IT Analyst IV - Technical Support

Robertson & Company Ltd.; Mississauga; Hybrid; CAD 36,000 - 52,000; Full time

Job summary

Robertson & Company Ltd. is seeking an IT Analyst IV - Technical Support to support an existing vacancy in Mississauga, ON. The role requires expertise in IT change management and ITIL, with emphasis on ITSM processes and ServiceNow.

The position offers hybrid work arrangements and standard business hours aligned with rotating shifts. Candidates should have extensive experience in process governance, documentation, and cross-team collaboration within an enterprise IT environment.

Qualifications

• Post secondary degree required.
• 5 years in IT process management experience required.
• Service Now.
• MS Office.
• ITIl V.
• Experience reviewing technical documentation.
• Asset management experience.
• Enterprise Operations environment experience.
• Knowledge of IT change management and ITIL methods and procedures.
• FI experience.

Responsibilities

• Coordinate and execute the Change Management process daily, 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).

Skills

IT change management

ITIL v4

ServiceNow

MS Office

Asset management

Enterprise operations

Documentation review

Finance industry

Education

Post-secondary degree

Job description

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private clients, commercial banking, treasury, and retail banking.

Introduction

Robertson is seeking a skilled IT Analyst IV - Technical Support to join our client in support of an existing vacancy.

Contract Details

Contract Period: 12 months with potential to extend or convert

Pay Rate: Starting form $32 per hour

Location: Mississauga, ON

Location Type: Hybrid

Business Hours: Monday-Friday, 7:00 AM- 3:00 PM/ 11:00 AM-7:00 PM/ 9:00 AM - 5:00 PM(Rotational)

Job Responsibilities

• Coordination and execution of the Change Management process daily, 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)

Experience & Qualification Requirements

• Post secondary degree required
• 5 years in IT process management experience required
• Service Now
• MS office
• ITIl V
• Experience reviewing technical documentation
• Asset management experience
• Enterprise Operations environment experience
• Knowledge of IT change management and ITIL methods and procedures
• FI experience

Robertson & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Robertson is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment.