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Sr. IT Support Analyst - Salesforce

🗓️ Posted 2026-08-10 Toronto, Ontario, Canada Full-time On-site ICT

Company shared salary

6,800 CAD–9,600 CAD/mo (81,600 CAD–115,200 CAD/yr)

Market rate

8,500 CAD–12,000 CAD/mo (102,000 CAD–144,000 CAD/yr)

Based on similar roles (title + domain + location).

About the Company

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

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

Requirements

  • ● Undergraduate degree or Technical Certificate
  • ● years relevant experience
  • ● 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.
  • ● 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
  • ● years of administration, management, and production support experience in one or more of the following: Marketing Cloud Personalization, Data 360, or Salesforce Loyalty Management.
  • ● 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.
  • ● 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