Job Title :- ITIL Production Support Analyst
Duration:12 month(s) contract with possibility of extension
Location: Montreal,QC (Hybrid)
ITIL Certifications Must Have
Direct Responsibilities
• Ensure Incidents, Changes and Problems are managed efficiently, economically and effectively by following
• procedures and processes currently in place.
• Lead Major Incident calls with senior business stakeholders to provide incident resolution updates and collect
• business impact.
• Produce hourly business-oriented written communications to provide updates on ongoing Major Incidents.
• Hold process awareness sessions to increase the team's visibility and position within the organization.
• Produce business-oriented post resolution reports for Major Incidents.
• Schedule, chair and minute Change Advisory Board (CAB) meetings.
• Review and maintain process documentation.
• Challenge stakeholders on process non-compliance and perform the necessary corrective actions.
• Produce and distribute meeting minutes.
• Review Change Request tickets for process compliance.
• Produce periodic and ad-hoc reports on process KPIs, key achievements and next steps.
• Provide the required evidence for audit requirements and participate in audit meetings.
• Power BI proficiency & report creation based on the Client requirement
• Service now reporting.
Technical & Behavioral Competencies
• Solid and demonstrable experience within the ITSM discipline, preferably within the financial industry.
• Power BI proficiency & report creation based on the Client requirement
• Service now reporting proficiency
• 5+ years experience in at least 80% of the Main Responsibilities bullets listed above.
• Essential: 5+ years experience hosting Major Incidents calls with technical and business stakeholders.
• Clear aptitude for service delivery excellence and producing quality results.
• Oriented to serve Business as our ultimate customer.
• Ability to adapt and remain calm under pressure.
• Strong decision-making abilities.
• Excellent proven communication skills, written and verbal.
• Focused on innovation and continuous improvement.
• A quick learner.
• An excellent team player.
Qualifications required for the role:
Essential:
• ITIL Foundation certification mandatory.
• ITIL intermediate certification highly desirable.
• Deep knowledge and long experience on the ITSM processes in scope.
Desirable:
• ITIL Expert is preferred.
• Experience with ServiceNow is a strong plus.
• Experience in working for a financial institution.
• Knowledge of a wide range of ITSM processes.
Specific Qualifications (if required)
• Strong communication skills (written and verbal)
• Good organizational skills
• Basic office software literacy (Microsoft Office, etc.)
• Professional attitude and good interpersonal behavior
• Autonomy and adaptability; must be able to take initiative and be proactive
• Global financial products knowledge, a plus
• Project management skills, a plus
• Power BI