Sr. IT Ops Analyst - Reporting & Documentation Specialist

Overview 

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.  

Responsibilities include 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. The incumbent should 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. This role will also involve working closely with various employees at all levels of the organization, including senior leaders across multiple LOB's globally.  

Ability to 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.  In addition to the documentation focus, 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. 

Description: 

Must have: 
 
-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 have 
 
-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