Sr. IT Support Analyst

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$81,600 - $115,200 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Job Description:

Department Overview

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.

Job Accountabilities - What You'll Do

As a Sr. IT Support Analyst, you will be a key member of Technology-based Operations Support group supporting Agile Product Delivery teams, serving as the bridge between business stakeholders and our technology teams. You will lead requirements analysis, solution definition, backlog readiness, dependency management, and delivery support activities to ensure successful outcomes across the product lifecycle. This role also encompasses intake management, analysis, documentation, backlog management, delivery support, governance, and stakeholder collaboration.

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.

Where You'll Work

You’ll be expected to work Primarily onsite at a TD location for meetings, team events and experiences. The hiring manager will provide more information about how this works for their team.

Job Requirements - What You Need to Succeed

We're proud to work with a diverse team of colleagues. If you have relevant experience that aren't specifically listed below, we'd still like to hear from you.

Required

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.

Preferred

Agile, Scrum, or SAFe certifications

Experience developing & delivering AI-based technical solutions

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process 
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet