Production Support Analyst

Axelon Services Corporation; Montreal; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Production Support Analyst to enhance governance and control within their Global Banking department. This role involves ensuring compliance with bank policies, maintaining audit readiness, and leading process improvement initiatives. The ideal candidate will have a strong background in ITIL processes, production support, and excellent communication skills to interact with various stakeholders. Join a dynamic team where your contributions will significantly impact operational efficiency and quality improvements in a fast-paced banking environment.

Qualifications

• 5-10 years of experience in a production support role.
• Good knowledge of ITIL processes and frameworks.
• Experience in the banking sector is a strong plus.

Responsibilities

• Contribute to governance and control areas for the department.
• Ensure standard operating procedures are updated and effective.
• Lead ongoing transformation and continuous process improvement initiatives.

Skills

ITIL Processes

Incident Management

Change Management

Problem Management

ServiceNow

MS Office

Data Warehousing

Linux

Windows

Cloud Computing

Tools

ServiceNow

MS Office

Job description

Job Title: Production Support Analyst

Location: Montreal, QC

Responsibilities:

1. Significantly contribute to governance and control areas for the department (Global Banking, ALM Treasury, Functions).
2. Ensure that standard operating procedures are updated, maintained, and their implementation is effective.
3. Work on tasks related to Risk and Controls framework development and BAU assessments; ensure compliance with Bank policies across all teams.
4. Maintain audit readiness at all times; represent or assist the department during internal and external audits.
5. Assist in centralizing all incoming projects (Change the Bank) for the platform and manage team deliverables.
6. Lead ongoing transformation and continuous process improvement initiatives to enhance quality, mitigate operational risk, and reduce expenses.
7. Identify and streamline KPIs and reporting needs.
8. Centralize the reporting structure for governance, controls, projects, and reports, ensuring its maintainability.
9. Oversee IT continuity exercises and maintain records in line with controls.
10. Implement and report on Top-Down activities as instructed by ITP Management through the Client head of GB, ALMT, and Functions.
11. Evaluate customer feedback to develop quality improvement processes.

Qualifications:

• 5-10 years of experience in a production support role.
• Good knowledge of ITIL processes and frameworks.
• Experience with incident, change, problem, and release management processes.
• Experience in data gathering and report/graph generation using tools like ServiceNow.
• Proficiency with MS Office tools for reporting and presentations.
• Experience with data warehousing and reporting technologies.
• Strong infrastructure knowledge: Linux, Windows, Cloud computing, replication, architecture.
• Excellent communication skills to interact with users, IT, and stakeholders.
• Ability to take initiative.
• Experience in the banking sector with an understanding of regulatory obligations is a strong plus.
• Strong organizational skills.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Analyst and Information Technology