Problem Analyst , IT Service Delivery
ATB Financial
2d ago

Job Description

We’re a network of collaborative, curious, tech-savvy leaders working at the forefront of Financial Services and FinTech transformation, enabling ATB to become more than a bank.

If you’re excited about AI and machine learning, big data, blockchain, robotics, compelling CX, digital development, IT, innovation and more and you’re looking for an award-

winning organization where you can use your talents to roll out world leading platforms and products well, we can’t wait to meet you!


To learn more about our work and the transformative projects we have on the go connect with us at or .

The Opportunity :

The Problem Analyst will manage the reporting, escalation, and resolution of incidents covering a large-scale, multi-platform operation, including the coordination and reporting of maintenance activity.

You get to work with the Technical and development teams to understand the incidents, identify the root causes through investigation and document the solution.

What you get to do :

  • Identify, categorize and log problem tickets
  • Prioritize, diagnose and (if necessary) escalate problem tasks
  • Identify, troubleshoot, resolve and document problems & the root cause
  • Identify trends, underlying issues and assesses the performance of incident / problem management through the use of analytical / reporting methods
  • Create and maintain a record of known errors
  • Ensures the restoration of normal services asap and minimization of significant operational impacts due to incidents
  • Works with support teams while serving as an escalation point for high priority problems
  • Monitors the effectiveness of incident / problem ticket quality.
  • Ensures that Service Desk and Support personnel follow defined processes
  • Communicates with various individuals as required to coordinate work activities, review work, exchange information and resolve problems
  • Makes improvement recommendations and identifies opportunity for the creation of documentation and procedures to address future / existing incidents (and potentially prevent them)
  • What you bring :

  • Proven communication and collaboration with key stakeholders building strong relationships
  • Understanding of service development, management, and operations industry standards.
  • Strong problem-solving skills and the ability to multi-task with a high sense of urgency
  • Experience with BI or Data Management tools would be an asset
  • Strong organizational skills are a must for success in this role
  • Ability to challenge information if the response does not fit the situation
  • Logical reasoning with the ability and confidence to act decisively on critical decisions in a dynamic, high-stress environment
  • Ability to learn and develop quickly in an agile environment
  • 1+ years experience with Enterprise Service Management (ESM) platforms such as ServiceNow
  • ITIL Certification preferred
  • 2+ years working experience in IT operations.
  • 2+ years Incident Management experience
  • 2+ years Problem Management experience
  • Post-secondary education (Preferred)

  • You focus on impact over hard work : tangible, measurable results and creating value for team members and customers alike are our goals
  • You love to solve tough problems, together : no one said transforming banking was going to be easy. Collaboration is key and we’re collectively reimagining it as a team
  • You operate with a mentality of Build-Measure-Learn : like any top tech company, agile frameworks and applied lean methodologies are mindsets we apply to our daily.
  • We love data and KPIs. We move fast, we embrace mistakes, and we learn and grow as a result.

  • You’re an exponential thinker, focused on 10X : if something doesn't have significant impact, you are the person to challenge whether or not it's worth doing
  • You do it with passion : you’re inspired by purpose and by our shared vision and mission
  • As a team member with the Transformation team at ATB, you can expect :

  • Each day will be different! We’re learning, iterating and taking big steps toward our vision of transforming an entire industry, every day
  • The ability to grow a career within an inspiring, impact focused culture where you are surrounded by changemakers and leaders that empower you to use your unique voice
  • An excellent benefits and pension package, opportunities for career advancement, and a financial institution that’s leading the way in tech and innovation
  • Amazing benefits for your everyday banking, mortgages, loans and investments needs.
  • To be a part of an award-winning, inclusive and diverse employer-of-choice we have the best of the best working for Albertans.
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