Application Support Analyst

Job Title: Application Support Analyst

Duration: 12 Months

Location: Montreal, QC

Job Description:

The position at a glance

The APS Analyst (“Analyst”) is responsible and accountable for daily support and health of the production environment for multiple applications in the APS Functions portfolio.

Such tasks include change, user request, incident, and problem management for the department. As required, functional support and user setup may be performed.

The Analyst shall serve on a team which acts as the first point-of-contact (Level 1 and 2):

the role will be to receive, to record, and to understand issues, to fix known issues, suggest improvements, route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor. Assist the user community to resolve technical issues. Coverage during weekend and off-hours are on an "as needed" basis.

The position will be required to work off normal working hours.

In detail

Level 1 and 2 Support

• Active monitoring of production activities
• Perform remediation steps when required
• Interface with external IT communities to resolve incidents
• Work with development community for Level 3 incident escalations
• Log work and effort in support tracking application and work with team and management to reduce recurring issues
• Available for after-hours support activities, when necessary

Change and Request Management

• Responsible and accountable for changes to the production environment for NAR applications
• Work with development community for release prioritization
• Ensure that requests for change adhere to Group and Department Policies
• Available for after-hours and/or weekend change activities, when necessary

Reporting & Special Projects

• Participate in project elaboration phases to ensure application production team is aware of upcoming changes, and the team has required skills for supporting changes post-release
• Regular reporting to line manager for prioritization and escalation
• Conduct and participate in meetings with related communities
• Perform control result analysis and reporting and take up corrective actions as needed
• As required, take up project management responsibilities for special projects

Staff supervision/ Organizational Structure:

Work conditions: This position provides for standard working conditions in an office and a normal work schedule from Monday to Friday. This position requires little travel.

The strengths and skills that will help you succeed

TRAINING AND OCCUPATIONAL EXPERIENCE

• Support role experience required ( >5 years’ experience)

• Experience in Banking / Financial sector preferred

• Knowledge Core Banking applications and/or data warehousing preferred

• DevOps knowledge will be an advantage

ESSENTIAL SPECIFIC REQUIREMENTS

• Strong database skills (Oracle, MS SQL)

• Unix/Linux hands on experience with knowledge of day to day commands

• Scripting experience (Shell, powershell, …_)

• Scheduling tools (Autosys)

• Monitoring tools (Sysload, Geneos)

• Collaboration Frameworks (SharePoint)

• File transfer protocols

• Prior experience in a banking environment will be an advantage

SKILLS AND BEHAVIOURS

• Strong communication skills (written and verbal)

• Good organizational skills

• Basic office software literacy (Microsoft Office, etc.)

• Professional attitude and good interpersonal behavior

• Autonomy and adaptability; must be able to take initiative and be proactive

• Global financial products knowledge, a plus

• Project management skills, a plus