Sr. IT Support Analyst

We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

KEY ACCOUNTABILITIES

CUSTOMER

- Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate.
- Service applications/systems and provide a level of application/systems/operational availability that meets or exceeds established standards/service levels, while minimizing operational risk.
- Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams.
- Continuously strive to improve the stability of the production environment by partnering closely with key stakeholders on setting up, maintaining, and monitoring applications/systems, ensuring availability targets are met.
- Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
- Ensure timely notification and escalation of possible issues/problems, options, and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met.
- Deliver effective and defect-free support (application, software, and/or operations), researching system issues/opportunities, overseeing the execution of recommendations, and maintaining accurate documentation.
- Interact with clients to provide quality service/solutions consistent with objectives and client requirements.
- Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations.
- Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity.
- Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends, and processes related to own area.
- Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring, and with minimal impact to the business.
- May develop a working relationship with 3rd party vendors as required to fulfill support requirements.
- Act as partner in scheduling, packaging, and releasing new applications and manage all application releases according to approved governance and gating criteria.
- Develop understanding of technical aspects of project/break-fix development related to the application and provide advice/guidance to Developers and Solution Designers.
- Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance.
- Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues.
- Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages.
- Improve stability of the production environment by assisting in setting up, maintaining, and monitoring applications/system.

SHAREHOLDER

- Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required.
- May monitor the performance of the environment by using meaningful metrics.
- Provide Disaster Recovery support by assisting in defining/reviewing disaster recovery plans and by participating in testing.
- Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization.
- Ensure effective change management discipline is used.
- Adhere to existing processes/standards, business technology architecture, risk, and production capacity guidelines; plan, monitor, and escalate issues as required.
- Follow standards, policies, and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP).
- Identify/implement process improvements to enhance revenue, customer experience, and/or reduce costs.
- Comply with well-defined enterprise technology delivery practices and standards and project management disciplines.
- Make effective use of the cost management processes in place in own unit.
- Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools, and techniques that can contribute to effective solution development/delivery.
- Keep current with industry and/or business trends.
- May perform testing according to test plans, monitor and report on results, and work with others on problem resolution.
- As required, support the development of business cases, RFI/RFP, and service level agreements with vendors/suppliers consistent with IT requirements/guidelines.

EMPLOYEE / TEAM

- Work effectively as a team, supporting other members of the team in resolving critical service issues.
- Prioritize and manage own workload in order to deliver quality results and meet timelines.
- Support a positive work environment that promotes service to the business, quality, innovation, and teamwork and ensure timely communication of issues/points of interest.
- Participate in knowledge transfer within the team and business units.
- Identify and recommend opportunities to enhance productivity, effectiveness, and operational efficiency of the business unit and/or team.

BREADTH & DEPTH

- Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/educate others.
- Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution.
- Leads the support of highly complex and/or comprehensive applications/systems and/or business lines.
- Identifies root causes and implements targeted and controlled remediation plans.
- May administer business applications in coordination with appropriate stakeholders.
- Reviews, participates, and implements procedures.
- Researches industry standards, best practices, and new innovations in technology and makes recommendations.
- Generally reports to a Manager or Senior Manager.

EXPERIENCE & EDUCATION

- Undergraduate degree or Technical Certificate.
- 5-7 years relevant 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 investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary and several other key plans such as health and well-being benefits, including medical coverage, paid time off, career development, and reward and recognition programs.

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.

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

If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Our Values
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.

Our Commitment to Diversity, Equity, and Inclusion
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.

Helping to Make an Impact in Communities – TD Ready Commitment
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. Learn more: Canada | US | Europe & Asia Pacific

#J-18808-Ljbffr