Sr. IT Ops Analyst - Reporting & Documentation Specialist

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Sr. IT Ops Analyst - Reporting & Documentation Specialist

senior · Operations

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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:

Sr. IT Ops Analyst – Sr. IT Ops Analyst - Reporting & Documentation Specialist

Who we are:

Technology Change Management governs the processes, policies, procedures, tools, and technology associated to enterprise IT Change Records on behalf of TD Service and infrastructure teams throughout the entire change lifecycle. Working together with the Change Coordinators, we provide guidance in making sure these Changes are planned carefully and take into consideration impact to our customers and TD resources, resulting in improved availability and higher Change success rates.

Overview 

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: 
 
-Minimum of 6-7 years of direct change management experience 
-Strong working knowledge of IT change management methods and procedures 
-Strong service management experience, operational, and relational integration with other ITIL processes and disciplines such as incident, problem, and asset & configuration 
-Excellent verbal and written communication skills for interaction with technical and non-technical audiences 
-Experience leading and participating in the knowledge transfer of information with peers and management related to change management documentation, processes, policies and procedures 
-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 
-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 
-Knowledge formulating, reporting and presenting analytics, metrics and KPI’s to executives including ad-hoc requests for various internal business units and support teams 
-Extensive industry knowledge and subject matter expert experience IT Service Management processes and tools, especially change management 
-Ability to chair / manage various enterprise change management meetings
-Demonstrated leadership experience and proven success in reviewing submitted change requests for completeness, integrity and compliance against mandatory process requirements 
-Proven experience evaluating risk and impact associated with submitted changes and investigating linkages between incidents to determine RCA 
- Experience driving process and organizational maturity in an IT change management program. 

-Extensive experience with Microsoft products such as Power Automate, PowerBI, VBA and creating complex macros in Excel.  
 
Nice to have 
 
-Working knowledge of ServiceNow or another ITIL aligned Service Management tool is an asset 
-ITIL v4 Foundations is an asset 
-Banking/Financial Industry experience 
-Data center operations experience  
-Former TD experience 
-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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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):