IT Analyst IV - Technical Support

We are seeking a highly accomplished IT Analyst IV - Technical Support for an enterprise-level contract opportunity based in Toronto. In this role, you will take on a key IT Service Management (ITSM), Change Enablement, and technical support governance capacity, specializing in overseeing and coordinating daily technology change requests across multi-disciplinary operational teams.

As an IT Analyst IV, you will bridge the gap between technical infrastructure teams, application support squads, and executive leadership. Operating within a hybrid work model in Toronto, you will serve as a subject matter expert on ITIL-aligned change management practices, evaluating change risks, mitigating scheduling conflicts, managing post-implementation reviews, and driving continuous process improvements within ServiceNow. This position is tailored for an operational IT professional who can manage rotating shift schedules, enforce enterprise change compliance, and maintain service continuity across complex enterprise environments.

Location: Toronto, ON

Assignment Type: Hybrid (2–4 days per week onsite, with potential travel between local sites)

Contract Duration: 1-year contract (with potential for extension or permanent conversion)

Advantages
Enterprise Change Governance: Manage enterprise-wide ITIL change management processes across global business units.

ServiceNow Platform Optimization: Drive operational process enhancements and tool workflows within ServiceNow.

Cross-Functional Leadership: Chair technology change management meetings and collaborate directly with senior technical leaders.

Flexible Shift Structure: Gain exposure across diverse operational shifts within a dynamic, high-visibility team.

Responsibilities
Coordinate and execute the daily IT Change Management process, providing process guidance and client support across all lines of business.

Serve as a Subject Matter Expert (SME) on enterprise IT Service Management (ITSM) change enablement practices and toolsets.

Chair, manage, and facilitate regular and ad-hoc Technology Change Management review meetings and governance committees.

Review submitted change requests for completeness, technical accuracy, risk evaluation, and strict compliance with operational standards.

Facilitate conflict resolution, schedule alignment, and collision mitigation across concurrent technical change implementations.

Lead Change Post Implementation Reviews (CPIR) to analyze change execution success, document root causes, and track remediation plans.

Collaborate with Incident, Problem, and Configuration Management teams to ensure seamless operational integration across the ITIL lifecycle.

Define, document, enforce, and update ITSM policies, procedural guides, and training materials for technical stakeholders.

Compile, analyze, and present key performance metrics, KPI dashboards, and ad-hoc reporting for senior leadership and business units.

Monitor live change implementations during rotating operational shifts to ensure minimal disruption to production environments.

Qualifications
Core Technical & Process Requirements
ITSM & Process Management Experience: Minimum 5+ years of dedicated experience in an IT process management or Change Enablement role within enterprise operations environments.

ITIL Certification: Mandatory ITIL v4 certification (ITIL v5 is considered a valuable asset).

ServiceNow Proficiency: Hands-on operational experience reviewing, approving, and tracking change records within ServiceNow.

Technical Documentation & Asset Management: Proven experience reviewing complex technical documentation and managing IT asset tracking workflows.

Enterprise IT Support: Practical technical support background with deep knowledge of IT change management procedures, risk assessment, and collision avoidance.

Education: Post-secondary degree or diploma in Information Technology, Computer Science, or a related discipline.

Preferred Experience & Assets
Financial Services Context: Previous IT process management experience within a banking or financial institution is a strong asset.

Tooling Proficiency: Advanced proficiency with Microsoft Office suite for metrics reporting, presentation decks, and process documentation.

Soft Skills & Operational Attributes
Communication & Facilitation: Outstanding verbal, written, and presentation skills to chair technical meetings and interact with stakeholders at all organizational levels.

Adaptability & Urgency: Strong sense of urgency, high attention to detail, and the flexibility to manage rotating operational shift schedules (7 AM–3 PM, 11 AM–7 PM, or standard business hours).

Problem Solving & Organization: Excellent multi-tasking capabilities with strong interpersonal skills to negotiate, resolve schedule conflicts, and manage competing priorities effectively.

Summary
If you're interested in the "IT Analyst IV - Technical Support" role based in Toronto, we encourage you to apply online at www.randstad.ca.
Only qualified candidates will be contacted for the next steps. We look forward to hearing from you!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.

This posting is for existing and upcoming vacancies.