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Technology Service Analyst

BMO Financial Group

This is a Contract position in Toronto, ON posted January 1, 2022.

Address:

4100 Gordon Baker Road

Job Family Group:

Technology

The Technology Service Analyst is accountable to identify and address service issues throughout the bank’s technical systems.   Using advanced analytical skills, produces and assesses data from various sources to proactively identify trends that indicate service improvement opportunities while managing risk.  Exhibiting strong leadership, the Analyst coordinates efforts across multiple COEs to drive forward and resolve problem investigations, and support Specialist led initiatives.

  • Lead Service Improvement Initiatives: Form/Oversee cross functional teams to manage stabilization of services that are experiencing multiple, ongoing, or repetitive issues.

  • Regularly meet with partners. Helpdesks, SDMs, SOC, Problem team, Support and development teams.  

  • Liaise with reporting team and other partners as required to identify and address issues proactively.  Provide leadership and representation for all Escalations, organizational and MIM initiatives and improvements. This includes new processes and tools for future state. 

  • Lead Major Problem investigations and be accountable to own problem investigations through to resolution, as defined by the Problem Management Key Performance Indicators.

  • Identify trends and improvement opportunities.

  • Collaborate with all teams to identify opportunities in terms of people, process, and technology to improve the overall effectiveness of the team.

  • Manages follow up from MIM managed incidents, ensuring successful root cause investigations by Problem Management, with a focus on incidents that have a high risk of reoccurrence.

  • Schedule and lead meetings as required.

  • Reporting: Daily updates, Huddle Reports and input to REO

  • Develop and report on key metrics. Produce Daily, weekly and monthly summary reports for upward consumption & awareness; identify trends and required improvements with assigned owners. (Huddle, REO reports and Monthly MIM reports)

  • Develop an automation strategy and lead initiatives to implement automation enhancements.

  • Back up Technology Service Specialist and Incident Manager as required.

  • Lead the operations management team Daily Huddle meeting when required.

  • Facilitate PIR’s when required.

  • Assume ownership of activities as requested by the TSI Specialist.   Responsible to drive activities forward to resolution.

  • Provides technical expertise and oversight on the production floor, understanding the full process requirements (compliance, equipment, regulatory) in order to best understand and resolve production issues.

  • Manages complexity across business value, technology and interaction models.

  • Recommends and implements solutions based on analysis of issues and implications for the business.

  • Identifies emerging issues and trends to inform decision-making.

  • Conducts independent analysis and assessment to resolve strategic issues.

  • Establishes deep relationships at all levels within IT and business units, to effectively collaborate in business strategy.

  • Monitors and tracks performance and addresses any issues.

  • Breaks down strategic problems, and analyses data and information to provide insights and recommendations.

  • Participates in both internal and external regulatory inspections.

  • Works with other operations personnel to develop and implement the counter-measures necessary to improve production and equipment reliability as well as the compliance posture of the team.

  • Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc.

  • Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.

  • Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.

  • Monitors technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment.

  • Collaborates and engages with the appropriate areas across the bank.

  • Promotes adherence to standards and industry best practices.

  • Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.

  • 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:

  • Possesses a university degree/college diploma in Computer Science or equivalent work experience, and/or 5 to 7 years experience in Banking applications or technical support environment

  • Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.

  • Demonstrates solid knowledge of supported operating systems (Windows, HP UX, SUN Solaris, IBM AIX, Linux)

  • Displays sound knowledge of infrastructure applications and services (Cloud Technologies, Windows Sharepoint/Portal Services, IIS, Databases, MQ Services, Websphere)

  • Contains applied knowledge of ITIL processes including Problem and Change Management, and Configuration and Release Management

  • Working knowledge of ServiceNow

  • Possesses solid communication and interpersonal skills

  • Displays applied problem solving and analytical skills

  • Illustrates sound customer service skills

  • Demonstrates solid teamwork skills

  • Exhibits solid coaching and leadership skills

  • Is self-motivated, goal-oriented, and customer-service oriented

WORKING CONDITIONS

The working environment provides minimal exposure to discomfort or risk to safety. Work hours include normal business hours with on-call and off-hour/weekend support as required.

We’re here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

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