Process Analyst – ITSM

Story Behind the Need

Business Group : The IT Service Management team delivers best-in-class technology enhancements in service management for our internal stakeholders and users via robust processes, tools, and governance.

Project : The project is ongoing and is a large initiative that aims to re-engineer all of the Service Management processes within the organization and implement all tooling that is needed to support that effort.

Candidate Value Proposition :

This role oversees the incident management process to ensure that ITSM processes are executed in a controlled and authorized manner, in compliance with governing regulations, client’s standards, policies, processes, and procedures.

Typical Day in Role :

• Create and maintain documentation :
• Training
• Governance
• Process analysis
• Work with business stakeholders, platform team, and representatives from CIO areas to identify and document process improvements.
• Work with various teams including reporting, risk, software development, and operations and SRE to ensure that all technical and business requirements are being met and that work receives the appropriate level of priority.
• Process Ownership / Continuous improvement :
• Leadership
• People and non-people leadership skills
• Reporting & Analytics design
• KPIs, Metrics
• Project work / leadership
• Support the department initiatives during development and execution, involve stakeholders (e.g. risk, legal, audit) as required.
• Community engagement and outreach :
• Work in collaboration with the ITSM Process / Product Owners, ITSM Platform team, and Engineering areas to Champion ITSM culture and practices.
• Help with internal and external communication, improves transparency and radiate information.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of their respective areas in accordance with client’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML / ATF / sanctions and conduct risk.

Candidate Requirements / Must Have Skills :

• 5-7 years of experience as an analyst.
• Experience in a technical domain such as software development, system administration / operations, reliability and performance engineering, process engineering, resilience engineering, etc.
• Familiar and able to engage with software development and operations teams that leverage methodologies such as Agile, DevOps, and System Reliability Engineering.
• Familiar with at least one major process analysis technique or framework including Value Stream Mapping, SixSigma, Hierarchical Task Analysis, System Mapping, etc.
• Fluency in English is a must.

Nice to Have Skills :

• Spanish is an asset.
• Advanced knowledge of IT Service Management (ITSM) disciplines and frameworks, specifically IT Infrastructure Library (ITIL) is considered an asset.

Soft Skills :

• Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Champions a high-performance environment and contributes to an inclusive work environment.

Education :

Undergraduate Degree in Computer Science, Computer Engineering, or technical equivalent.

Candidate Review & Selection :

• 1st round teams 30 mins HM (Mildly technical)
• 2nd round - teams 1 Hr Panel (Technical)

Best vs Average :

Critical thinking, ability to analyze, implement basic logic rules.

Job Details

12409

Contract

6 months

Toronto

J-18808-Ljbffr