IT Analyst - Technical Support

Global Technical Talent, an Inc. 5000 Company; Toronto; Hybrid; Full time

Job summary

A leading company is seeking an IT Analyst specializing in Technical Support and Change Management. This role requires strong communication and organizational skills, enabling you to manage the Change Management process efficiently in a hybrid work environment. Candidates should have at least 5 years of IT experience, with a focus on establishing effective change management practices and facilitating communication across teams.

Qualifications

• 5+ years of experience in a large Enterprise Operations environment.
• Knowledge of IT Service Management disciplines.
• Ability to work independently and collaboratively.

Responsibilities

• Coordinate Change Management process and provide client support.
• Review change requests for completeness and compliance.
• Facilitate change advisory board meetings.

Skills

Communication

Organizational Skills

Attention to Detail

Problem Solving

Education

College Degree in Computer Science or equivalent

Tools

ServiceNow

MS Office Suite

Job description

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Job Title : IT Analyst - Technical Support

Duration : 12 months (Extension, Conversion Possible)

Rotation Schedule : Potential 7 am to 3 pm or 11 am to 7 pm ( Need to be available for both, can rotate depending on business needs.

Work Type : Hybrid ( in office 2 to 3 days a week )

Pay Range : $35 - $42 / Hr

Job Responsibilities :

• Reason for request : Experienced IT Change Manager with an ITIL background and relevant change management experience is required to create, review, assess, and authorize change requests and run change advisory board meetings.

Description :

• Client Group organization is looking for an IT Specialist - Change Management (contract) to join the Technology Change Management team supporting the defined Technology Change Management process.
• This position reports to the enterprise technology Change Management process owner and is a key position within the Technology Change Management team, which is responsible for the daily coordination of technology Changes across all lines of Business within the bank.
• Multi-tasking is a key part of the job, and a sense of urgency and customer focus are required to be successful in this environment.
• This is an exciting opportunity for an ambitious self-starter to join a fast-paced, dynamic environment offering a variety of career opportunities.

Role Summary

• This role requires strong organizational skills, written and oral communication skills, an ability to multitask, as well as attention to detail.
• The incumbent will have working knowledge of the ITIL framework and familiarity with an ITIL-aligned tool.
• Familiarity with ServiceNow

Duties include, but are not limited to :

• 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 the 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 ad hoc process training with stakeholders.
• Updates and presents key performance metrics for the Enterprise Change Management process, as well as ad hoc requests for the various business units and support teams.
• Drive process and organizational maturity as it pertains to IT Service resolution activitiesManagement, 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)

Other Qualifications / Skills / Experience :

• 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.

Required Skills Include :

• College Degree or equivalent work experience (Computer Science preferred).
• 5+ years of experience working in a large and dynamic Enterprise Operations environment.
• Strong understanding of the IT Service Management discipline as it relates to 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 ethic 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 coordinate the efforts of other team members
• 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

About The Company :

• The top 10 banks in Canada and North America offer comprehensive financial solutions. Providing retail, commercial, wealth management, and wholesale banking services, we help clients thrive in today's evolving market.

About GTT

• GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. As a Native American-owned, economically disadvantaged corporation, we highly value diverse and inclusive workplaces. Our clients are Fortune 500 banking, insurance, financial services, and technology companies, along with some of the nation’s largest life sciences, biotech, utility, and retail companies across the US and Canada. We look forward to helping you land your next great career opportunity!

25-21440 #gttca

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