Sr. IT Support Analyst (ServiceNow Super User)

Job title: Sr. IT Support Analyst (ServiceNow Super User)

Job description: TD Description

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Department Overview

Building a World-Class, Diverse and Inclusive Technology Team at TD
We can’t afford to be boring. Neither can you. The scale and scope of what TD does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. TD’s technology and business teams become more intertwined as new opportunities present themselves. This new era in banking does not equal boring. Not at TD, anyway.
TD Release Management and Governance supports multiple Lines of Businesses. These experts interact closely with those within the Incident, Problem and Change space as well as a growing mandate for Lower Environment support and Data Integrity. With a heightened focus on developing, implementing standard support models and processes using industry best practices.

Job Requirements

What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:

• Undergraduate Degree or Technical Certificate.
• Must have 3+ years of experience in ServiceNow (up to at least Paris build).
• 3+ years of experience with SQL, Tableau, SAS, Python, Excel and PowerPoint.
• Excellent communication (written, oral and presentation) skills with the ability to understand complex information and summarize in a clear, concise fashion.
• Strong people person; must have the ability to work effectively in a rapidly changing environment.
• Establish an environment that promotes respect for individual employees and adheres to the policies and guidelines of the Bank.
• Service oriented – must demonstrate a strong sense of client impact.
• Strong negotiation, analytical and influencing skills.
• Understanding of ITIL and ITSM.

Additional Information:
Join in on what others in TD Technology Solutions are doing:

• Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.
• Learn voraciously, stretch your thinking, share your knowledge and educate others.
• Communicate and collaborate with both technical and non-technical professionals.
• Cultivate winning relationships by building trust with business and technology partners.
• Share our commitment to productivity, effectiveness and operational efficiency.

Hours

37.5

Job Description

About This Role
The successful candidate will be part of a management team that provides dynamic, ongoing support, leadership to teams of individuals who provide application support of various responsibilities with regards to an ever expanding suite of applications. We require a dedicated resource to build and maintain ServiceNow dashboards and has a strong understanding of Incident, Problem and Change Management. The resource will be responsible for building and maintaining operational support dashboards as well as be responsible for ensuring we execute the governance model that has been put in place to support TS.
Specific ServiceNow accountabilities will require creating, automating and supporting meaningful governance dashboards within the tool that can drive the mandate. The ideal candidate would have experience with ServiceNow Super User permissions, HTML/Java scripting, building Performance Analytics reports and possesses an expert understanding of the functionality and limitations within the tool. As a valuable member to the team, this candidate will be responsible with not only building and maintaining reports and dashboards, but will also be responsible for automating and executing against the various dashboards. We are currently maintaining roughly 40 multi-tab dashboards across multiple LOBs that we want to centralize, standardize and align to an Enterprise standard.
Here’s some of what you may be asked to perform but limited to:

• Produce specialized reporting packages, dashboards and scorecards
• An understanding of enterprise technology processes and procedures. (Incident, Problem and Change processes)
• Craft complex and comprehensive reporting packages and dashboards
• Validate the quality and integrity of the data included in all reporting
• Work with our partners to understand objectives and develop valuable reporting and provide ad-hoc data extracts
• Build awareness on how to interpret the data & analytics to drive decision-making that will propel the Enterprise forward
• Ability to multi-task and to effectively handle multiple demands and competing priorities

• Automate weekly and monthly reports

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Additional Information

Join in on what others in TD Technology Solutions are doing:

• Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.
• Learn voraciously, stretch your thinking,

Business Line

Corporate

Job Category – Primary

Technology Solutions

Job Category(s)

Technology Solutions

Job Family

IT Application Support

Time Type

Full Time

Employment Type

Regular

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