ITIL Production Support Analyst

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