IT Operations Analyst II

TD•Toronto, ON

23h•Onsite

About The Position

This role provides customer service support to clients or guidance to more junior team members on a broad range of complex or escalated issues. The IT Operations Analyst II prioritizes and assigns problems and service issues to the front line team appropriate to the level of service impacted. This role also coordinates problem resolution and the implementation of all changes and enhancements, ensuring adherence to change processes. The analyst verifies the quality of problem resolution, changes and enhancements, and monitors trends. They may provide basic research, maintenance, administration and/or support of systems/applications. This position generally reports to a Team Manager or Manager.

Requirements

Undergraduate degree or Technical Certificate
1-2 years relevant experience

Responsibilities

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.
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.
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.
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.