IT Support Specialist

Work Location:

Hours:

Line of Business:

Pay Details:

We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

KEY ACCOUNTABILITIES CUSTOMER

• Develop and implement standard support model and processes by using industry best practices
• Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
• Act as an expert resource providing insight and recommendations based on industry practices and emerging technology trends within application support field with a governance view
• Participate with a governance view as the team identify, recommend, source, negotiate and implement improvements/solutions (buy/build/reuse) to enhance customer experience, availability, and/or reduce cost in support of client needs
• Influence product direction, foresee issues and gaps, identify solutions, and work comfortably with leading edge products that are untested/ unproven in the market
• May help test, debug, and performance analyze and document environment components
• Work with Architects to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements of the project
• Collaborate with business leaders, IT professionals, vendors / outsourced partners to assess viability/priority of projects/initiatives and ensure issues are clearly communicated
• Lead / contribute to the project management processes conduct pre and post implementation reviews
• Integrate technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless delivery
• Ensure appropriate security levels are established and maintained for processes, information exchange and system implementations
• Interface with audit, to ensure all artifacts are in order.
• Drive and manage controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resource)
• Work in strategic partnership with development and delivery teams to continually identify and create opportunities to increase application stability of production environment

SHAREHOLDER

• Review, define, enforce and influence standards and appropriate quality measures/metrics
• Ensure systems and operational availability meets or exceeds negotiated service levels, and report results as required
• Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
• Assist in the development/maintenance of comprehensive processes for prevention of issues and participate in problem determination and timely resolution of incidents
• Continuously enhance knowledge/expertise in own area and keep current with emerging industry trends, new technologies and best practices in the external market that can contribute to delivering effective client solutions
• Develop/maintain expertise of system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutions
• Identify opportunities to minimize cost, provide recommendations and/or deliver corresponding strategic solutions to support cost effectiveness
• May develop and/or contribute to negotiations of third party contracts/agreements

EMPLOYEE / TEAM

• Work effectively as a team, supporting other members of the team in resolving critical service issues
• Prioritize and manage own workload in order to deliver quality results and meet timelines
• Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
• Participate in knowledge transfer within the team and business units
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

BREADTH & DEPTH

• Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support / solutions
• Works independently and/or autonomously as a senior/ lead on a diverse range of tasks / operational support of solutions and is relied upon to coach/ educate others
• Assignments are highly complex and multifaceted
• Acts as a key resource in the exchange of technical / Governance information for project teams, the business and/or outside vendors
• Generally reports to a Senior Manager or Executive
• Must be flexible and thrive in an environment of rapid change.

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate (CISSP) preferred.
• Graduate degree, preferred.
• 7+ years relevant experience
• NIST Cyber Security Framework (CSF), ITIL, Cloud
• Prior audit experience an asset
• Advanced knowledge of the business and technology standards
• Previous experience in Fraud Technology an asset
• Demonstrated ability to assess priorities quickly and adapt as needed.
• ServiceNow inventory and process automation experience
• Technical network infrastructure build, engineering or architecture experience an asset.

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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

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.

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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
 

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!

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