Sr. IT Support Analyst - Salesforce

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$81,600 - $115,200 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Role Summary 

Hands-on L3 application and production support specialist responsible for the stability, availability, and day-to-day support of enterprise Salesforce platforms, with primary emphasis on Salesforce Marketing Cloud. The role manages incidents, problems, changes, releases, monitoring alerts, integrations, and operational documentation in a high-volume, SLA-driven environment. The successful candidate can work independently, learn unfamiliar platform capabilities quickly, and deliver effectively in a fast-paced environment under pressure. 

Key Responsibilities 

Production Support, Monitoring & Incident Management 

• Monitor production applications, scheduled processes, integrations, and alerts; identify, triage, and resolve issues to minimize business impact and downtime. 
• Own incidents through investigation, stakeholder communication, resolution, documentation, and closure while meeting established SLAs. 
• Use ITSM tools such as Jira and ServiceNow to manage incidents, problems, changes, tasks, and operational records. 
• Use monitoring and logging tools such as Splunk to investigate alerts, application behaviour, data-flow failures, and recurring issues. 
• Participate in rotational on-call and after-hours support for critical incidents, releases, and production changes. 

Salesforce Platform Administration & Support 

• Provide production support for Salesforce Marketing Cloud capabilities, including Email Studio, Journey Builder, Automation Studio, Contact Builder, campaign execution, automations, Data Extensions, triggered sends, and scheduled campaigns. 
• Administer and support platform configuration, access, security, operational controls, and production stability across applicable Salesforce products. 
• Support one or more adjacent Salesforce platforms such as Marketing Cloud Personalization, Data 360, or Loyalty Management, and develop proficiency in other portfolio platforms as needed. 
• Troubleshoot campaign, journey, automation, audience, data refresh, personalization, integration, and platform administration issues. 
• Coordinate with business, engineering, vendor, and upstream/downstream support teams to restore service and prevent repeat failures. 

Problem, Change & Release Management 

• Perform root cause analysis for recurring or high-impact incidents and drive corrective and preventive actions. 
• Prepare, review, implement, and validate production changes in accordance with change-management controls. 
• Support release readiness, implementation, post-deployment validation, and rollback or recovery activities when required. 
• Maintain runbooks, support procedures, knowledge articles, incident records, and operational documentation. 
• Follow security, data privacy, consent, audit, and regulatory requirements applicable to enterprise production support. 

Breadth & Depth

• Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others
• Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution
• Leads the support of highly complex and/or comprehensive applications/systems and/or business lines
• Identifies root causes and implements targeted and controlled remediation plans
• May administer business applications in co-ordination with appropriate stakeholders
• Reviews, participates and implements procedures
• Researches industry standards, best practices and new innovations in technology and makes recommendations
• Generally reports to a Manager or Senior Manager

Experience & Education

• Undergraduate degree or Technical Certificate
• 5-7 years relevant experience
• 4-8 years of experience in application support, production support, platform administration, or a comparable operations role. 
• Hands-on production support experience with Salesforce Marketing Cloud or a closely related Salesforce platform such as Marketing Cloud Personalization, Data 360, or Loyalty Management. 
• Practical experience with incident management and change management as part of daily BAU operations. 
• Experience working in an SLA-driven production environment and managing multiple priorities during high-pressure situations. 
• Experience with ITSM tools such as Jira and ServiceNow. 
• Experience with monitoring or logging tools such as Splunk. 
• Strong troubleshooting, problem-solving, documentation, ownership, and stakeholder communication skills. 
• Ability to work independently with minimal supervision, learn quickly, adapt to changing priorities, and take issues through to resolution. 

Preferred / Nice-to-Have Experience 

• 2-4 years of administration, management, and production support experience in one or more of the following: Marketing Cloud Personalization, Data 360, or Salesforce Loyalty Management. 
• Experience supporting Salesforce Marketing Cloud administration, security, data models, Contact Builder, journeys, automations, and campaign operations. 
• Experience supporting REST/SOAP APIs, SFTP feeds, imports/exports, integrations, or data movement between Salesforce and upstream/downstream systems. 
• Working knowledge of SQL for investigation or support of Marketing Cloud Data Extensions. 
• Exposure to Salesforce CRM / Sales Cloud, Mobile Studio, MuleSoft, Azure, CI/CD concepts, or other enterprise integration technologies. 
• Experience in a large enterprise or regulated environment; financial-services experience is an asset. 
• Informal leadership experience, including guiding team members, coordinating issue resolution, and influencing outcomes. 
• Rotational on-call and after-hours support may be required for critical incidents, releases, or production changes. 

Certification

• Salesforce Marketing Cloud Administrator or similar

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process 
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet