Job Description

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title Service Management Analyst



WHAT IS THE OPPORTUNITY?

As the Service Management Analyst, you will work with QTS application support and development teams through the incident, problem and change management process. In this role you will evaluate and approve IT change requests, proactively identify incident trends in application and risk technology and initiate measures to prevent problems. You will also engage in proactive issue response, problem analysis and audit preparation activities in partnership with the global teams to drive towards solutions and increased stability. This role coordinates closely with colleagues performing User & Client support and application support roles in Toronto, London, New York and Hong Kong as well as Development, IT Risk and Internal Audit to deliver a global support model.

WHAT WILL YOU DO?

• Enforce compliance of the Enterprise Change Management Policy and Procedures
• Lead Capital Markets Change Review Board meetings to review and approve IT changes
• Ensure that the ITSM process aligns with business needs and goals
• Coach and educate user community on Change, Incident and Problem management processes ITSM content quality
• Manage and update any Service Management records related to changes, not limited to, but including; incidents, problems, requests, outages, knowledge, asset and configuration (including attributes and relations) as required
• Assist with significant events such as DR exercises and major application roll-outs.
• Hold Problem Review Meetings (PRMs) and track action items to closure.
• Pro-active technology risk analysis for Regulatory and Compliance response groups.

WHAT DO YOU NEED TO SUCCEED?

Must have:

• At least 2 years of ITIL based Service Management experience in an enterprise financial environment (Banking or Capital Markets).
• A detail oriented, self-starter, able to work independently and as member of team.
• Excellent communication and interpersonal skills; ability to work with multiple stakeholders and interface across all levels of the business & management.
• Prior experience of working within a global team.
• Prior experience working with internal risk & audit teams.

Nice-to-have:

• ITIL v3 Foundation Qualification/Enterprise SDLC best practices experience/knowledge
• Experience in a matrix environment, such as a large, publicly-traded corporation
• Ability to facilitate between and influence key decision makers
• Strategic thinker with excellent interpersonal skills to work across functions and businesses

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• A world-class training program in financial services
• Flexible work/life balance options
• Opportunities to do challenging work

Job Summary

Address: TORONTO, Ontario, Canada

City: CAN-ON-TORONTO

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: Capital Markets

Job Type: Regular

Pay Type: Salaried

Posted Date: 2022-09-07-07:00

Application Deadline: 2022-10-31-07:00

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.