ITSM Operations Analyst

Join a Challenger

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021. 

Purpose of Job

The ITSM Operations Analyst is responsible for ensuring that IT services and infrastructure of a company meet operational goals. They facilitate, support and report on key ITSM processes to clearly recognize adherence and gaps in relation to documented standards. They will continually collect data to report on trends that can help drive ITIL maturity, reduce risk, and increase predictability.

• Support ITSM practices, evaluate adherence, and report on gaps
• Identify operational requirements and opportunities for improvement
• Gather information by observing workflows, reading reports, conducting employee interviews, etc., and consolidate artifacts required by Audit team
• Determine appropriate methods to analyze operations, relevant information and data
• Ensure IT policies and procedure checks are being met by supporting annual self-assessments
• Recommend new processes and procedures to enhance operations
• Determine the effectiveness of new processes
• Follow company policies and regulations, ensure compliance with regulatory standards
• Review SOPs, policies and business processes to assess performance
• Work closely with Management to achieve outcomes aligned with company goals
• Support activities related to key ITSM functions of Incident, Problem and Change Management
• Follow prescribed change control procedures, making sure all changes are properly documented, approved and communicated from initiation to design to testing to implementation
• ServiceNow dashboards – Maintain and enhance existing as well as new builds
• Support and participate in annual disaster recovery testing exercises, year-end processes as well as periodic review of user privileges, system resource set up, system default set up and other general data issues and take necessary action, which may involve non-business hour work

• 3 or more years of experience in the field of Information Technology
• 1 year or more of participating in IT audits 
• University Degree or College Diploma with relevant experience, preferably in the areas of Information Technology or Commerce/Business Administration
• Good knowledge of ITIL framework and related support processes
• Knowledge of ServiceNow, JIRA and Confluence
• Possess attention to detail along with business acumen fueled by sharp analytical skills 
• Good communication skills, verbal and written are required
• Must be able to work with limited supervision
• Strong multitasking and time management skills
• Good interpersonal skills to work with different teams

• Knowledge and experience with monitoring tools
• Familiarity of Software Development Life Cycle concepts and best practises for the waterfall and agile methodologies
• ITIL V4 Certification 
• Power BI and ServiceNow reports/dashboards
• Agile experience using Kanban

What we offer [For full-time permanent roles]

💰 Competitive discretionary bonus 

✨ Market leading RRSP match program

🩺  Medical, dental, vision, life, and disability benefits

📝  Employee Share Purchase Plan

👶🏽 Maternity/Parental top-up while you care for your little one

🏝 Generous vacation policy and personal days 

🖥  Virtual events to connect with your fellow colleagues

🎓  Annual professional development allowance and a comprehensive Career Development program

💛  A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well. 

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!