Business Reliability Analyst

Job title:

Business Reliability Analyst

Company

Toyota

Job description

Job DescriptionBusiness Reliability AnalystAbout Toyota Financial Services
Toyota Financial Services (TFS) provides retail, leasing and dealer financing services to Toyota and Lexus dealerships and customers across Canada. TFS is a member of Toyota Financial Services Corporation (TFSC), a wholly owned subsidiary of Toyota Motor Corporation in Japan with the Canadian operation headquarters in Markham, Ontario.What Sets Us Apart?
At Toyota Financial Services (TFS), you will help create best in class customer/dealer experiences in an innovative, collaborative and team focused environment. TFS is an important part of the Toyota family, an award-winning global company, recognized worldwide for our technological leadership and superior standards of quality, continuous improvement, and environmental responsibility.TFS currently has an exciting permanent opportunity as the Business Reliability Analyst. Reporting to the Manager, Business Reliability, the Business Reliability Analyst is responsible for the daily operation of the business systems, completing daily, weekly and monthly operational procedures, monitoring production IT systems and applications, providing timely responses to queries, resolutions to problems and reporting issues related to all technology systems. This position also assists in creating and maintaining operational procedures and is involved in IT Projects.What You’ll Be Doing:

• Lead daily operational support activities that are performed by TCCI partners and vendors, including on- prem and Cloud.
• Provide second level IT Application Support and oversee third-party application vendors and partners
• Ensure adherence to established contracts/SLAs.
• Provide timely response to queries, provide coordination and escalation point for all incidents and problems.
• Define standard operating procedures, service levels, KPIs, and controls for all IT application support processes.
• Work closely with architecture and information security teams for project implementation as well as ensuring internal company policies, compliance requirements, and contractual commitments are maintained.
• Contribute to the development of the annual information technology budget and business improvement budgets.
• Provide technical/functional support for existing applications to maximize systems availability and performance.
• Provide timely response to queries, provide coordination and escalation point for all incidents and problems.
• Handle business-critical IT tasks and system improvements.
• Lead application and software upgrades.
• Application monitoring and troubleshooting.
• Coordinate with vendors for troubleshooting and maintenance activities.
• Coordinate with business to validate regular maintenance activities as required.
• Administer access for applications (e.g., Salesforce). Support user onboarding and offboarding activities.
• Help develop IT knowledge base by documenting detailed SOPs for regular support and maintenance activities.
• Providing technical support and assistance to end-users based
• Responding to IT support tickets and inquiries via various channels, such as email, phone, or ticketing systems, and documenting solutions and resolutions
• Support systems functionality with on-call support.

What You Bring:

• Bachelor’s degree or diploma in Computer Science, Information Systems or a related field required.
• 7+ years of demonstrated hands-on experience in Application Support environment.
• Understanding of the importance of process discipline to production operations.
• Understanding of ITIL process concepts (Incident, Problem, Request Fulfillment, Change, Knowledge Management) and ServiceNow.
• Proven experience in incident identification, diagnosis, troubleshooting, resolution, and solution implementation.
• Superior analytical, problem solving, critical thinking and decision-making skills.
• Excellent communication (verbal and written), interpersonal, presentation, customer service and relationship building skills.
• Proven track record in working with external consultants, senior business leaders, internal stakeholders and external vendors required; demonstrated abilities in partnering with the business.
• Strong teamwork, innovation, adaptability, and decision-making abilities.
• Strong customer focus, results orientation, and business acumen.
• Must have flexibility to work outside of regular business hours if/when required.
• Proficiency with Microsoft Office Tools is required.
• Experience with Salesforce an asset
• Experience coordinating with internal teams and vendors for support and maintenance activities an asset
• ITIL certification or similar an asset
• Exposure to ITSM solutions, specifically ServiceNow

What We’ll Bring:

• A work environment built on teamwork, flexibility, and respect
• Competitive salary including bonus
• Health and dental benefits effective immediately.
• Company pension plan with matched contribution
• Associate vehicle discount program
• Professional growth and development programs to help advance your career, as well as tuition reimbursement
• Fitness reimbursement
• Competitive time off benefits
• Great company culture-Respect for people and continuous improvement is at our core
• Hybrid work environment (based on role requirements)

What You Should Know:
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law.

Expected salary

Location

Canada

Job date

Fri, 21 Mar 2025 02:17:06 GMT

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