TS Service Management Analyst

Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Technology Solutions

Pay Details:
$76,800 - $115,200 CAD

This role is eligible for a discretionary variable compensation award that considers business and individual performance.

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.

Job Description:

You won't just manage data-you'll shape how our organization thinks about operational excellence. You'll have the freedom to challenge the status quo, the support to implement your ideas, and the visibility to see your work make a difference.

WHY JOIN US

If you're passionate about clean, reliable data and know how to turn operational complexity into scalable, automated solutions, this is your opportunity to lead meaningful change. We're looking for a self-starter who thrives on autonomy, takes ownership, and brings forward-thinking ideas to improve how we govern and use operational data across the enterprise.

In this high-impact role, you'll apply ITIL frameworks and enterprise standards to drive excellence in operations data governance, helping shape the future of operational analytics. You'll be empowered to streamline processes, automate workflows, and elevate reporting practices used to make critical business decisions.

EMPLOYEE/TEAM

You will be a member of the Portfolio Insights and Analytics team, a highly collaborative group responsible for developing maintaining Operational, Release and Delivery reporting across the Platforms and Technology ecosystem. You will interact with Production Support Operational Teams (L1-L4), and Delivery Execution and Performance teams to uphold operational data integrity at scale.

BREADTH & DEPTH

Lead Data Governance & Hygiene

• Own and operate our enterprise-wide operational data hygiene framework.
• Apply ITIL best practices and enterprise data standards to enhance data quality, consistency, and compliance.
• Proactively detect and resolve data issues before they impact reporting or business decisions.

Build & Automate Smarter Workflows

• Design and deliver automation solutions using ServiceNow Performance Analytics, Power BI, and Power Automate.
• Continuously improve and streamline data workflows to support scalability and efficiency.
• Collaborate across teams to launch enhancements that improve speed, reliability, and usability.

Drive Insightful, Trusted Reporting

• Create and maintain dashboards that tell a clear story with reliable data.
• Support business partners with real-time, actionable insights that help meet KPIs and performance targets.
• Ensure alignment of reporting practices with enterprise governance standards.

Solve Problems, Lead Improvements

• Own the resolution of production issues affecting operational data and workflows.
• Act as the go-to expert for operational governance, performance metrics, and automation.
• Identify opportunities to improve tools, processes, and reporting accuracy-then lead the charge to implement them.

Champion Innovation & Collaboration

• Bring fresh ideas and a continuous improvement mindset to the team.
• Contribute to a collaborative, learning-driven culture by sharing knowledge and mentoring others.
• Stay ahead of industry trends and emerging technologies, and introduce innovative solutions where they make sense.

EXPERIENCE & EDUCATION

• 5+ years of experience in IT operations, service delivery, or a related field.
• Deep understanding of ITIL processes and enterprise data governance.
• Working knowledge Scaled Agile Framework.
• Advanced hands-on experience with:
  • ServiceNow Modules, including Incident, Change, Problem.
  • Service Now Performance Analytics
  • ServiceNow Tables - TDAR and SPM
  • Microsoft Power Platform (Power BI, Power Automate)
• Tools: Confluence, JIRA, SharePoint and Microsoft suite of applications
• Nice to have: Python based data visualization and Machine Learning.
• Proven ability to lead end-to-end data initiatives independently.
• Strong communication skills and comfort engaging with stakeholders across business and technical teams.
• A self-starter mindset, with the ability to identify gaps, propose solutions, and follow through with impact.
• Passion for improving the way things work-through data, automation, and scalable solutions.

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. Learn more

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 need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):
Sans Objet