ITSM Expert - Run Control Tower

Crédit Agricole Group; Montreal; On-site; CAD 70,000 - 110,000; Full time

Job summary

Join a dynamic and innovative team responsible for maintaining and enhancing Capital Market applications in a leading financial institution. This role focuses on streamlining ITSM processes, improving operational efficiency, and ensuring robust production support for capital markets. You will collaborate with global teams, analyze KPIs, and lead change management initiatives. If you're passionate about driving quality and continuous improvement in IT services, this is the perfect opportunity to make a significant impact.

Qualifications

• Experience in ITSM processes and best practices.
• Strong analytical skills for KPI creation and presentation.

Responsibilities

• Streamlining ITSM processes across all teams.
• Monitoring production quality and driving continuous improvement.

Skills

ITSM Processes

Data Analysis

Change Management

Incident Management

Problem Management

Reporting

Education

Bachelor's Degree in Computer Science or related field

Tools

Confluence

Job description

Job Description: Capital Market Run the Bank Team

The department is responsible for the development and maintenance of Capital Market applications used by worldwide users.

“Run the bank” is the primary mission of the IT department. It involves frontline IT professionals who understand business operations, timing of activities, and data flow through internal and external systems. They work continuously with business users, infrastructure engineers, and system managers.

The candidate will join the Montréal Capital Market Run the Bank team, responsible for running applications for capital markets, including Front-Office (Murex, Apex, Orchestrade…), Back-Office (Summit, Calypso…), Market Data Referential (Asset Control), Market Risk applications (in-house applications on big data technologies), and will ensure the creation and management of controls for the RUN Teams.

The candidate will be part of the Run Control Tower, a transversal and worldwide team.

Expected responsibilities include proposing improvements for Run/ITSM practices and quality management. The candidate is not expected to perform IT support activities but should acquire sufficient knowledge to understand operational problems in IT support.

KEY RESPONSIBILITIES

• Streamlining ITSM processes (Incident Management, Request Management, Problem Management, Change Management) across all teams.
• Drafting and reinforcing best practices globally.
• Creating, analyzing, and presenting KPIs to management and suggesting improvements.
• Monitoring and improving production support for all Capital Markets IT teams.
• Developing and monitoring internal tools, especially for reporting.
• Coordinating Major Incidents affecting multiple teams.
• Monitoring business continuity plans (BCP), acting as Disaster Manager for CMI, and participating in disaster recovery tests twice a year.
• Leading Change Management in production, organizing CAB meetings, managing emergency changes, and reporting changes across teams.
• Managing knowledge repositories via Confluence documentation.
• Monitoring production quality through data quality management, support activity reporting, and presenting this data at management levels.
• Driving continuous improvement by defining maturity matrices and assessing operational team performance.