Sr. IT Service Management Analyst

At CWB, we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by:

• Putting people first and building relationships with intention

• Seeking out and embracing new ideas

• Believing that how we do things is as important as what we do

Regular, Full-Time

Hybrid Work Requirements - 2 days onsite, 3 days remote.

At CWB, we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by holding true to the values that guide us. We put people first and build relationships with intention. We seek out and embrace new ideas, knowing that better is always possible. We believe that how we do things is as important as what we do. And we harness the power of inclusion. Our culture is who we are and how we show up - as individuals and as a team - to accomplish our strategy.

CWB Financial Group (CWB) is on a mission to become the best full-service bank for business owners in Canada.

IT Governance

• Lead the continual improvement of the service portfolio and associated processes, including the management of IT services throughout their lifecycle.

• Oversee the maintenance of the service catalog, ensuring alignment with governance policies and ongoing enhancement of related processes.

• Collaborate with the IT Governance team to integrate ITSM practices with governance frameworks, ensuring compliance and effective risk management.

• Collaborate with stakeholders to define and implement technology governance standards and guidelines.

• Drive the development of a standardized knowledge management process, contributing to ongoing reviews and refinements that align with governance principles.

• Update directives and procedures related to Technology Governance in accordance with relevant frameworks such as COBIT, ITSM.

• Ensure all regulatory reporting is accurate and complete and milestones are properly tracked.

• Knowledge of Regulation related to Technology and Cyber Risk Management to ensure compliance.

Change Management

• Facilitate and govern weekly change management meetings, ensuring all required documentation is provided in a timely manner.

• Ensure all RFCs (Requests for Change) are thoroughly evaluated for compliance with governance standards, quality of content, and adherence to change management policies.

Incident and Problem Management

• Lead problem review meetings, ensuring root cause analysis is performed, and preventive measures are identified to minimize recurrence.

• Integrate problem management practices with IT Governance to enhance accountability and oversight.

Reporting & Governance Compliance

• Create, distribute, and manage IT reports and dashboards, ensuring they align with defined KRI’s, KPIs, and governance requirements.

• Provide regular reports on governance metrics, offering insights and recommendations to senior management.

Foundational knowledge and experience to grow from

• Degree or a diploma or an equivalent amount of experience!

• 5+ years of IS/IT work experience and related study, with strong background and understanding of the various functions of an IT department. Experience must include implementation and ongoing management of IT Governance processes and experience with ITSM tools.

• ITIL V3 Foundations Certificate, ITIL training in Service Catalogue or Service Offering and Agreements considered an asset.

• Strong understanding of IT governance frameworks such as COBIT, ITIL, or ISO 27001, NIST.

• Familiarity with relevant laws and regulatory bodies.

Skills and competencies that will take you further

• Customer Service Focus. Demonstrates patience and understanding with a strong desire to help and support people.

• Collaboration. Partners effectively with teammates and colleagues to deliver an exceptional experience quickly & efficiently.

• Communication. Excellent written and oral communication skills in order to communicate with both technical business team members across the organization as well as external service providers.

• Time management. Ability to prioritize and manage several tasks simultaneously with minimal supervision.

Your success is our obsession! And our award-winning culture & benefits back it up.

Proudly recognized by Great Place to Work® in 2023 as one of Canada’s top 50 Best Workplaces & recipient of Waterstone Human Capital’s Most Admired Corporate Culture 2023.

Wellness matters. We offer an award-winning benefits package that includes:

• Everyday flexibility
• Generous company-funded health coverage

• Health care spending account
• A flexible wellness program
• generous time-away options to unplug, rest & recover

Career development. We commit to our employees’ development and help them reach their professional goals with:

• Organization wide coaching services
• Mentorship
• Education support & training programs

Bring your whole self to work. Inclusion is a journey requiring practice & experience to result in a powerful outcome. Your perspective matters & voice will be heard. Find community within the CWB family in our employee represented groups.

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IND-AL

As an equitable employer, CWB Financial Group is committed to providing a safe and inclusive environment where a diverse workforce thrives. You are welcomed and encouraged to bring your whole self to work. Dignity, respect and equality are non-negotiables. If you require accommodation during any part of the recruitment or selection process, please reach out.

* Position closes at 12:01am on the close date identified below.