Senior Business Application Analyst(Operations Support)

TD•Toronto, ON

1d•CA$81,600 - CA$115,200•Onsite

About The Position

Lead complex operational support activities for enterprise data platforms and business applications. Manage support intake, issue resolution coordination, access management governance, stakeholder communications, and reporting activities while ensuring adherence to established service standards and operational procedures. Analyze operational trends, develop Power BI reporting and dashboards, identify process improvement opportunities, and support the implementation of automation and AI-enabled solutions to enhance service delivery and operational efficiency. Partner with business and technology stakeholders to resolve issues, improve support processes, and maintain accurate documentation and operational controls.

Requirements

Undergraduate degree or technical certificate.
5+ years of relevant experience.
Experience in support operations.
Experience in stakeholder and customer relationship management.
Experience with incident and problem management and issue-tracking tools such as Jira and ServiceNow.
Strong Power BI reporting and analytics skills, including dashboard development, data visualization, KPI tracking, and translating operational data into actionable business insights.
Experience working directly with data and understanding its underlying usage.
Knowledge of data policy and governance principles.
Ability to communicate effectively in oral and written form and bridge the gap between business users and technical requirements.
A high degree of multitasking and prioritization may be required.
Ability to facilitate detailed discussions and manage multiple customers and lines of business simultaneously.

Nice To Haves

Proficiency with Microsoft Azure is an asset.
Working knowledge of Agile methodologies, including Scrum or Kanban, is an asset.
Knowledge of SQL, Python, and Excel is an asset.
Knowledge of AI tools and capabilities is an asset.

Responsibilities

Provide end-to-end ownership of support requests, including intake, triage, prioritization, stakeholder communication, resolution tracking, and closure.
Leverage Microsoft Azure, Azure AI capabilities, Copilot/AI tools, and related platform capabilities to improve support efficiency, knowledge access, ticket handling, and customer experience.
Power BI dashboard development and support reporting
Support the intake of projects, releases, major initiatives, platform/process updates, outages, and operational communications.
Responsible for day to day operations process management to ensure consistency, and delivery according to established SLA
Document and maintain business-owned artifacts required for projects and major initiatives, aligned to the bank's Project Delivery Life Cycle (PDLC) methodology.
Responsible for working with Technology to establish a partnership and ensure all business requirements and Data Governance requirements are met
Provide support on deployment and change management for initiatives relating to applications owned / managed
Review requirements specifications and technical design documents to provide timely and meaningful feedback
Provide feedback and thoughts on possible solutions to issues/risks arising throughout the life cycle of a project, including adherence to enterprise application / data lifecycle practices
Identify and escalate risks that could impact project timelines or the quality of the deliverables to project manager and business owner, provide options and recommendation
Act as an escalation point for application and operation issues both directly and through internal/external business partners (including external vendors)
May provide project management support to various extents
Act as a decision maker on projects—responsible for getting input from the appropriate SMEs in order to make decisions
Accountable for adhering to the EPMO project management methodology
Ensure adherence to the Data Governance Framework
Ensure adherence to guidelines and regulatory requirements under Privacy, Legal, Compliance, and the Office of the Chief Data Officer
Demonstrated ability to build relationships within the team and with key stakeholders
Continuously enhance knowledge/expertise in own area and keep current with leading-edge technologies trends/developments
Continuously enhance knowledge of business domains and their products/services
Support the development of business cases including benefits identification
Support and/or implement solutions that mitigate risk and maximizes the availability of service, efficiency and effectiveness
Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
Participate in personal performance management and development activities, including cross training within own team
Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
Contribute to a fair, positive and equitable environment that supports a diverse workforce
Act as a brand champion for your business area/function and the bank, both internally and/or externally
Participate in knowledge transfer within the team and other business units, including participation in cross-functional groups or committees