IT Support Analyst IV

Deployment Lead And Salesforce Production Support

Work Location: Toronto, Ontario, Canada

Hours: 37.5

Line of Business: Technology Solutions

Pay Details: $69,700 - $98,400 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

We are looking for a Deployment Lead and Salesforce production support to join the TD Wealth Release Management team. The role will have dual focus:

Enable future product/service development, scalability, and innovation. As the Deployment Lead, you will partner with technology and business teams, as well as vendor to create and manage the end-to-end scope for project deployments in the Pat and Prod environments. The ideal candidate will focus on efficiency and reliability whilst supporting delivery teams in meeting their objectives and timelines. You will also be responsible for the change process to ensure that you are adhering to enterprise and industry standards at TD. We hope you'll be inspired both by the work we do and the people who make it all happen. Provide a broad range of systems and application support, research and analysis, administration, performance availability monitoring and management. Provide hands-on support with production engineering approach for Wealth with responsibility for application support, system monitoring, problem escalation, responding to system related user queries.

Specifically, the role will require strong aptitude in the following areas:

Creating and managing end-to-end deployment plans for scheduling, planning, and controlling the deployment process

Integrating deployment management practices into delivery process with objective of offering reliable, repeatable IT services, at appropriate service levels

Ability to convert technical expertise to recommendations pertaining to efficiency, reliability, scalability, and security; drive best practices, and engage with planning, evaluating, operationalizing, and reporting deliverables. Successful candidate must be able to show they are ready to think and act as an owner, and drive consensus and decisions among stakeholders in pursuit of technical integrity

Establishing infrastructure for tracking and monitoring all relevant updates and changes, and efficiently converting the information into reporting, recommendations, schedules and decisions

Providing trusted and reliable communication and reporting with confidence that all information is comprehensive, accurate, and confirmed

Managing correspondence with clear articulation of impacts

Providing subject matter expert guidance and advice to the IT Support segments, and participating in development of remediation and collision avoidance strategies

Identifying and educating on control and communication failures to help prevent issues going forward

Providing updates to senior leadership on accomplishments and opportunities

Protecting the interests of organization through identification, management and escalation of risks and dependencies

Being proficient with IT workflow and collaboration tools, such as Service Now, JIRA and Confluence. Be able to independently create and manage work items in the tools as required

Being professionally familiar with Agile, Waterfall and hybrid delivery models to understand and align with multiple teams working in different paradigms

Understanding of the DevOps and continuous delivery principles and practices

Salesforce Support

Perform controlled incident resolution including prioritization and escalation, involving business and technology partners as appropriate.

Service applications and systems, provide application; system; operational availability levels that meet or exceed standards and service levels already established, while minimizing operational risk.

Promptly schedule packaging and release new applications in a timely manner, reduce change execution times by planning implementations with parallel work streams (while working with stakeholders as appropriate).

Strive to improve production environment stability by working with others to set up, maintain and monitor applications and systems, while meeting availability targets.

Provide prompt, effective day-to-day support, accurately identify and resolve issues, perform controlled and timely incident resolution all while making client satisfaction a top priority.

Deliver effective and defect-free support (application, software and operations), research system issues and opportunities, recommend changes, oversee execution, keep accurate documentation.

Design, review, integrate application requirements (e.g. functional, security, integration, performance, quality, operations).

Address application, cross-capability and cross-release issues.

Gain understanding technical aspects of project and break-fix development related to the application, advise developers and solution designers.

Assume incident management role (communicator, tracker, escalator, driver, etc.).

Monitor system life cycles, ensure both specs and functionality support business objectives and architecture decisions, re-develop as required.

Use meaningful metrics to monitor environment performance.

Improve performance and resource utilization by assessing and analyzing opportunities to optimize the operational environment.

Follow established processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required.

Comply with both disaster and business recovery plans.

Identify/implement process improvements to enhance revenue, customer experience and reduce costs.

Support business case development, RFI/RFP and SLAs with vendors.

Job Requirements

What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:

Bachelor's degree in Computer Science or related field

Working experience with Salesforce Administration

5+ years of previous deployment, ITS or IT project management experience, (Formal training and solid understanding of project management principles preferred)

5 to 8 years of experience in information systems operations environment in service management, systems analysis, or development

Advanced knowledge of software development and service management lifecycles

Demonstrated ability to coordinate cross-functional work teams toward task completion

Demonstrated effective leadership and analytical skills

Well-developed executive communication skills (both written and verbal)

Experience with agile methodology and its common tools such as Confluence, Jira

Experience with issue tracking system such as ServiceNow

Experience with automation and scheduling tools – Python, Autosys, ITRS, Dynatrace, Splunk, Ansible

Intermediate JavaScript knowledge

Strong SOQL scripting skills

Highly proficient in development of resolutions, plans and strategies for operational advancement.

Sound management techniques, experience in problem resolution and development of strategies for operational improvement.

Drive to enhance your knowledge and expertise by staying abreast of industry and business trends.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information:

We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues