ITSM Specialist

12 months contract, Can be extended to 24 months.

Montreal, QC

Hybrid, 3 days onsite

RESPONSIBILITIES

GOVERNANCE & CONTROLS

Significantly contribute to governance and control area for the department (Global Banking, ALM Treasury, Functions).

Ensure that the standard operating procedures are updated and maintained along with their associated controls, and their implementation;

Work on tasks related to Risk and Controls framework development and BAU assessments, Ensure the Bank policies are applied and all teams comply to same

Ensure the department is always audit ready. Be prepared to Represent or assist the representative of the department in all internal and external audits;

Look for avenues of automation and take initiatives to automate processes using python powershell or other tools (ServiceNow, PowerBI, Jira, others)

PROJECT MNGMT. & BUDGETING

Assist in centralizing all incoming projects (Change the Bank) for the platform, and manage deliverables from the team;

If necessary, be hands on and eventually play a Project Manager role for any of the projects

Lead ongoing transformation and continuous process improvement initiatives to improve quality, mitigate operational risk and optimize expense

Assist in the budget preparation exercises for the department, and track invoices and other expenses;

MNGMT. REPORTING

Identify and streamline KPIs and reporting needs. Generate scorecards/ dashboards for management and business reporting

Ensure quick meaningful Metric/periodic report/snapshots generation that ease and drive MGMT decisions

Centralize the reporting structure for governance, controls, projects, reports etc. and ensure its maintainability

Assist in the preparation of management committees – OpCos, governance forums, project committees, etc.

IT CONTINIUITY

Oversee IT continuity exercises for the department and ensure that its recordkeeping is maintained in line with controls

OTHERS

Own, execute and report the Top-Down activities ITP Management instructs to implement through the APS head of GB, ALMT and Functions

Organize and monitor the activity and interaction of the Team aligned with a "client-focused, simple and clear, collaborative and efficient approach”

Oversee and evaluate customer feedback to develop quality improvement processes

EXPERIENCE / SKILLS NEEDED

Experience in Production support role

Good knowledge of ITIL processes and frameworks

Significant experience with processes like incident, change problem and release mgmt.

Experience in gathering data and generating reports/graphs with tools like ServiceNow, PowerBI,

JIRA, python

Hands on with MS Office tools for reporting and presentations

Experience with data warehousing and reporting technologies

Good infrastructure knowledge – Linux, Windows, Cloud computing, replication, architecture

Excellent communication skills, interacting with users, IT and stakeholders

Experience in the banking sector, with an understanding of regulatory obligations is a strong plus

Ability to take initiatives (make proposals and drive them to completion)

Organizational skills (being proactive)