Service Desk Lead

at  BMO Financial Group

100 King Street West Toronto Ontario,M5X 1A1

Prioritizes and supports the work of customer-facing and/or internal platforms. Tracks and maintains platform health scores as well as adoption rate. Manages the stability, accessibility, scalability, security and support innovation of the platform. Coordinates the activities of technology, design, security and marketing, to develop platform strategies, roadmaps, and execution. Manages the relationship with vendors for support, compliance, license tracking and any other needs.

• Builds relationships with and works with stakeholders to understand the platform vision, align and deliver on the roadmap.
• Documents business rules, functional/technical specifications, and process interpretations for assigned applications, process flows, systems, and business solutions.
• Analyzes platform data to drive and implement optimizations.
• Undertakes prioritization of work of a component or group of components that are used by customers/end users.
• Understands the competitive and strategic position of the organization, in order to deliver best-in-industry products.
• Ensures compliance with service and support agreements and standards.
• Manages technical requirements e.g. APIs and other platform components with a focus on security and resilience to protect end-users.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.

QUALIFICATIONS:

Intermediate level of proficiency:

• New product development.
• User interface and user experience (UI/UX) design.
• Cybersecurity and privacy concepts, principles and solutions.
• Learning Agility.
• Creative thinking.
• Emotional agility.
• System design and implementation.
• Application programming interface (API) management.
• Product design.
• Test driven development.
• Devops.
• Data collection and analysis.
• Cloud computing.
• Building and managing relationships.
• Product management.
• Value propositions.
• Continuous improvement management.
• Verbal & written communication skills.
• Analytical and problem solving skills.
• Collaboration & team skills; with a focus on cross-group collaboration.
• Able to manage ambiguity.
• Data driven decision making.
• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Deep knowledge and technical proficiency gained through extensive education and business experience.

Please refer the Job description for details