Hybrid IT Support Analyst IV

at TD

• Job title: IT Support Analyst IV
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$66,200 - CA$93,500 per year
• Degree requirement: Bachelor's Degree
• Tech skills: ServiceNow
• Location requirements: Hybrid, Regina, Canada

About the role

• IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.

Responsibilities

• Triage technology issues impacting the North American Contact Center lines of business
• Manage technology interruptions, oversee issue escalation and resolution
• Assess the issue and impacts to determine if customer messaging is required and action appropriately
• Engage appropriate technology, digital and other support partners
• Effective and clear communication of issue, including technology status updates, real time metrics and action plan
• Identify improvement opportunities observed via Incidents and follow through to resolution
• Track incidents and impacts for reporting and trend analysis
• Manage emergency IVR/call flow messages and DRP when required
• On call support 24 hours, 7 days a week on a rotational basis
• Other duties as assigned

Requirements

• Undergraduate degree or Technical Certificate
• 3-5 years relevant experience
• Excellent communication skills (written and verbal)
• Ability to multi-task in a high-pressure environment
• Enjoy working as part of a team
• Strong analytical and organizational skills to manage multiple deadlines and priorities
• Advanced Microsoft Excel and PowerPoint skills
• Knowledge of ServiceNow, SharePoint, JIRA, CUIC, VIM applications is an asset
• Knowledge of Contact Centers and their technology platforms is an asset
• Candidates with a combination of business and technology experience are preferred

Benefits

• Health and well-being benefits
• Savings and retirement programs
• Paid time off
• Banking benefits and discounts
• Career development
• Reward and recognition programs