IT Operations Analyst II

Work Location:

Hours:

Line of Business:

Pay Details:

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 candidates 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:

Provides technology-based customer service support and conducts first level analysis to resolve end user incidents / issues working with technology groups to resolve within established timeframes.

KEY ACCOUNTABILITIES

CUSTOMER

• Provide courteous efficient and professional customer service to ensure inquiries problems and issues are resolved promptly and effectively under all conditions
• Ensure change activities are performed on time minimizing risk to the service/business environment
• Monitor resources to ensure availability associated with business applications and technology
• Identify resolve or escalate service delivery issues and/or complaints
• Maintain proficient knowledge of tools processes procedures and resources necessary to assist in problem determination as well as recovery
• Maintain proficient knowledge of technology components applications clients/customers and business services
• Prioritize activities to ensure time invested is appropriate to the availability impact
• Provide seamless integration of activities and processes recognizing system interdependencies
• Act as an information source to colleagues business partners and clients/customers
• Ensure prompt and timely updates to service issues and follow through on outstanding problems

SHAREHOLDER

• Deliver and maintain accurate reports and documentation
• Follow established procedures and standards
• Follow standards policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
• Maintain a secure work environment and ensure adherence to notification and escalation processes
• Communicate effectively within the team relative to service issues and scheduled changes
• Recommend improvements and enhancements to internal departmental processes
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

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

• Provides customer service support to clients or guidance to more junior team members on a broad range of complex or escalated issues
• Prioritizes and assigns problems and service issues to the front line team appropriate to level of service impacted
• Co-ordinates problem resolution and the implementation of all changes and enhancements ensuring adherence to change processes
• Verifies the quality of problem resolution changes and enhancements and monitors trends
• May provide basic research maintenance administration and/or support of systems/applications
• Generally reports to a Team Manager or Manager

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate
• 1-2 years relevant experience

Who We Are:

TD is one of the worlds 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 95000 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 youve 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 were 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:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were 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 youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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 were committed to helping you identify opportunities that support your goals.

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

Interview Process
Well 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 youd 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):