Operations Support Analyst

Job Description

BMO is currently sourcing for an Operations Specialist. This is a hybrid contract role in Toronto (2 days in office per week).

Role Overview:

The Operations Specialist supports Business Solutions and Wealth Operations Technology by managing incidents and providing application support. The role ensures the stability, accuracy, and availability of wealth management platforms, contributing to operational efficiency and business continuity.

Key Responsibilities:

• Assist in logging, categorizing, and prioritizing incidents using Playbook/Intake according to impact and urgency.
• Perform initial triage to identify the nature of issues and track incidents end-to-end to meet SLAs.
• Provide functional and technical support for wealth platforms and escalate recurring or systemic issues.
• Coordinate with stakeholders including Wealth Operations users, BMO Technology teams, and vendors to communicate incident status and resolutions.
• Monitor incidents related to system changes or releases and support post-release stabilization efforts.
• Maintain and contribute to knowledge articles, runbooks, and standard operating procedures.
• Analyze incident trends and recommend process or system improvements to enhance operational resilience.

Must-Have Skills:

• Ability to function in a fast-paced environment and prioritize according to team needs.
• Organized and diligent with the ability to meet SLAs and deadlines.
• Experience handling escalation issues appropriately.
• Excellent verbal and written communication skills.
• Ability to liaise with senior leadership and internal/external stakeholders.
• Comfortable leading meetings with leadership.
• Proficient with Microsoft Suite.

Nice to Have Skills:

• Previous experience within the Financial Industry.
• Previous Wealth Management experience.

Ideal Candidate:

• Experience in incident and problem management within wealth operations technology.
• Familiarity with ServiceNow or similar incident management tools.
• Demonstrated ability to translate technical issues into business-friendly language.
• Proactive approach to continuous improvement and operational efficiency initiatives.

Qualifications

About the BMO Contractor Talent Network

This contract job with BMO has been posted by Procom, BMO's recruitment service partner supporting the BMO Contractor Talent Network.

Should you be selected for this contract engagement, Procom will act as the employer of record or the agency of record for your contract engagement.

To find out more visit https://bmo.clientconnections.com.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.