Information Technology Business Analyst

KYYBA Inc

Montreal

Offre publiée le 2025-07-15

Postuler

Asst Manager- Talent Acquisition KYYBA Inc

SUMMARY OF THE ROLE

This role will require the individual to perform a critical function by being fully accountable and responsible for three ITSM processes across all Securities applications: Incident, Problem, and Change Management. The position being advertised is to be the single point of contact in the Americas for the ITSM discipline and interfacing with two other geographical regional centers to provide a true follow-the-sun coverage (8 hours of coverage between 11:30 am and 08:30 pm).

The role requires excellent communication skills and the ability to build relationships with the various teams across IT and will be required to have a clear and strong understanding of the ITSM processes in scope. There will be requirements to demonstrate proactiveness and ensure ownership and accountability of Incidents, Changes, and Problems within the organization. A good understanding and awareness of other ITSM processes is highly desired.

The individual will be interfacing with senior members of the organization and will therefore be required to deliver precise and concise messages in a timely fashion.

The successful candidate will be required to have a clear and strong understanding of the ITIL Incident Management process and have hands-on experience with major incident and crisis management processes. The ability to stay calm under pressure is absolutely essential for this role.

With regards to Change Management, the primary objective will be to safeguard the Production environment by screening registered changes and presenting them in a standardized format for stakeholder review; to ensure sufficient due diligence has been performed in order to gain approval and proceed to implementation, as well as to ensure that all auditable points are compliant.

As a Problem Management specialist, you will assist the post-resolution investigation teams to identify the Root Cause for related Incidents, to keep the Problems backlog under manageable levels and to guarantee that all logged Problem tickets comply with the defined quality standards.

Responsibilities

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 APS requirement.
ServiceNow reporting.
Solid and demonstrable experience within the ITSM discipline, preferably within the financial industry.
Power BI proficiency & report creation based on the APS requirement.
ServiceNow 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.
Excellent proven communication skills, written and verbal.
Focused on innovation and continuous improvement.
An excellent team player.