IT Support Analyst IV

TD•Toronto, ON

1d•CA$69,700 - CA$98,400•Onsite

About The Position

This role is responsible for performing controlled resolution of incidents and problems, including prioritization and escalation, liaising with business and technology partners. The IT Support Analyst IV will service applications/systems to ensure they meet or exceed established standards and service levels while minimizing operational risk. This position partners with key stakeholders to schedule packaging and release new applications in a timely manner, aiming to reduce change execution times by planning implementations with parallel work streams. The analyst will continuously strive to improve the stability of the production environment by partnering closely with key stakeholders on setting up, maintaining, and monitoring applications/systems, ensuring availability targets are met. They will provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues, performing controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction. The role involves ensuring timely notification and escalation of possible issues/problems, options, and recommendations for prompt resolution, and communicating project status and providing timely escalation of issues to ensure project objectives are met. The analyst will deliver effective and defect-free support (application, software and/or operations), researching system issues/opportunities, overseeing the execution of recommendations, and maintaining accurate documentation. They will interact with clients to provide quality service/solutions consistent with objectives and client requirements, and design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations. The role also involves identifying and addressing application and data issues and cross-capability and cross-release issues that affect application integrity. The IT Support Analyst IV will consult with other functional areas to provide technical expertise in their area of specialization, acting as a reference on technology, trends, and processes related to their area. They will schedule changes to supported components in accordance with approved change management procedures, implementing changes with proper testing, stakeholder signoff, monitoring, and minimal business impact. The role may involve developing a working relationship with 3rd party vendors as required to fulfill support requirements and acting as a partner in scheduling, packaging, and releasing new applications, managing all application releases according to approved governance and gating criteria. The analyst will develop an understanding of the technical aspects of project/break-fix development related to the application and provide advice/guidance to Developers and Solution Designers. Responsibilities include incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance. They will provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues, perform incident management roles (communicator, tracker, escalator, driver, etc.) for outages, and communicate to clients during service outages. Additionally, they will improve the stability of the production environment by assisting in setting up, maintaining, and monitoring applications/systems.

Requirements

Undergraduate degree or Technical Certificate
3-5 years relevant experience

Responsibilities

Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible
Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
Deliver effective and defect-free support (application, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
Interact with clients to provide quality service/solutions consistent with objectives and client requirements
Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations
Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business
May develop a working relationship with 3rd party vendors as required to fulfill support requirements
Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria
Develop understanding of technical aspects of project / break-fix development related to the application and provide advice/guidance to Developers and Solution Designers
Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance
Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues
Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages
Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system
Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required
May monitor the performance of the environment by using meaningful metrics
Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
Ensure effective change management discipline is use
Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs
Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
Make effective use of the cost management processes in place in own unit
Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery
Keep current with industry and/or business trends
May perform testing according to test plans, monitor and report on results, and work with others on problem resolution
As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines
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
Performs work on all aspects of the application/system support
May act as a reference for team members or clients
Actively involved in resolving client applications issues
May configure, upgrade, administer business applications in co-ordination with appropriate stakeholders
May develop scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment
Performs problem determination including data gathering and analysis