Technical Support Location: Scarborough, ON Onsite Flexibility: Hybrid 2 4 days onsite per week Contract Details Position Type: Contract Contract Duration: 1 year (extension possible; conversion to permanent possible) Pay Rate: C$35.00 C$42.00 / Hour (CAD) Shift / Schedule: Shifts rotate between 7:00 AM 3:00 PM and 11:00 AM 7:00 PM; shift may also be 9:00 AM 5:00 PM depending on placement.

Must be flexible and able to adjust schedule.

Attendance at the weekly Wednesday 9:00 AM 9:45 AM meetings is required in addition to regular shifts.

Travel Requirements: Travel between sites required (Toronto 320 Front St location, Scarborough Operating Centre, and Creekside Mississauga).

Employees need the ability to access all three locations.

The entire team meets at the Toronto/320 location approximately once per month.

Job Summary We are looking for someone with diverse skills and some background in this space to join a fast-paced, dynamic environment offering a variety of career opportunities.

This role requires strong organizational skills, strong technical writing and documentation skills, oral communication and presentation skills, and strong attention to detail.

Multi-tasking is a key part of the job and having a sense of urgency and strong customer skills are required to be successful in this environment.

The incumbent will have deep knowledge and understanding of the ITIL framework , and familiarity with an ITIL-aligned tool, preferably Service

Now .

Responsibilities involve working closely with various employees at all levels of the organization, including TS teams and senior leaders across multiple LOBs globally.

Manage process improvements within the enterprise ITSM tool (Service

Now) and assist to drive day-to-day BAU operations.

Coordinate technology change requests across all lines of business within the organization.

Key Responsibilities Coordination and execution of the Change Management process on a daily basis, providing both process and client support Serve as a subject matter expert on IT Service Management Change Management process and tool Chair / manage various Technology Change Management related meetings Review submitted change requests for completeness, integrity, and compliance with process requirements; evaluate risk and impact associated with submitted changes Work with the team to define, document, enforce, and support ITSM policies, processes,



and procedures including making recommendations for improvements; facilitate scheduled and ad hoc process training with stakeholders Update and present key performance metrics for the Enterprise Change Management process as well as ad hoc requests for the various business units and support teams Drive process and organizational maturity as it pertains to IT Service Management resolution activities and ITIL Facilitation of collision mitigation and conflict Facilitation of the Change Post Implementation Review (CPIR) process to document and track plans to improve change success Operational and relational integration with other IT processes and teams (Incident, Problem, Configuration) Review and monitor Service

Now change records across the organization Assess emergency changes, changes already in progress requiring extensions, deviations from approved change plans, and changes requiring after-hours or early-morning approvals Verify that change records are properly documented and follow the required workflow Review changes involving infrastructure, applications, cloud, patching, and configuration items/assets Obtain additional executive approvals for emergency or high-impact changes by communicating directly with IT executives Identify missing requirements/documentation in change records Explain to executives why a change should or should not be supported Prepare executive-level reports/summaries of multiple change records for senior stakeholders/partners Required Skills IT Technical Support experience Service

Now experience Strong MS Office skills ITIL knowledge and methods and procedures (ITIL knowledge is mandatory) Experience reviewing technical documentation Asset management experience Enterprise Operations setting experience Knowledge of IT change management and ITIL methods and procedures Strong communication skills Strong interpersonal skills Strong ability to communicate technical changes in executive/business language Strong organizational skills, strong technical writing and documentation skills, oral communication and presentation skills,



and strong attention to detail Multi-tasking ability with a sense of urgency and strong customer skills Experience with change enablement/change management Preferred Skills Financial institution (FI) / banking experience, or experience in other regulated financial environments ITIL v4 certification (or newer version if applicable); candidates without the certification may still be considered if they have completed the ITIL course and have extensive relevant experience, with certification in progress clearly indicated on the resume Education Requirements Post-secondary education required ITILv4 certification required ; ITILv5 would be a nice to have Required Experience 5 years of experience in an IT process management role 5 years of IT Technical Support experience 5 years of asset management experience 5 years of Enterprise Operations environment experience 5 years of Service

Now experience Minimum 1 year of ITIL v4 experience Operational IT background with IT process management (change enablement), review of change records, change post-implementation reviews, and emergency changes Nice-to-Have Experience Banking or financial institution experience Medical, Vision, and Dental Insurance Plans 401k Retirement Fund Important Notes Interview process: possibly 2 rounds; both may be in-person 30-minute panel interview Hybrid working arrangement with onsite requirement 2 4 times per week; required to be onsite at the Toronto (320 Front Street, 4th floor), Scarborough Operating Centre, or Creekside Mississauga during team meetings.

Location to be confirmed at least 3 weeks prior.

About the Client This client is a leading financial services and banking institution operating across Canada and globally, with a team of 16 or more Change Leads dedicated to technology change management.

The organization employs IT analysts, change managers, Service

Now specialists, infrastructure engineers, and enterprise operations professionals who collaborate across multiple lines of business and support quick-paced, BAU-driven environments at scale.

About GTT GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska.

We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-13099 Industry: Information Technology #LI-Hybrid #LI-GTT

📌 Technical Support (Scarborough)
🏢 GTT
📍 Scarborough