Production Support Analyst-ITIL

SPECTRAFORCE; Montreal; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading company in the banking sector is seeking an Application Production Support Analyst for a 12-month contract. The role involves governance, project management, and reporting, requiring strong ITIL knowledge and excellent communication skills. The ideal candidate will have experience in production support and a solid understanding of banking regulations.

Qualifications

• 5-10 years experience in Production support role.
• Experience in banking sector is a strong plus.

Responsibilities

• Contribute to governance and control area for the department.
• Assist in centralizing incoming projects and manage deliverables.
• Generate scorecards and dashboards for management reporting.

Skills

ITIL processes

Incident management

Change management

Excellent communication

Organizational skills

Tools

ServiceNow

MS Office

Job description

Direct message the job poster from SPECTRAFORCE

Lead Recruiter at SPECTRAFORCE Technologies

Application Production Support Analyst

12 Months (Can be extended to 24 months)

Strengths and Skills that will help you succeed :

• ITSM L1 - Candidate with 5-10 yrs experience.
• Experience in Production support role
• Good knowledge of ITIL processes and frameworks
• Significant experience with processes like incident, change problem and release mgmt.
• Experience in gathering data and generating reports / graphs with tools like ServiceNow
• 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)
• Organizational skills (being proactive)

Responsibilities :

Governance & Controls :

• Significantly contribute to 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 to same
• Ensure the department is audit ready at all times. Be prepared to represent or assist the representative of the department in all internal and external audits;

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 expense
• 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 MGMT 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

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Banking and Financial Services

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