IT Analyst IV - Technical Support

ICONMA; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading banking company is seeking an IT Analyst IV for their Toronto location. The role involves managing Change Management processes, supporting IT Service Management, and facilitating communication across teams. Ideal candidates will have strong leadership and communication skills, with a focus on continuous improvement and organizational success.

Benefits

Health Benefits

Referral Program

Growth and Advancement Opportunities

Qualifications

• 5+ years of experience in a large Enterprise Operations environment.
• ITIL Foundations certified ITIL v4.

Responsibilities

• Coordinate and execute Change Management process daily.
• Review Change requests for compliance and evaluate risks.
• Drive process improvement and facilitate Change Post Implementation Review.

Skills

Communication

Leadership

Organizational Skills

Interpersonal Skills

Attention to Detail

Education

College Degree in Computer Science

Tools

ServiceNow

MS Office Suite

Job description

Our Client, a Banking company, is looking for an IT Analyst IV - Technical Support for their Toronto, ON/Hybrid location.

Responsibilities:

• Coordination and execution of the Change Management process on a daily basis, providing both process and client support.
• Serve as a subject matter expert on IT Service Management Change Management process and tool.
• Chair / manage various Technology Change Management related meetings
• Review submitted Change requests for completeness, integrity and compliance with process requirements; Evaluate risk and impact associated with submitted Changes
• Work with the team to define, document, enforce, and support ITSM policies, processes, and procedures including making recommendations for improvements. Facilitate scheduled and adhoc process training with stakeholders .
• Updates and presents key performance metrics for the Enterprise Change Management process as well as adhoc requests for the various business units and support teams.
• Drive process and organizational maturity as it pertains to IT Service resolution activities Management and ITIL
• Facilitation of collision mitigation and conflict.
• Facilitation of the Change Post Implementation Review (CPIR) process to document and track plans to improve change success.
• Operational and relational integration with other IT processes and teams (Incident, Problem, Configuration)

Requirements:

• Mandatory qualifications include excellent communication (both written and oral) and interpersonal skills. Candidate must be organized, self-motivated, as well as a team player and be able to participate in the knowledge transfer of information with peers and management.
• College Degree or equivalent work experience (Computer Science Preferable).
• 5+ years of experience working in a large and dynamic Enterprise Operations environment.
• Strong understanding of IT Service Management discipline as it relates Change, Incident, and Problem Management. With a strong working knowledge of IT Change Management methods and procedures.
• Strong leadership skills and assertiveness, balanced with diplomacy, to guide and influence stakeholders to ensure process compliance.
• Strong work ethics with focus on continuous service and process improvement, and a personal commitment to the success of the organization’s goals and objectives.
• Excellent verbal and written communication skills to both technical and non-technical audiences
• Understanding of the inter-relationship of all technologies employed in a hybrid environment that includes both mainframes and distributed systems.
• Proven ability to work well both independently and collaboratively as a member of a team
• Self-motivated, self-directed with strong organizational and time-management skills.
• Attention to detail is a must.
• Strong process knowledge and systems thinking.
• Strong facilitation skills to co-ordinate efforts of other team members
• ITIL Foundations certified ITIL v4
• Proficient with MS Office Suite of products (Outlook, Word, Excel, PowerPoint )
• Working knowledge of ServiceNow or another ITIL aligned Service Management tool is an asset

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.