Sr. IT Ops Analyst - Reporting & Documentation Specialist

TD•Mississauga, ON

2d•CA$81,600 - CA$115,200•Onsite

About The Position

Technology Change Management governs the processes, policies, procedures, tools, and technology associated to enterprise IT Change Records on behalf of TD Service and infrastructure teams throughout the entire change lifecycle. Working together with the Change Coordinators, we provide guidance in making sure these Changes are planned carefully and take into consideration impact to our customers and TD resources, resulting in improved availability and higher Change success rates. This is an exciting opportunity for an ambitious, self-starter to join a fast-paced, dynamic environment offering a variety of career opportunities. This role requires strong organizational skills, strong technical writing and documentation skills, oral communication and presentation skills, and strong attention to detail. Multi-tasking is a key part of the job and having a sense of urgency and strong customer skills are required to be successful in this environment. The incumbent will have deep knowledge and understanding of the ITIL framework, and familiarity with an ITIL aligned tool, preferably ServiceNow.

Requirements

Minimum of 6-7 years of direct change management experience
Strong working knowledge of IT change management methods and procedures
Strong service management experience, operational, and relational integration with other ITIL processes and disciplines such as incident, problem, and asset & configuration
Excellent verbal and written communication skills for interaction with technical and non-technical audiences
Experience leading and participating in the knowledge transfer of information with peers and management related to change management documentation, processes, policies and procedures
Understanding of the inter-relationship of complex technologies related to IT change management in a hybrid environment inclusive of mainframes, distributed systems, software, CMDB, DevOps, virtualization, and Cloud
Expertise in building, managing, and updating a full ITIL based documentation library, inclusive of version control, sound document retention policies, regular reviews, attestations, and auditing
Knowledge formulating, reporting and presenting analytics, metrics and KPI’s to executives including ad-hoc requests for various internal business units and support teams
Extensive industry knowledge and subject matter expert experience IT Service Management processes and tools, especially change management
Ability to chair / manage various enterprise change management meetings
Demonstrated leadership experience and proven success in reviewing submitted change requests for completeness, integrity and compliance against mandatory process requirements
Proven experience evaluating risk and impact associated with submitted changes and investigating linkages between incidents to determine RCA
Experience driving process and organizational maturity in an IT change management program.
Extensive experience with Microsoft products such as Power Automate, PowerBI, VBA and creating complex macros in Excel.

Nice To Haves

Working knowledge of ServiceNow or another ITIL aligned Service Management tool is an asset
ITIL v4 Foundations is an asset
Banking/Financial Industry experience
Data center operations experience
Former TD experience
Asset and configuration management experience

Responsibilities

Modification and maintenance of curriculum for our next generation change management platform to create, design, update, implement, and manage all standards, policies, procedures, processes, and enforce governance within this functional service area.
Proactively manage relationships with key stakeholders and segment leads to ensure the successful execution of critical change management projects, change request orchestration, and BAU activities leveraging effective change management tools and methodologies.
Working closely with various employees at all levels of the organization, including senior leaders across multiple LOB's globally.
Drive the strategy to document change management high level and detailed documentation within the organization to institutionalize change management practices.
Carry out assignments and special projects independently, drawing upon skills, knowledge, and expertise related to communications, organizational development, and change leadership initiatives.
Maintain the library of change management documentation, communications, templates, and presentations for the organization to leverage. This includes maintenance of TD Central, Knowledge Base articles and monthly newsletters.
Manage process improvements within the enterprise ITSM tool (ServiceNow) and assist to drive day-to-day BAU operations.
Coordinate technology change requests across all lines of business within the organization.
Reviewing Service Now change request for adherence to the technology Change Management policies will be required during high volume periods.
This role will involve 24/7 on-call (rotating) support.