OVERVIEW

We are looking for someone with diverse skills and some background in this space 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 involve working closely with various employees at all levels of the organization, including TS teams and senior leaders across multiple LOB’s globally. 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. This role will involve 24/7 on-call (rotating) support.

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate
• 5-7 years relevant experience with IT change management / enablement 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 RCAExperience driving process and organizational maturity in an IT change management program

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.

Please refer the Job description for details