IT Support Analyst IV
About The Position
Within Wealth Management Technology Solutions, the TDAM Technology organization is aligned to the TD Asset Management business and works closely with its business partners in project prioritization, initiation, implementation and support of vendor and in-house technology solutions. The organization consists of both Development and Support teams which operate very closely together. TDAM Development works primarily in a Microsoft environment and delivers/maintains Trading, Portfolio Management, CRM, Risk and Compliance and other desktop and web-based applications which integrate through the proprietary TDAM Data Hub environment. We are looking for someone to provide a broad range of systems and application support, research and analysis, administration, performance availability monitoring and management.
Requirements
- Undergraduate degree or Technical Certificate
- 3-5 years relevant experience
- Excellent communication skills (written and verbal)
- Ability to multi-task in a high-pressure environment
- Enjoy working as part of a team
- Strong analytical and organizational skills to manage multiple deadlines and priorities
- Advanced Microsoft Excel and PowerPoint skills
- Knowledge of ServiceNow, JIRA, SQL, Confluence and MS O365 applications
Nice To Haves
- CSC courses and Bloomberg knowledge are preferred, candidates with a combination of business and technology experience
- Seeking self-motivated individual who wants to work in a fast paced and unique business environment
- Possesses solid relationship skills with an ability to think quickly and make things happen with positive influence
- Thrives in a change driven environment
- Proven ability to build strong relationships with business partners and multiple lines of business
- History of delivering superior results
- Ability to stay resilient under pressure
Responsibilities
- Monitor Team dashboard, identifying data flow issue provide resolution or escalation.
- Prepare daily EOD (end of day) outstanding issue report and handover to overnight offshore team.
- Triage technology issues impacting the North American Contact Center lines of business
- Manage technology interruptions, oversee issue escalation and resolution
- Assess the issue and impacts to determine if customer messaging is required and action appropriately
- Effective and clear communication of issue, including technology status updates, real time metrics and action plan
- Identify improvement opportunities observed via Incidents and follow through to resolution
- Track incidents and impacts for reporting and trend analysis
Benefits
- health and well-being benefits
- savings and retirement programs
- paid time off
- banking benefits and discounts
- career development
- reward and recognition programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
