ITSM Operations Analyst at Eqbank

We are not your typical bank. At Equitable Bank, we believe in challenging the status quo to create a better banking experience for Canadians. As a challenger bank with over 50 years of history and more than $125 billion in assets under management, we are constantly looking for agile, inquisitive minds to help us innovate. Our digital platform, EQ Bank, has been recognized by Forbes as one of the top banks in the country, and we are proud to support millions of members through our subsidiary, Concentra Bank. If you are ready to join a growing team that values creativity, collaboration, and meaningful change, we would love to hear from you.

About the Role

We are looking for an ITSM Operations Analyst to join our team in a full-time capacity. In this role, you will play a vital part in ensuring our IT infrastructure and services meet our high operational standards. You will be responsible for facilitating key ITSM processes, analyzing operational data to drive maturity, and ensuring our systems remain predictable and efficient. This is a hybrid position that offers the chance to work with a forward-thinking team dedicated to transforming the future of banking.

Key Responsibilities

• Support core ITSM functions, including Incident, Problem, and Change Management, while ensuring all changes are properly documented and communicated.
• Analyze operational workflows and data to identify gaps, recommend process improvements, and support annual self-assessments to maintain compliance.
• Maintain and enhance ServiceNow dashboards to provide actionable insights into IT performance and operational health.

Requirements

• At least 3 years of experience in the Information Technology field, with a minimum of 1 year focused on IT audits.
• A University Degree or College Diploma in Information Technology, Commerce, or Business Administration.
• Strong working knowledge of the ITIL framework and proficiency with tools such as ServiceNow, Jira, and Confluence.
• Excellent analytical skills, high attention to detail, and the ability to manage multiple tasks effectively with limited supervision.
• Strong interpersonal and communication skills to collaborate across various internal teams.

Location

This role is based in Canada. You will work in a hybrid model, with in-office time spent at our location at 351 King Street East, Toronto, ON.

Compensation and Benefits

We are committed to supporting your health, well-being, and professional growth. Our benefits package includes:

• Comprehensive medical, dental, vision, life, and disability insurance.
• Maternity and paternity leave support.
• Opportunities for professional development.
• A flexible hybrid work environment.