Technical Analyst

Location: Toronto, ON

Onsite Flexibility: Hybrid - 2–4 days per week onsite

• Position Type: Contract
• Contract Duration: 12 months (extension possible; conversion to permanent possible)
• Pay Rate: C$35.00–C$40.00 / Hour (CAD)
• Shift / Schedule: Change Implementation Monitoring shifts will rotate between 7AM–3PM and 11AM–7PM - must be flexible and able to adjust schedule. Shift could also be 9AM–5PM depending on where they are needed and placed. Attendance at the weekly Wednesday 9AM–9:45AM meetings required in addition to regular shifts.
• Travel Requirements: Between sites

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.

• Coordination and execution of the Change Management process on a daily basis, providing both process and client support.
• Serve as a subject matter expert on IT Service Management Change Management process and tool.
• Chair / manage various Technology Change Management related meetings.
• Review submitted Change requests for completeness, integrity and compliance with process requirements; evaluate risk and impact associated with submitted Changes.
• Work with the team to define, document, enforce, and support ITSM policies, processes, and procedures including making recommendations for improvements. Facilitate scheduled and adhoc process training with stakeholders.
• Updates and presents key performance metrics for the Enterprise Change Management process as well as adhoc requests for the various business units and support teams.
• Drive process and organizational maturity as it pertains to IT Service resolution activities Management and ITIL.
• Facilitation of collision mitigation and conflict.
• Facilitation of the Change Post Implementation Review (CPIR) process to document and track plans to improve change success.
• Operational and relational integration with other IT processes and teams (Incident, Problem, Configuration).

• IT Technical Support experience
• ServiceNow
• MS Office
• ITIL V (knowledge and application)
• Experience reviewing technical documentation
• Asset management experience
• Enterprise Operations environment experience
• Knowledge of IT change management and ITIL methods and procedures
• Strong communication skills
• Strong interpersonal skills

• Financial institution (FI) experience

• Post-secondary education required
• ITILv4 certification required
• ITILv5 - nice to have

• 5 years of experience in an IT process management role
• Operational IT background with experience in IT process management (change enablement), reviewing change records, change post implementation reviews, and emergency changes

• Interview process: possibly two rounds; both may be in person - 30-minute panel interview format.
• Hybrid working arrangement - onsite work requirement 2–4 times per week. Required to be onsite at the Scarborough Operating Centre or Creekside Mississauga during team meetings. Location confirmed at least 3 weeks prior.
• Contractor may have possible access to customer data.

This client is one of North America's largest financial institutions - the sixth-largest bank on the continent by branches - serving approximately 22 million customers across Canada, the United States, Europe, and the Asia-Pacific region. Headquartered in Toronto, Ontario, the organization operates a full-service financial platform spanning personal and commercial banking, wealth management, insurance, and payment solutions, delivered through a team of over 85,000 employees worldwide. Teams here include retail banking advisors, commercial lenders, wealth management professionals, risk analysts, and technology specialists who collaborate across a globally respected institution recognized for its sustained commitment to inclusion, diversity, and employee development.

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-14999 Industry: Data & Analytics