Sr. IT Support Analyst

TD•Toronto, ON

5d•CA$81,600 - CA$115,200•Onsite

About The Position

The Core Platform, part of Global Technology Solutions (GTS) is responsible for delivering innovative, scalable, and customer-focused technological solutions. Our teams partner closely with Product Owners, Technology, Architecture, Quality Engineering, Operations, Risk, and Compliance to enable secure, efficient, and compliant technical solutions in support of our customers and colleagues. As a valued member of our team, you will help shape strategic technical capabilities, drive business and technology transformation, and contribute to products & services that have enterprise-wide impact. You will work alongside cross-functional Agile PODs to ensure business objectives are translated into high-quality solutions that deliver measurable value.

Requirements

Undergraduate degree or equivalent practical experience.
6+ years of Business Analysis or Business Systems Analysis experience (preferably within Banking, Financial Services, or related industries).
Strong experience performing business analysis, impact assessments, process analysis, and requirements documentation.
Demonstrated experience creating user stories, acceptance criteria, process flows, and business/system requirements.
Experience working in Agile delivery environments (specifically Kanban workflow) supporting backlog refinement, sprint planning, and iterative delivery.
Strong stakeholder management, facilitation, communication, and relationship-building skills.
Experience managing cross-functional dependencies and supporting end-to-end delivery across multiple teams.
Experience with Jira, Confluence, API integration analysis, system interfaces, and requirements traceability.
Proven/demonstrated experience working in a technology-based operations support group focused on incident management and a variety of other operational/technical challenges
Knowledge of API-driven architectures, system integrations, and digital platform modernization initiatives.
Experience collaborating closely with Quality Engineering, Architecture, and Product Management teams.
Familiarity with regulatory, risk, compliance, and governance requirements within financial services.

Nice To Haves

Agile, Scrum, or SAFe certifications
Experience developing & delivering AI-based technical solutions

Responsibilities

Drive technical, business & solution analysis discovery sessions to understand business objectives, customer/colleague needs, regulatory requirements, and operational challenges.
Perform end-to-end impact assessments and identify impacted systems, integrations, data flows, and external dependencies.
Define functional requirements, business rules, process flows, API interactions, and solution scope.
Document clear in-scope and out-of-scope requirements to support successful delivery.
Shape Product Backlogs & Drive Delivery Readiness Partner with Product Owners to decompose initiatives and features into epics, user stories, and acceptance criteria.
Create and maintain user stories applying BDD/Gherkin standards and ensure requirements are clear, complete, and testable.
Facilitate backlog refinement sessions and support story estimation activities.
Maintain end-to-end traceability between business objectives, requirements, stories, dependencies, and delivery outcomes.
Enable Cross-Functional Delivery Collaborate closely with various stakeholders, including Developers, Architects, Quality Engineers and Product Owners
Support defect triage, solution validation, and scope management.
Ensure stories meet Definition of Ready criteria before assignment and Definition of Done validation before closure.
Manage Dependencies & Stakeholder Relationships
Act as a key point of contact for business and technology stakeholders. Identify, track, and manage cross-team dependencies, risks, assumptions, and integration impacts.
Facilitate collaboration across Product, Engineering, Operations, Risk, Compliance, and external partner teams.
Escalate risks and issues proactively to support informed decision-making.
Support Governance & Continuous Improvement
Ensure documentation, Jira artifacts, and governance records remain accurate and current.
Maintain risk, dependency, and issue tracking artifacts.
Identify opportunities to improve delivery practices, requirements quality, documentation standards, and team collaboration.
Contribute to continuous improvement initiatives that enhance predictability, quality, and customer/colleague outcomes.