IT Build Analyst II

Work Location:

Hours:

Line of Business:

Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Role Purpose

Provide endtoend technical support for enterprise technology and specialized assistance for colleagues who use assistive technologies and ergonomic solutions. Ensure these solutions are properly installed configured tested documented and supported so colleagues with disabilities can fully and effectively perform their roles.

Key Accountabilities

Customer

• Provide specialized build/support (research installation configuration provisioning administration) for systems and applications meeting service levels and minimizing operational risk.
• Install configure license and maintain assistive technology (AT) software and devices (e.g. JAWS ZoomText/Fusion NVDA Dragon NaturallySpeaking; screen magnifiers; alternative/ergonomic keyboards/pointing devices; speech-to-text; switch access).
• Diagnose and resolve AT/application compatibility issues; develop lightweight scripts macros and custom settings (e.g. JAWS scripting Dragon custom commands) to streamline workflows and reduce repetitive tasks.
• Author accessible rolespecific howto guides and job aids (accessible Word/PDF) ensuring colleagues can complete required tasks with their AT.
• Partner with stakeholders to plan packaging and release of new applications; validate ATcritical workflows during OS/browser/app changes to prevent regressions.
• Maintain accurate case notes and technical documentation; communicate status options and escalations promptly to meet project objectives.
• Interact with clients (endusers people managers vendor managers) to deliver clear empathetic highquality service aligned to business objectives.
• Participate in initiatives to evolve base infrastructure deploy new technologies and optimize the operational environment for AT reliability and performance.
• Schedule changes in accordance with approved change management procedures; ensure proper testing stakeholder signoff monitoring and minimal business impact.

Shareholder

• Monitor system lifecycles and confirm functionality supports business objectives and architecture decisions; redevelop or adjust as required to maintain AT compatibility.
• Track environment performance using meaningful metrics; identify optimization opportunities to improve AT reliability and resource utilization.
• Apply effective change management discipline; adhere to technology delivery practices/standards and risk/capacity guidelines.
• Support secure computing facilities and technical architecture in line with Disaster Recovery and Business Recovery plans including AT considerations.
• Contribute to accessibility compliance efforts (WCAG 2.2 AODA Accessible Canada Act TD internal accessibility requirements) including evidence capture and rating upkeep.
• Maintain AT and accessibility KPIs (e.g. timetoaccommodation AT incident MTTR % critical workflows verified postrelease).
• Perform/assist with testing per plans (keyboard-only screen reader checks accessible documents); report results and collaborate on remediation.

Employee / Team

• Work effectively as part of a team; jump in to resolve critical service issues and share context promptly.
• Prioritize and manage workload to deliver quality outcomes on time; maintain clear accessible documentation.
• Promote a positive environment of service quality innovation and teamwork; communicate issues and insights in plain language.
• Lead or contribute to knowledge transfer (microtrainings for service desk/field techs internal KB articles AT tips and playbooks).
• Identify and recommend opportunities to enhance productivity effectiveness and operational efficiency for AT users and support teams.

Breadth & Depth

• Install configure upgrade and administer business applications/systems of moderate to high complexity in coordination with stakeholders accounting for AT needs.
• Operate under minimal supervision; act as a reference for team members and clients on AT topics and accessible configuration patterns.
• Develop scripts and macros using appropriate tools to close AT/app gaps simplify workflows and enhance task efficiency.
• Perform rigorous problem determination including reproducible AT test cases (AT app version settings) workarounds and escalation of systemic defects.
• Generally reports to a Manager or Senior Manager.

Experience & Education

• Undergraduate degree or Technical Certificate.

• 35 years of relevant technology support experience.

• Handson installation/configuration/troubleshooting experience with assistive technologies (JAWS ZoomText/Fusion NVDA Dragon etc.) and ergonomic devices.
• Familiarity with accessibility standards and policies (WCAG 2.2 AODA Accessible Canada Act; interpreting VPAT/ACR).
• Knowledge of scripting/automation skills for task efficiency (e.g. JAWS scripts Dragon macros); comfort collaborating with vendors on accessibility.
• Excellent written and verbal communication; empathetic usercentered support mindset.

Who We Are:

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we deliver legendary customer experiences to over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to the Bank those we serve and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers communities and colleagues.

TD is deeply committed to being a leader in customer experience that is why we believe that all colleagues no matter where they work are customer facing. As we build our business and deliver on our strategy we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs were here to support you towards your goals. As an organization we keep growing and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial physical and mental well-being goals. Total Rewards at TD includes a base salary variable compensation and several other key plans such as health and well-being benefits savings and retirement programs paid time off banking benefits and discounts career development and reward and recognition programs. Learn more

Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations requirements.

Colleague Development
If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process
Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if youd like accommodations (including accessible meeting rooms captioning for virtual interviews etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):