City : Montreal

Category : Regular Full-time

Industry : Finance

Employer : National Bank

• Are you motivated by the continuous improvement of IT support tools and services?
• Do you want to work with experienced colleagues and partners in Agile mode?
• Are you keen to work in a flexible and collaborative workplace?
• Would you like to help transform our ecosystem?

National Bank is ramping up its cultural, organizational and technological transformation. We’re in the process of an Agile and DevOps shift involving multidisciplinary and autonomous teams, where teamwork is the key to our success.

You will report to the Manager, IT Operational Excellence and Support Experience within IT Operations, Delivery of Infrastructures and Security Assets. This team’s mission is to design, optimize and transform the use of IT services in order to provide an outstanding and consistent user experience.

Your role

• Help transform operations by implementing IT Operational Excellence and Support Experience concepts/practices
• Be in charge of operational integration for user support
• Provide/gather feedback from IT users
• Help maintain, update and promote a large-scale SharePoint knowledge site, and more specifically:
  • Create and modify information-based content (texts and videos)
  • Draft corporate communications
  • Handle site-related feedback
  • Analyze the data from the site tracking metrics
  • Design innovative solutions that support the growth objectives of the My IT internal site and business line needs
• Work with the main business lines, meet their needs and proactively collaborate with the delivery towers
• Be part of a squad that prepares upcoming initiatives
• Help implement solutions to improve the knowledge management tools and processes of IT Support teams
• Serve as a specialist in your unit by working effectively with the other IT teams and business lines on technical operational issues and recommending solutions
• Increase your knowledge of our field and encourage teammates to share new ideas and working methods with our team.

Your profile

• Bachelor’s degree in a related field and 2 years of relevant experience or college diploma and 3 years of relevant experience
• Proven experience as a business, functional and data analyst in a complex ecosystem
• Able to identify and take advantage of innovation and optimization opportunities (Continuous Improvement – Innovation, Design Thinking or Lean Six Sigma, an asset)
• Able to fully understand and translate the IT support user experience into solution designs
• Excellent knowledge of SharePoint, an asset
• Knowledge of Yammer, an asset
• Knowledge of Camtasia, an asset
• Experience with Jira/Confluence, an asset
• General IT knowledge and understanding of IT support channels/teams, an asset
• General knowledge of the Bank’s business lines and their IT needs, an asset
• Diligent, able to work independently and take charge
• Team player, a self-starter with good communication skills
• Bilingualism, both spoken and written (English and French).

Choose from many career paths; change projects, change business lines, and grow and develop by being promoted. 

Your benefits 

Upon hiring, you'll be eligible for a wide range of benefits. In addition to competitive compensation, we offer attractive benefits for you and your family: 

• Health and wellness program, including many benefits 
• Flexible group insurance 
• Pension plan 
• Employee Share Ownership Plan 
• Employee and Family Assistance Program 
• Preferential banking services 
• Community involvement program 
• Telemedicine 
• Virtual sleep clinic. 

These are just some of the many benefits we offer.  

Being part of the National Bank team means being able to reach your full potential thanks to the many career development opportunities in different sectors, on different projects and with different teams.  

Due to the current pandemic, our entire team is currently working remotely.  

People first 

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have positive impact on people’s lives. 

Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that's accessible to all employees. 

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during our initial conversations. 

Are you ready to live your ambitions? 

#LI-RM1