.

The role involves IAM, BCM, risk management, and governance activities, plus developing procedures and metrics to strengthen resilience and continuity across IT operations.

Qualifications

• Bachelor’s degree or diploma in Computer Science, Information Systems, Business Administration, or a related field.
• 5+ years of experience in IT Operations, Service Management, Business Continuity, or related areas.
• Strong knowledge of ITIL processes, Incident Management, Problem Management, and Change Management.
• Experience with ServiceNow or similar IT Service Management (ITSM) platforms.
• Experience supporting business-critical systems and technology services.
• Understanding of Business Continuity, Disaster Recovery, and Operational Resilience practices.
• Knowledge of Identity and Access Management (IAM) processes and controls.
• Familiarity with audit, compliance, operational risk, and vendor management activities.
• Strong analytical, problem-solving, and communication skills.
• Ability to manage multiple priorities and collaborate with cross-functional teams.
• Proficiency in Microsoft Office applications.
• ITIL certification and experience with BCM and DR programs are considered assets.

Responsibilities

• Support daily operational activities across on-premise and cloud environments.
• Monitor production services to ensure stability and availability; coordinate incident resolution.
• Assist IAM processes including provisioning, de-provisioning, access reviews.
• Support BCM program activities including BCM plans and tabletop exercises.
• Develop SOPs, controls, KPIs, and governance documentation.
• Coordinate with third-party vendors and internal teams on audits and compliance.
• Provide first-level support for technology platforms and infrastructure.
• Contribute to technology projects and operational readiness for production.

Skills

ITIL processes

Incident Management

ServiceNow

Business Continuity

Identity & Access

Vendor Management

Change Management

Communication Skills

Problem Solving

Microsoft Office

Education

Bachelor’s degree

Related field diploma

Tools

ServiceNow

CMDB tools

Job description

# **Business Reliability Analyst****About Toyota Financial Services**Toyota Financial Services (TFS) provides retail, leasing and wholesale financial services to Toyota and Lexus dealerships and customers across Canada. TFS is a member of Toyota Financial Services Corporation (TFSC), a wholly owned subsidiary of Toyota Motor Corporation in Japan with the Canadian operation headquarters in Markham, Ontario**What Sets Us Apart?**At Toyota Financial Services (TFS), you will help create best in class customer experiences in an innovative, collaborative and team focused environment. TFS is an important part of the Toyota family, an award-winning global company, recognized worldwide for our technological leadership and superior standards of quality, continuous improvement and environmental responsibility.TFS currently has an exciting permanent opportunity as the **Business Reliability Analyst** reporting to the **Manager of Business Reliability,** the Business Reliability Analyst is responsible for supporting the stability, reliability, and operational readiness of business-critical technology services and processes. The role performs daily operational support activities, monitors production systems and applications, coordinates incident and problem resolution, and works with internal teams and third-party vendors to maintain service availability and operational effectiveness.The Analyst also supports Business Continuity Management, Identity & Access Management, operational governance, audit and compliance activities, and vendor oversight programs. Through the development of operational procedures, reporting, process improvements, and participation in technology initiatives, the role contributes to the organization's overall operational resilience and business continuity objectives.**What You’ll Be Doing:****IT Operations & Service Management*** Support daily operational activities performed by TCCI partners and vendors across on-premise and cloud environments.* Monitor production technology services and business systems to ensure operational stability and service availability.* Provide timely response to operational issues, coordinate incident resolution activities, and escalate issues as required.* Support operational reporting, service level monitoring, and continuous improvement initiatives.* Participate in after-hours support and major incident activities when required.**Identity & Access Management (IAM)*** Support identity and access management processes including provisioning, de-provisioning, access reviews, and job role maintenance.* Assist with the development and maintenance of standardized access management processes and controls.* Support onboarding and offboarding activities to ensure timely and appropriate access management.* Work with internal stakeholders and technology partners to improve the efficiency and effectiveness of IAM processes.**Business Continuity & Operational Resilience*** Support the Business Continuity Management (BCM) program including maintenance of Business Continuity Plans and supporting documentation.* Participate in Business Impact Analysis (BIA) activities and resilience assessments.* Assist with planning, coordination, execution, and documentation of tabletop exercises and disaster recovery testing activities.* Support event management and operational response activities during business disruptions and technology incidents.**Operational Governance & Continuous Improvement*** Develop, maintain, and improve standard operating procedures, operational controls, service levels, KPIs, and supporting documentation.* Support operational governance initiatives including IT asset management, CMDB maintenance, lifecycle management, and capacity planning activities.* Assist in identifying operational risks and implementing process improvements to strengthen operational resilience.* Contribute to technical roadmap development and long-term operational planning activities.**Vendor Management, Compliance & Project Support*** Support oversight of third-party technology vendors and service providers, ensuring compliance with contractual obligations and service level agreements.* Coordinate with vendors, architecture teams, information security teams, and business stakeholders to support operational and project initiatives.* Assist with audit, compliance, vendor due diligence, and operational risk management activities.* Participate in technology projects and business transformation initiatives to support operational readiness and successful transition into production support.**Technology Support Services*** Provide first-level support for telecommunications and physical security systems as required.* Support technology platforms, infrastructure services, and operational tools used to deliver business services.* Collaborate with application support, infrastructure, and business teams to maintain reliable technology operations.**What You’ll Bring:*** Bachelor’s degree or diploma in Computer Science, Information Systems, Business Administration, or a related field.* 5+ years of experience in IT Operations, Service Management, Business Continuity, or related areas.* Strong knowledge of ITIL processes, Incident Management, Problem Management, and Change Management.* Experience with ServiceNow or similar IT Service Management (ITSM) platforms.* Experience supporting business-critical systems and technology services.* Understanding of Business Continuity, Disaster Recovery, and Operational Resilience practices.* Knowledge of Identity and Access Management (IAM) processes and controls.* Familiarity with audit, compliance, operational risk, and vendor management activities.* Strong analytical, problem-solving, and communication skills.* Ability to manage multiple priorities and collaborate with cross-functional teams.* Proficiency in Microsoft Office applications.* ITIL certification and experience with Business Continuity Management (BCM) and Disaster Recovery (DR) programs are considered assets.**What We’ll Bring:*** A work environment built on teamwork, flexibility, and respect* Competitive salary including bonus* Health and dental benefits effective immediately* Company pension plan with matched contribution* Associate vehicle discount program* Professional growth and development programs to help advance your career, as well as tuition reimbursement* Fitness reimbursement* Great company culture-Respect for people and continuous improvement is at our core* Hybrid work environmentThe anticipated annual base salary for this position is $82,000-$105,000. The offered salary will be based on the candidate’s experience, knowledge, skills and qualifications.**What You Should Know:**Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law.