Senior Business Application Analyst(Operations Support)
TD Bank Group
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Job summary
TD Bank Group in Toronto is seeking an experienced operations professional to lead complex support for enterprise data platforms and business applications. You will manage intake, triage, resolution tracking, access governance, and stakeholder communications to ensure adherence to service standards and governance processes.
You will develop Power BI dashboards, analyze trends, and drive automation and AI-enabled improvements in collaboration with business and technology partners, ensuring
Qualifications
- Undergraduate degree or technical certificate.
- 5+ years of relevant experience.
- Experience with incident and problem management and tools such as Jira and ServiceNow.
- Strong Power BI reporting and analytics skills.
- Proficiency with Microsoft Azure is an asset.
Responsibilities
- Provide end-to-end ownership of support requests, including intake, triage, prioritization and resolution tracking.
- Leverage Azure/Azure AI capabilities to improve support efficiency and customer experience.
- Develop Power BI dashboards and support reporting.
- Support project intake, releases, and major initiatives with operational governance.
- Collaborate with technology to ensure data governance and PDLC adherence.
Skills
Education
Tools
Job description
Work Location: Toronto, Ontario, Canada Hours: 37.5 Line of Business: Enterprise Enabling Functions Pay Details: $81,600 - $115,200 CAD This role is eligible for a discretionary variable compensation award that considers business and individual performance. 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.
Lead complex operational support activities for enterprise data platforms and business applications. Manage support intake, issue resolution coordination, access management governance, stakeholder communications, and reporting activities while ensuring adherence to established service standards and operational procedures. Analyze operational trends, develop Power BI reporting and dashboards, identify process improvement opportunities, and support the implementation of automation and AI-enabled solutions to enhance service delivery and operational efficiency. Partner with business and technology stakeholders to resolve issues, improve support processes, and maintain accurate documentation and operational controls.
Provide end-to-end ownership of support requests, including intake, triage, prioritization, stakeholder communication, resolution tracking, and closure.
Leverage Microsoft Azure, Azure AI capabilities, Copilot/AI tools, and related platform capabilities to improve support efficiency, knowledge access, ticket handling, and customer experience.
Power BI dashboard development and support reporting.
Support the intake of projects, releases, major initiatives, platform/process updates, outages, and operational communications.
Responsible for day to day operations process management to ensure consistency, and delivery according to established SLA Document and maintain business-owned artifacts required for projects and major initiatives, aligned to the bank's Project Delivery Life Cycle (PDLC) methodology.
Responsible for working with Technology to establish a partnership and ensure all business requirements and Data Governance requirements are met.
Provide support on deployment and change management for initiatives relating to applications owned / managed.
Review requirements specifications and technical design documents to provide timely and meaningful feedback.
Provide feedback and thoughts on possible solutions to issues/risks arising throughout the life cycle of a project, including adherence to enterprise application / data lifecycle practices.
Identify and escalating risks that could impact project timelines or the quality of the deliverables to project manager and business owner, provide options and recommendation.
Act as an escalation point for application and operation issues both directly and through internal/external business partners (including external vendors).
May provide project management support to various extents.
Act as a decision maker on projects–responsible for getting input from the appropriate SMEs in order to make decisions.
Accountable for adhering to the EPMO project management methodology.
Ensure adherence to the Data Governance Framework.
Ensure adherence to guidelines and regulatory requirements under Privacy, Legal, Compliance, and the Office of the Chief Data Officer.
Demonstrated ability to build relationships within the team and with key stakeholders.
Continuously enhance knowledge/expertise in own area and keep current with leading-edge technologies trends/developments.
Continuously enhance knowledge of business domains and their products/services.
Support the development of business cases including benefits identification.
Support and/or implement solutions that mitigate risk and maximizes the availability of service, efficiency and effectiveness.
Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit.
Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques.
Participate in personal performance management and development activities, including cross training within own team.
Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities.
Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
Contribute to a fair, positive and equitable environment that supports a diverse workforce.
Act as a brand champion for your business area/function and the bank, both internally and/or externally.
Participate in knowledge transfer within the team and other business units, including participation in cross-functional groups or committees.
- Expert-level professional role requiring in-depth knowledge of business support operations, stakeholder management, business process documentation, and platform support practices.
- Acts as a subject matter expert within the assigned area of specialty and as a resource for others.
- Integrating broader organizational context into advice, recommendations, and solutions within own area.
- Maintains expert knowledge of applications supported by the team, including system components, functionality, interfaces, data flows, business rules, and operational dependencies.
- Uses advanced analytical, problem-solving, and consultative skills to assess complex issues involving multiple variables, stakeholders, and operational impacts.
- Translates Power BI reporting, support metrics, and operational data into actionable insights that inform prioritization, stakeholder updates, and continuous improvement opportunities.
- Uses AI, Azure-enabled tools, automation practices, and modern knowledge management methods to contribute to new solutions and recommend standards against which others may operate.
- Translates business needs into practical operational processes, support models, knowledge artifacts, and technology-enabled improvements.
- Undergraduate degree or technical certificate.
- 5+ years of relevant experience.
- Experience in support operations.
- Experience in stakeholder and customer relationship management.
- Experience with incident and problem management and issue-tracking tools such as Jira and ServiceNow.
- Strong Power BI reporting and analytics skills, including dashboard development, data visualization, KPI tracking, and translating operational data into actionable business insights.
- Experience working directly with data and understanding its underlying usage.
- Proficiency with Microsoft Azure is an asset.
- Working knowledge of Agile methodologies, including Scrum or Kanban, is an asset.
- Knowledge of SQL, Python, and Excel is an asset.
- Knowledge of AI tools and capabilities is an asset.
- Knowledge of data policy and governance principles.
- Ability to communicate effectively in oral and written form and bridge the gap between business users and technical requirements.
- A high degree of multitasking and prioritization may be required.
- Ability to facilitate detailed discussions and manage multiple customers and lines of business simultaneously.
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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities. 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.
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.
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. If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact. We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
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.
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.
At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.
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