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About the role
- Senior IT change-management analyst documenting and governing technology operations at TD, a global bank. Managing ServiceNow processes, enterprise change requests, metrics, and documentation.
Responsibilities
- Create, design, update, implement, and manage standards, policies, procedures, processes, and governance for the next-generation change management platform
- Manage relationships with stakeholders and segment leads to execute change management projects, change request orchestration, and BAU activities
- Document high-level and detailed change management practices across the organization
- Independently carry out communications, organizational development, and change leadership assignments and special projects
- Maintain the library of change management documentation, communications, templates, and presentations
- Maintain TD Central, Knowledge Base articles, and monthly newsletters
- Manage process improvements within ServiceNow and support day-to-day BAU operations
- Coordinate technology change requests across all lines of business
- Review ServiceNow change requests for adherence to technology Change Management policies during high-volume periods
- Provide rotating 24/7 on-call support
- Formulate, report, and present analytics, metrics, and KPIs to executives
- Chair or manage enterprise change management meetings
- Evaluate risk and impact associated with submitted changes and investigate incident linkages to determine root cause
Requirements
- Minimum of 6-7 years of direct change management experience
- Strong working knowledge of IT change management methods and procedures
- Strong service management experience and integration with ITIL processes including incident, problem, and asset and configuration management
- Excellent verbal and written communication skills for technical and non-technical audiences
- Experience leading and participating in knowledge transfer related to change management documentation, processes, policies, and procedures
- Understanding of complex technologies in a hybrid environment, including mainframes, distributed systems, software, CMDB, DevOps, virtualization, and Cloud
- Expertise building, managing, and updating a full ITIL-based documentation library, including version control, document retention, reviews, attestations, and auditing
- Knowledge of formulating, reporting, and presenting analytics, metrics, and KPIs to executives
- Extensive industry knowledge and subject-matter expertise in IT Service Management processes and tools, especially change management
- Ability to chair or manage enterprise change management meetings
- Demonstrated leadership experience reviewing change requests for completeness, integrity, and compliance with mandatory process requirements
- Proven experience evaluating risk and impact associated with changes and investigating incident linkages to determine root cause
- Experience driving process and organizational maturity in an IT change management program
- Extensive experience with Microsoft Power Automate, Power BI, VBA, and complex Excel macros
- Working knowledge of ServiceNow or another ITIL-aligned service management tool is an asset
- ITIL v4 Foundations is an asset
- Banking or financial industry experience is an asset
- Data center operations experience is an asset
- Former TD experience is an asset
- Asset and configuration management experience is an asset
Benefits
- Base salary of $81,600 - $115,200 CAD
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development
- Reward and recognition programs
- Regular development conversations
- Training programs
- Online learning platform
- Mentoring programs
- Training and onboarding sessions
- Accessibility accommodations throughout the interview process
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