Technical Support

Technical Support

Location: Scarborough, ON

Onsite Flexibility: Hybrid 2 4 days/week onsite

Contract Details

• Position Type: Contract
• Contract Duration: 1 year (extension possible; conversion to permanent possible)
• Pay Rate: C$35.00 C$42.00 / Hour (CAD)
• Shift / Schedule: Change Implementation Monitoring shifts rotate between 7:00 AM 3:00 PM and 11:00 AM 7:00 PM must be flexible and able to adjust schedule. Shift could also be 9:00 AM 5:00 PM depending on where the candidate is needed and placed. Attendance at the weekly Wednesday 9:00 AM 9:45 AM meetings is required in addition to regular shifts.
• Travel Requirements: Travel between sites (320 Front Street, Scarborough Operating Centre, and Creekside Mississauga) required.

Job Summary

We are looking for someone with diverse skills and some background in this space 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 involve working closely with various employees at all levels of the organization, including TS teams and senior leaders across multiple lines of business globally. 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.

Key Responsibilities

• Coordination and execution of the Change Management process on a daily basis, providing both process and client support.
• Serve as a subject matter expert on IT Service Management Change Management process and tool.
• Chair and manage various Technology Change Management related meetings.
• Review submitted change requests for completeness, integrity, and compliance with process requirements; evaluate risk and impact associated with submitted changes.
• Work with the team to define, document, enforce, and support ITSM policies, processes, and procedures including making recommendations for improvements; facilitate scheduled and ad hoc process training with stakeholders.
• Update and present key performance metrics for the Enterprise Change Management process as well as ad hoc requests for the various business units and support teams.
• Drive process and organizational maturity as it pertains to IT Service Management resolution activities and ITIL.
• Facilitation of collision mitigation and conflict.
• Facilitation of the Change Post Implementation Review (CPIR) process to document and track plans to improve change success.
• Operational and relational integration with other IT processes and teams (Incident, Problem, Configuration).

Required Skills

• IT Technical Support experience
• ServiceNow experience
• MS Office proficiency
• ITIL knowledge and application
• Experience reviewing technical documentation
• Asset management experience
• Enterprise Operations environment experience
• Knowledge of IT change management and ITIL methods and procedures
• Strong communication skills
• Strong interpersonal skills

Preferred Skills

• Financial Institution (FI) experience
• ITILv5 certification

Education Requirements

• Post-secondary education required
• ITILv4 certification required
• ITILv5 certification is a nice to have

Required Experience

• 5 years of experience in an IT process management role
• Operational IT background with experience in IT process management (change enablement), reviewing change records, change post-implementation reviews, and emergency changes

Work Environment / Physical Requirements

• Hybrid working arrangement onsite work requirement 2 4 times per week
• Required to be onsite at 320 Front Street (4th floor), Scarborough Operating Centre, or Creekside Mississauga during team meetings; location confirmed at least 3 weeks prior
• Primarily based at 320 Front Street, but must be able to travel to Creekside and Scarborough sites as well
• Shift rotation between 7:00 AM 3:00 PM and 11:00 AM 7:00 PM; must be flexible with scheduling

Important Notes

• Interview process: possibly 2 rounds both may be in-person; 30-minute panel interview format
• Contractor may have possible access to customer data
• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a leading financial services and banking institution operating across multiple lines of business globally, with a large technology organization supporting enterprise-wide operations. The team culture emphasizes collaboration, agility, and a fast-paced environment, with strong emphasis on long-term growth potential. Professionals in this organization include IT analysts, solutions developers, release train strategists, change management specialists, and technical support professionals who work across global lines of business and interface with senior leaders at AVP levels and above.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-13099 Industry: Information Technology

#gttca #LI-GTT #LI-Hybrid