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TD

IT Support Analyst IV

TD

. Triage technology issues impacting the North American Contact Center lines of business .

Posted 4/3/2026full-timeRegina • 🇨🇦 CanadaMid-LevelSenior💰 CA$66,200 - CA$93,500 per yearWebsite

Tech Stack

Tools & technologies
ServiceNow

About the role

Key responsibilities & impact
  • Triage technology issues impacting the North American Contact Center lines of business
  • Manage technology interruptions, oversee issue escalation and resolution
  • Assess the issue and impacts to determine if customer messaging is required and action appropriately
  • Engage appropriate technology, digital and other support partners
  • Effective and clear communication of issue, including technology status updates, real time metrics and action plan
  • Identify improvement opportunities observed via Incidents and follow through to resolution
  • Track incidents and impacts for reporting and trend analysis
  • Manage emergency IVR/call flow messages and DRP when required
  • On call support 24 hours, 7 days a week on a rotational basis
  • Other duties as assigned

Requirements

What you’ll need
  • Undergraduate degree or Technical Certificate
  • 3-5 years relevant experience
  • Excellent communication skills (written and verbal)
  • Ability to multi-task in a high-pressure environment
  • Enjoy working as part of a team
  • Strong analytical and organizational skills to manage multiple deadlines and priorities
  • Advanced Microsoft Excel and PowerPoint skills
  • Knowledge of ServiceNow, SharePoint, JIRA, CUIC, VIM applications is an asset
  • Knowledge of Contact Centers and their technology platforms is an asset
  • Candidates with a combination of business and technology experience are preferred

Benefits

Comp & perks
  • Health and well-being benefits
  • Savings and retirement programs
  • Paid time off
  • Banking benefits and discounts
  • Career development
  • Reward and recognition programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
incident managementissue escalationreal time metricstrend analysisemergency IVR managementcall flow managementanalytical skillsorganizational skillsMicrosoft ExcelMicrosoft PowerPoint
Soft Skills
communication skillsmulti-taskingteamworkanalytical skillsorganizational skills
Certifications
Undergraduate degreeTechnical Certificate