Technical Support

Location: Scarborough ON

Onsite Flexibility: Hybrid 24 days onsite per week

• Position Type: Contract
• Contract Duration: 1 year (extension possible; conversion to permanent possible)
• Pay Rate: C$35.00C$42.00 / Hour (CAD)
• Shift / Schedule: Shifts rotate between 7:00 AM3:00 PM and 11:00 AM7:00 PM; shift may also be 9:00 AM5:00 PM depending on placement. Must be flexible and able to adjust schedule. Attendance at the weekly Wednesday 9:00 AM9:45 AM meetings is required in addition to regular shifts.
• Travel Requirements: Travel between sites required (Toronto 320 Front St location Scarborough Operating Centre and Creekside Mississauga). Employees need the ability to access all three locations. The entire team meets at the Toronto/320 location approximately once per month.

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 LOBs 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 ad hoc process training with stakeholders
• Update and present key performance metrics for the Enterprise Change Management process as well as ad hoc requests for the various business units and support teams
• Drive process and organizational maturity as it pertains to IT Service Management resolution activities 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)
• Review and monitor ServiceNow change records across the organization
• Assess emergency changes changes already in progress requiring extensions deviations from approved change plans and changes requiring after-hours or early-morning approvals
• Verify that change records are properly documented and follow the required workflow
• Review changes involving infrastructure applications cloud patching and configuration items/assets
• Obtain additional executive approvals for emergency or high-impact changes by communicating directly with IT executives
• Identify missing requirements/documentation in change records
• Explain to executives why a change should or should not be supported
• Prepare executive-level reports/summaries of multiple change records for senior stakeholders/partners

• IT Technical Support experience
• ServiceNow experience
• Strong MS Office skills
• ITIL knowledge and methods and procedures (ITIL knowledge is mandatory)
• 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
• Strong ability to communicate technical changes in executive/business language
• Strong organizational skills strong technical writing and documentation skills oral communication and presentation skills and strong attention to detail
• Multi-tasking ability with a sense of urgency and strong customer skills
• Experience with change enablement/change management

• Financial institution (FI) / banking experience or experience in other regulated financial environments
• ITIL v4 certification (or newer version if applicable); candidates without the certification may still be considered if they have completed the ITIL course and have extensive relevant experience with certification in progress clearly indicated on the resume

• Post-secondary education required
• ITILv4 certification required; ITILv5 would be a nice to have

• 5 years of experience in an IT process management role
• 5 years of IT Technical Support experience
• 5 years of asset management experience
• 5 years of Enterprise Operations environment experience
• 5 years of ServiceNow experience
• Minimum 1 year of ITIL v4 experience
• Operational IT background with IT process management (change enablement) review of change records change post-implementation reviews and emergency changes

• Banking or financial institution experience

• Medical Vision and Dental Insurance Plans
• 401k Retirement Fund

• Interview process: possibly 2 rounds; both may be in-person 30-minute panel interview
• Hybrid working arrangement with onsite requirement 24 times per week; required to be onsite at the Toronto (320 Front Street 4th floor) Scarborough Operating Centre or Creekside Mississauga during team meetings. Location to be confirmed at least 3 weeks prior.

This client is a leading financial services and banking institution operating across Canada and globally with a team of 16 or more Change Leads dedicated to technology change management. The organization employs IT analysts change managers ServiceNow specialists infrastructure engineers and enterprise operations professionals who collaborate across multiple lines of business and support fast-paced BAU-driven environments at scale.

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: 26-13099 Industry: Information Technology

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