Sr Incident /Problem Analyst

Address:

Description:

The Senior Incident/Problem Manager is accountable for supporting day-to-day operational production issues from analysis to resolution pertaining to Capital Markets technology and Ops in Global regions. In addition, the incumbent will be responsible in supporting operational activities such governance of Incident, Problem and Change management

The incumbent will liaise with SMEs to understand problems and opportunities and, recommends solutions to enable the achievement of organizational goals.

 Follows procedures to resolve internal business partner and/or external customer inquiries, requests, and issues. Resolves complex issues in accordance with Bank and industry standards. Act as a subject matter expert to the team. Recommends and implements process improvements.

This role reports into the Director,  Incident /Problem Management.

Functions:

• Ensures Incident /Problem Management Processes are followed.
• Works independently on a range of complex tasks, which may include unique situations.
• Conducts independent analysis and assessment to resolve strategic issues.
• Builds effective relationships with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Breaks down strategic problems and analyzes data and information to provide insights and recommendations.
• Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
• Executes work to deliver timely, accurate, and efficient service.
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Executes work to deliver timely, accurate, and efficient service.
• Organizes work information to ensure accuracy and completeness.
• Answers inquiries and resolves routine issues or escalates to more senior team members.
• Collaborates with internal and external stakeholders to deliver on business objectives.
• Maintains current knowledge of CM, Best practices, and trends.
• Provides advice to internal business partners and peers to support the completion of processes or activities within established procedures.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Provides advice and guidance to assigned business/group on implementation of solutions.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Gathers and formats data into regular and ad-hoc reports and dashboards.
• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
• Maintains the confidentiality of customer and Bank information.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Complies with legal and regulatory requirements, including Anti-Money Laundering and Terrorist Financing reporting, Financial Consumer Agency of Canada (FCAC), and the Privacy Act.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Typically, between 4 - 6 years of relevant experience in the related field of study or an equivalent combination of education and experience.
• Graduate degree in Computer Science or a related technical field, or equivalent practical experience.
• Expert knowledge of ITIL (v3 or V4) and processes.
• Capital Market experience will be an asset.
• ITIL Certification required.
• Experience with Applications, operating systems and/or networking (TCP/IP, routing, network topologies and hardware, etc.).

Skills:

• Experience analyzing and troubleshooting large-scale distributed systems.
• ITIL-aligned systematic problem-solving approach, coupled with effective communication skills and a sense of ownership and accountability.
• Knowledge and in-depth experience with CM Trading applications and related systems.
• Possesses analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Demonstrates applied knowledge of one or more analysis and problem decomposition techniques.
• Strong knowledge of all operating processes and supporting applications and policies.
• Strong knowledge of Capital Markets applications and Trading technologies.
• Strong customer service and relationship management skills.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem-solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.
• Occasional On call requirement.

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.