Innovation and Continuous Improvement Specialist

Address:

This role will focus on researching and innovating the various tools that both the helpdesk agents and governance team members use so that we reduce or eliminate manual work effort.

The focus for this role is:
1. Research on the AI capabilities available in both ServiceNow and AWS that can improve helpdesk agent productivity and run pilots /projects to deliver the outcomes. Immediate focus will be on ServiceNow AI with the SN Chat and AWS AI with AWS Voice bot omni-channel experience from chat to voice ( vice-versa).
2. Automate manual processes that we have today in our governance processes with PowerAutomate and PowerApps.
3. Act as the ITSM Analyst supporting the work required for this team being an owner of the Interaction module in ServiceNow.

This role aligns with our vision of enabling seamless digital support experience across all our channels and plays a critical role to innovate with our vendors R&D arm. Individual will need to carry out tasks and projects independently with minimal guidance.

Broader work or accountabilities may be assigned as needed.

Monitors restores service changes supports and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure applications (online and offline) and security while meeting service level agreements. Provides the Help/Service Desk support as well as coordinates and facilitates Incident Management deploys changes to the production environment and engages 3rd party providers contracted to the Bank during an incident. Provides immediate response to production program or system problems. Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications. Deploys implements provisions applications and infrastructure per deployment plans and infrastructure build guides.

• Works with development teams to build solutions that use enterprise monitoring/logging are self-healing and require minimal to zero maintenance.
• Possesses strong technical and/or business functional knowledge of systems timing and dependencies.
• Conducts independent analysis and assessment to resolve strategic issues.
• Monitors and tracks performance and addresses any issues.
• Breaks down strategic problems and analyses data and information to provide insights and recommendations.
• Leads/Conducts incident recovery and detailed root case analysis.
• Deploys manual code to production environment.
• Facilitates or completes analysis design and configuration of viable solutions to highly complex technology problems that would improve data center and support activities.
• 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.
• Supports deployment activities managing implementation issues to resolution.
• Provides initial triage investigation and ensures fast turnaround times on issue/incident resolution.
• Monitors technical infrastructure applications and/or business transactions through automated systems and instrumentation across the environment.
• Provides inbound call assistance to end-users for application technical and IMACD needs leveraging the knowledge base and/or run books available.
• Collaborates and engages with the appropriate areas across the bank.
• Develops or helps to develop the knowledge assets required for the operation.
• Promotes adherence to standards and industry best practices.
• Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.
• Identifies opportunities to strengthen the operational capability such as: sharing expertise to promote technical development mentoring employees building communities of practice and networks across technology.
• 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.
• Exercises judgment to identify diagnose and solve problems within given rules.
• Works independently on a range of complex tasks which may include unique situations.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• Typically 2-4 years of work experience in IT or business environment and/or B.S./B.A. in computer science engineering information systems math or business.
• 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.
• Knowledge of support and operations practice concepts and technology obtained through formal training and/or work experience.
• Technical and/or business functional knowledge of systems tools timing and dependencies.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

The above represents BMO Financial Groups pay range and type.

Salaries will vary based on factors such as location skills experience education and qualifications for the role and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles the salary listed above represents BMO Financial Groups expected target for the first year in this position.

BMO Financial Groups total compensation package will vary based on the pay type of the position and may include performance-based incentives discretionary bonuses as well as other perks and rewards. BMO also offers health insurance tuition reimbursement accident and life insurance and retirement savings plans. To view more details of our benefits please visit: Us

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. Well 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 well help you gain valuable experience and broaden your skillset.

To find out more visit us at is committed to an inclusive equitable and accessible workplace. By learning from each others 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.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO directly or indirectly will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid written and fully executed agency agreement contract for service to submit resumes.