Support Analyst - Unified Communications

BMO; Toronto; On-site; CAD 56,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO Financial Group is hiring for an IT Operations role focused on monitoring, incident management and production change deployment. The candidate will work with enterprise monitoring, logging, and automation to ensure service levels and reliability across infrastructure, applications, and security.

Typically 2–4 years IT experience with familiarity in Intune, Teams, AWS Connect, SIP/UC and ServiceNow is expected; ITIL is a plus.

Qualifications

• Typically 2–4 years of IT or business experience.
• Proficient with Intune, Teams, AWS Connect; SIP/UC knowledge beneficial.
• ITIL Foundation Certification and ServiceNow incident management experience.
• Knowledge of IT operations processes for monitoring and alerting.
• Strong analytical and problem-solving skills with clear communication.

Responsibilities

• Monitors, sustains and restores services, and manages incidents 24/7.
• Implements changes to production in coordination with teams.
• Collaborates with development to build self-healing solutions and tooling.
• Provides end-to-end technology support across systems and apps.

Skills

Microsoft Intune

Microsoft Teams

AWS Connect

SIP/unified communications

IT Operations

Education

B.S./B.A. in computer science, engineering, information systems, math or business

ITIL Foundation Certification

Tools

ServiceNow

Job description

Application Deadline: 11/08/2026 Address: 4100 Gordon Baker Road Job Family Group: Technology Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements. Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident. Provides immediate response to production program or system problems. Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications. Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides. Works with development teams to build solutions that use enterprise monitoring/logging, are “self-healing”, and require minimal to zero maintenance. Possesses strong technical and/or business functional knowledge of systems, timing and dependencies. Conducts independent analysis and assessment to resolve strategic issues. Monitors and tracks performance, and addresses any issues. Breaks down strategic problems, and analyses data and information to provide insights and recommendations. Leads/Conducts incident recovery and detailed root case analysis. Deploys manual code to production environment. Facilitates or completes analysis, design and configuration of viable solutions to highly complex technology problems that would improve data center and support activities. Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc. Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables. Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery. Supports deployment activities, managing implementation issues to resolution. Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution. Monitors technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment. Provides inbound call assistance to end-users for application, technical, and IMACD needs leveraging the knowledge base and/or run books available. Collaborates and engages with the appropriate areas across the bank. Develops or helps to develop the knowledge assets required for the operation. Promotes adherence to standards and industry best practices. Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas. Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology. Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning. Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus. Exercises judgment to identify, diagnose, and solve problems within given rules. Works independently on a range of complex tasks, which may include unique situations. Broader work or accountabilities may be assigned as needed. Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Qualifications

Qualifications: Typically 2-4 years of work experience in IT or business environment and/or B.S./B.A. in computer science, engineering, information systems, math or business. Proficient level of knowledge in Microsoft Intune: Mobile and App Management; Microsoft Teams; AWS Connect; SIP or other unified communications would be beneficial. ITIL Foundation Certification and experience working in a ServiceNow incident management environment would be an asset. Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting. Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience. Technical and/or business functional knowledge of systems, tools, timing, and dependencies. Technical proficiency gained through education and/or business experience. Verbal & written communication skills - In-depth. Collaboration & team skills - In-depth. Analytical and problem solving skills - In-depth. Influence skills - In-depth. Data driven decision making - In-depth.

Salary

Salary: $55,500.00 - $120,000.00 Pay Type: Salaried The above represents BMO Financial Group’s pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position. BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

About Us At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world. As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset. To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

BMO is a leading bank driven by a single purpose: to Boldly Grow the Good in business and life. Everywhere we do business, we’re focused on building, investing and transforming how we work to drive performance and continue growing the good. Who we are We’re proud to be fueling growth and expanding possibilities for individuals, families and businesses. More than 12 million customers count on us for personal and commercial banking, wealth management and investment services. As the 8th largest bank in North America by assets, we provide personal and commercial banking, wealth management and investment services to more than 12 million customers. In Canada, the United States and across the globe, we’ll continue to build, invest and transform to drive performance that serves the good that grows.