IT Problem Analyst

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About the Job

Our client has a requirement for IT Problem Analyst for a 3 months contract opportunity.  The positions are located in Toronto.

What makes this special

Our client is one of the largest banks in North America, with exponential growth and millions of customers and clients who are served through various businesses: Canadian Personal and Commercial Banking, Wealth Management, U.S. Personal and Commercial Banking, and Wholesale Banking. Being part of this company is being part of a better Canadian service.

Requirements or Qualifications

The Problem Analyst will coordinate activities around root cause analysis by pulling in subject matter experts and ensuring all stakeholders are engaged and properly communicated to. This role requires strong leadership and negotiation skills, as well as, strong written and oral communication skills. The incumbent will have working knowledge of the ITIL framework and familiarity with CA Service Desk or another known Service Management tool. The selected candidate must demonstrate ability to translate technical details into strong executive summaries and reports.

Multi-tasking is a key part of the job and a sense of urgency and customer focus is required to be successful in this environment. This is an exciting opportunity for an ambitious, self-starter to join a fast-paced, dynamic environment offering a variety of career opportunities.

Role Summary
As a member of the Problem Management team, you will spend time dealing with problems and raised requests, working with Problem Owners on root cause analysis of Incidents, why they have occurred and what to do to resolve them permanently. This is not a technical role, but little technical experience will help. 

Duties included, but are not limited to:

• Acting as chair, and participating in daily operational review meetings 
• Recording and tracking problems and reviewing supplier incidents
• Facilitating root cause analysis reviews 
• Participate in Incident management activities by interacting with internal teams, client areas and external service providers to quickly troubleshoot Incidents and Problems 
• Working with Problem Owners, prepare Executive grade Root Cause Analysis reports 
• Daily follow-up on action items related to open Problem records 
• Weekly and monthly Problem Management Reporting 
• Compile and analyze metrics for incidents and problems 

Requirements

• Experience in IT Problem Management is a must 
• Excellent verbal and written communication skills to both technical and non-technical audiences coupled with an ability to communicate with all levels of management 
•  Ability to remain calm under pressure and to provide clear direction to people during times of crisis negotiator and influencer who will get people moving quickly in the same direction; Works effectively to influence those not directly within own span of control. 
• Understanding of the inter-relationship of all technologies employed in a distributed environment 
• Effective analytical skills with attention to detail 
• Strong technical aptitude and knowledge of the services provided by IT
• ITIL v3 Foundations certification
• Working knowledge of ITIL based tool  

Must Have 

• ITIL certification 
• Problem Management experience
• Excellent written skills 

Nice to have 

• Working knowledge of Incident and Change Management processes

Key Words: ITIL, Problem Analyst, Change Management

How to Apply

Online:To apply for this and other suitable exciting opportunities with Zylog Systems (Canada) Ltd., you can register and apply online at www.ZylogCanada.com