IT Build Analyst II

TD; Canada; On-site; CAD 65,000 - 99,000; Full time

Job summary

A leading financial institution in Canada is looking for a candidate to manage intake requests for accessibility consulting engagements. This role involves ensuring requests are prioritized and routed correctly while maintaining service quality and compliance with standards. Candidates should have strong organizational skills and experience in vendor relationship management. The position offers competitive compensation ranging from $65,600 to $98,400 CAD annually, along with various benefits and opportunities for professional development.

Benefits

Health and well-being benefits

Career development programs

Qualifications

• 3–5 years of experience in service coordination or intake management.
• Familiarity with accessibility standards (WCAG, AODA, ACA).
• Proficiency with reporting tools.

Responsibilities

• Manage and triage intake requests for accessibility consulting.
• Coordinate with vendors for document remediation.
• Monitor SLAs and elevate quality concerns.

Skills

Organizational skills

Communication skills

Vendor relationship management

Education

Undergraduate degree or Technical Certificate

Tools

ServiceNow

SharePoint

Job description

Work Location: Toronto, Ontario, Canada

Hours: 37.5

Line of Business: Technology Solutions

Pay Details: $65,600 - $98,400 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job‑related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description

Role Purpose

Manage and triage intake requests for accessibility consulting engagements and accessible document remediation services. Ensure requests are properly assessed, prioritized, and routed to the appropriate internal team or external vendor. Maintain service quality, compliance with accessibility standards, and positive client experience through proactive communication and process oversight.

Key Accountabilities

Customer

• Monitor and manage the consulting intake queue, validating request details, clarifying scope, and assigning to the correct resource or workstream.
• Oversee the accessible document service intake queue, reviewing PDF remediation requests for completeness and eligibility.
• Prepare and submit remediation requests to the approved vendor; track progress and ensure timely delivery.
• Communicate with requestors to confirm requirements, provide status updates, and set expectations for turnaround times.
• Verify remediated documents meet accessibility standards (WCAG, AODA, ACA) before delivery; elevate issues promptly.
• Maintain accurate documentation of intake processes, request details, and resolution steps.

Shareholder

• Coordinate with third‑party vendor for document remediation; monitor SLAs and elevate delays or quality concerns.
• Maintain intake dashboards and generate reports on volume, turnaround times, SLA adherence, and client satisfaction.
• Identify process improvement opportunities to streamline intake workflows and reduce turnaround times.
• Ensure compliance with TD accessibility policies and standards; contribute to vendor performance reviews and accessibility audits.

Employee / Team

• Collaborate with consulting leads, accessibility specialists, and vendor contacts to ensure smooth handoffs and timely delivery.
• Document intake procedures and best practices; contribute to team knowledge base for consistent handling of requests.
• Support a positive work environment that promotes service excellence, quality, and teamwork.

Breadth & Depth

• Independently manage multiple intake queues and apply judgment to prioritize requests based on business impact and accessibility compliance requirements.
• Serve as the primary point of contact for intake‑related inquiries and escalations.
• Work under minimal supervision; act as a reference for team members on intake processes and vendor coordination.

Experience & Education

• Undergraduate degree or Technical Certificate.
• 3–5 years of relevant experience in service coordination, intake management, or vendor relationship management.
• Strong organizational and prioritization skills for managing multiple queues.
• Familiarity with accessibility standards (WCAG, AODA, ACA) and document remediation processes.
• Experience with vendor coordination and SLA tracking.
• Excellent communication skills for client and stakeholder engagement.
• Proficiency with intake platforms (e.g., ServiceNow, SharePoint) and reporting tools.

Who We Are

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well‑being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well‑being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process

We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

Language Requirement (Quebec only)

Sans Objet