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Senior Problem and Incident Analyst At BMO Financial Group

Location: Toronto, Ontario

Job Description

This is a permanent, full time role located at 4100 Gordon Baker Rd. (Scarborough). The Incident and Problem Analyst will actively support and facilitate the use of Personal and Commercial (P&C) Incident and Problem Management processes and procedures. The incumbent will liaison with all internal IT teams, vendors, business representatives and LOB management, coordinating the rapid recovery of incidents in a 24 by 7 environment. The incumbent will coordinate the communication of planned infrastructure outages as well as unplanned major infrastructure problems; ensuring affected users and management receive updates and resolution notifications. The candidate will help facilitate the use of the ITIL framework and actively contribute to and participate in problem identification and severity assessment as well as the overall Incident and Problem resolution, including leading Root Cause Analysis Investigations.

When service (application, hardware/ software) is broken, we fix it. The team finds out how to mitigate it from happening again. Everything from managing change, resolution of incidents, process management and reporting. Integrate core services in managed portfolios into one.

RESPONSIBILITIES INCLUDE

  • Manage coordination of incidents and problems using Remedy system.
  • Manage communication process during major incidents
  • Work with process owners to develop continuous improvement strategies
  • Work closely with other BMO departments, users, clients and vendors to ensure successful resolution of incidents and problems, and the achievement of customer satisfaction within organizational resources and values
  • Chairing Weekly Outage Review Meetings.
  • Ensure quality, completeness of Major Incident review reports and follow through on CIR action items
  • Ensure the relation of incidents to problems and follow up with owners of problem tickets to ensure resolution within appropriate timeframes

Qualifications

Requirements:

• ITIL V3 Foundations or more certifications.
• 3 to 5 years of experience with problem management or problem analysis in a similar capacity
• Understanding of ITIL framework – (service design/ service position/ service operation/ and continuation service)
• Remedy and Service NOW experience
• Proficient with MS Office Suite

Nice to Have:
• SAP Business Objects/Omni View experience
• 3 to 5 years of Service operations experience
• Experience with Spot fire and Tableau

Soft Skills:
• Energetic
• Ability to work independently
• Outgoing
• Excellent written and verbal communication

Education and Certs:
• ITIL V3 Foundations or more certifications.
• Post-Secondary education or equivalent experience preferred
• Banking or Financial Institution experience

We’re here to help

At BMO we have a shared purpose; we put the customer at the centre of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.

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. We’ll 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, we’ll help you gain valuable experience, and broaden your skillset.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s 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.

Job

Information Technology

Primary Location

Canada-Ontario-Toronto

Organisation

Technology-X000068

Schedule

full-time

Job Posting

11/17/18

Unposting Date

Ongoing