Sr. IT Ops Analyst - Documentation Specialist

Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Technology Solutions

Pay Details:
$76,800 - $115,200 CAD

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.

Job Description:

This is an exciting opportunity for an ambitious, self-starter to join a fast-paced, dynamic environment offering a variety of career opportunities. This role requires strong organizational skills, strong technical writing and documentation skills, oral communication and presentation skills, and strong attention to detail. Multi-tasking is a key part of the job and having a sense of urgency and strong customer skills are required to be successful in this environment. The incumbent will have deep knowledge and understanding of the ITIL framework, and familiarity with an ITIL aligned tool, preferably ServiceNow.

Responsibilities include modification and maintenance of curriculum for our next generation change management platform to create, design, update, implement, and manage all standards, policies, procedures, processes, and enforce governance within this functional service area. The incumbent should proactively manage relationships with key stakeholders and segment leads to ensure the successful execution of critical change management projects, change request orchestration, and BAU activities leveraging effective change management tools and methodologies. This role will also involve working closely with various employees at all levels of the organization, including senior leaders across multiple LOB's globally.

Ability to drive the strategy to document change management high level and detailed documentation within the organization to institutionalize change management practices. Carry out assignments and special projects independently, drawing upon skills, knowledge, and expertise related to communications, organizational development, and change leadership initiatives. Maintain the library of change management documentation, communications, templates, and presentations for the organization to leverage. This includes maintenance of TD Central, Knowledge Base articles and monthly newsletters.

Manage process improvements within the enterprise ITSM tool (ServiceNow) and assist to drive day-to-day BAU operations. Coordinate technology change requests across all lines of business within the organization. In addition to the documentation focus, reviewing Service Now change request for adherence to the technology Change Management policies will be required during high volume periods.

This role will involve 24/7 on-call (rotating) support.

Description:

Must have:

1. Minimum of 6-7 years of direct change management experience
2. Strong working knowledge of IT change management methods and procedures
3. Strong service management experience, operational, and relational integration with other ITIL processes and disciplines such as incident, problem, and asset & configuration
4. Excellent verbal and written communication skills for interaction with technical and non-technical audiences
5. Experience leading and participating in the knowledge transfer of information with peers and management related to change management documentation, processes, policies and procedures
6. Understanding of the inter-relationship of complex technologies related to IT change management in a hybrid environment inclusive of mainframes, distributed systems, software, CMDB, DevOps, virtualization, and Cloud
7. Expertise in building, managing, and updating a full ITIL based documentation library, inclusive of version control, sound document retention policies, regular reviews, attestations, and auditing
8. Knowledge formulating, reporting and presenting analytics, metrics and KPI's to executives including ad-hoc requests for various internal business units and support teams
9. Extensive industry knowledge and subject matter expert experience IT Service Management processes and tools, especially change management
10. Ability to chair / manage various enterprise change management meetings
11. Demonstrated leadership experience and proven success in reviewing submitted change requests for completeness, integrity and compliance against mandatory process requirements
12. Proven experience evaluating risk and impact associated with submitted changes and investigating linkages between incidents to determine RCA
13. Experience driving process and organizational maturity in an IT change management program.

14. Extensive experience with Microsoft products such as Power Automate, PowerBI, VBA and creating complex macros in Excel.

Nice to have
1. Working knowledge of ServiceNow or another ITIL aligned Service Management tool is an asset
2. ITIL v4 Foundations is an asset
3. Banking/Financial Industry experience
4. Data center operations experience
5. Former TD experience
6. Asset and configuration management experience

Who We Are:

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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

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. Learn more

Additional Information:
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.

Colleague Development
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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
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.

Accommodation
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.

We look forward to hearing from you!

Language Requirement (Quebec only):
Sans Objet