ITSM Change Management Analyst

US Tech Solutions; Montreal; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A forward-thinking company is seeking an ITSM Change Management Analyst to enhance governance and control within its department. This role involves ensuring compliance with standard operating procedures, managing projects, and driving continuous process improvements. The ideal candidate will have a strong background in ITIL processes, excellent communication skills, and the ability to take initiatives that lead to successful outcomes. Join an innovative team focused on delivering quality solutions in a dynamic environment where your contributions will make a significant impact.

Qualifications

• Experience in production support and ITIL processes is essential.
• Strong communication skills and ability to take initiative are required.

Responsibilities

• Contribute to governance and control for the department and ensure compliance.
• Assist in project management and budget preparation exercises.

Skills

Production support

ITIL processes and frameworks

Incident management

Change management

Problem management

Release management

Data gathering and reporting

Excellent communication skills

Initiative-taking

Education

Experience in banking sector

Tools

ServiceNow

PowerBI

JIRA

Python

MS Office

Job description

ITSM Change Management Analyst
Location: Montreal, QC (Hybrid)
Duration: 12 Months

Responsibilities
Governance & Controls:
Significantly contribute to the governance and control area for the department (Global Banking, ALM Treasury, Functions).
Ensure that the standard operating procedures are updated and maintained along with their associated controls, and their implementation.
Work on tasks related to Risk and Controls framework development and BAU assessments. Ensure the Bank policies are applied, and all teams comply with the same.
Ensure the department is always audit ready. Be prepared to represent or assist the representative of the department in all internal and external audits.
Look for avenues of automation and take initiatives to automate processes using Python, PowerShell, or other tools (ServiceNow, PowerBI, Jira, others).

Project Management & Budgeting:

• Assist in centralizing all incoming projects (Change the Bank) for the platform and manage deliverables from the team.
• If necessary, be hands-on and eventually play a Project Manager role for any of the projects.
• Lead ongoing transformation and continuous process improvement initiatives to improve quality, mitigate operational risk, and optimize expenses.
• Assist in the budget preparation exercises for the department, and track invoices and other expenses.

Management Reporting:

• Identify and streamline KPIs and reporting needs. Generate scorecards/dashboards for management and business reporting.
• Ensure quick meaningful Metric/periodic report/snapshots generation that ease and drive management decisions.
• Centralize the reporting structure for governance, controls, projects, reports, etc. and ensure its maintainability.
• Assist in the preparation of management committees – OpCos, governance forums, project committees, etc.

IT Continuity:

• Oversee IT continuity exercises for the department and ensure that its recordkeeping is maintained in line with controls.

Others:

• Own, execute and report the Top-Down activities ITP Management instructs to implement through the APS head of GB, ALMT, and Functions.
• Organize and monitor the activity and interaction of the team aligned with a "client-focused, simple and clear, collaborative and efficient approach.”
• Oversee and evaluate customer feedback to develop quality improvement processes.

Experience / Skills Needed:

• Experience in Production support role.
• Good knowledge of ITIL processes and frameworks.
• Significant experience with processes like incident, change, problem, and release management.
• Experience in gathering data and generating reports/graphs with tools like ServiceNow, PowerBI, JIRA, Python.
• Hands-on with MS Office tools for reporting and presentations.
• Experience with data warehousing and reporting technologies.
• Good infrastructure knowledge – Linux, Windows, Cloud computing, replication, architecture.
• Excellent communication skills, interacting with users, IT, and stakeholders.
• Experience in the banking sector, with an understanding of regulatory obligations is a strong plus.
• Ability to take initiatives (make proposals and drive them to completion).

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.