Application Support Analyst

Job title:

Application Support Analyst

Company

LanceSoft

Job description

Application Support Analyst – 3
Location Address: 40 King Street W 11th Floor – hybrid – onsite once a week (typically on Wednesdays)
Contract Duration: 1 year
Number of Positions: 1
Need to have the ability to occasionally work outside traditional business hours and weekends to support weekend changes/releases based on involvement in the application change/release deployment process.Candidate Value Proposition:
The successful candidate would be exposed to several different groups/stakeholders within the bank allowing them to be working in a highly visible role. The opportunity to grow within the bank globally presents itself through the partnership between the different groups the candidate will collaborate with.Typical Day in Role:

• Act as a primary for day-to-day operational and production support for the Operational Risk technology solutions by coordinating activities with global stakeholders and support teams – escalate issues, lead service recovery teams, and ensure that root cause analysis is conducted.
• Escalate to Senior Manager for assistance and/or escalation purposes, to quickly analyze problems and resolve escalated issues, and provide recommendations to management regarding resolution.
• Support the design and manage administrative documentation and procedures for user access & application support. Ensure internal support processes are understood, documented, validated, updated & communicated to key stakeholders.
• Manage Support mailboxes and ServiceNow ticket queue, responding to queries in a timely manner, adhering to documented Service Level Agreements (SLAs).
• Manage communication with business partners and effectively communicate with the technology groups as well as users throughout the Bank.
• Under the direction of the Senior Manager provide support in the delivery of Operational Risk technology solutions that meet business objectives, enabling users to perform system activities effectively and efficiently.
• Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of their respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations concerning operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook, and the Guidelines for Business Conduct.
• Champions a high-performance environment and contributes to an inclusive work environment.
• Additional/Optional Responsibilities
• Support any necessary data mapping and documents information flow to support specific business requirements.
• Support the development and implementation of change management strategies to maximize user adoption while minimizing barriers with GOR systems.
• Support the delivery of system training and knowledge transfer to user communities.
• Receives direction from the Senior Manager while following Bank policies and procedures, addressing routine GOR system service-related matters independently, keeping management informed, and escalating problems promptly.

Candidate Requirements/Must Have Skills:

• 5+ years of working experience in systems development techniques (e.g., Waterfall & hybrid and full Agile), including requirements/user story specification and testing methodologies.
• 3+ years of experience with JIRA, and Confluence
• 0-2 years of experience working with web-based systems. including workflow process capabilities.
• Ability to troubleshoot application issues over email, phone, chat, etc. and communicate technical concepts to non-technical users.
• Working knowledge of Microsoft Office productivity tools e.g., Excel, Word, PowerPoint, etc. Intermediate to advanced skills in the use of MS Excel (macros; formulas), mapping & flow chart software tools (e.g., MS Visio)
• Maintain awareness of regulatory requirements and industry best practices in operational risk.

Nice-To-Have Skills:

• Fluency in Spanish is an asset
• General knowledge of the Bank’s operating environment and organizational structure is required.
• Experience with Operational Risk platforms and methodologies, and their application in judicious decision-making, is strongly desired.

Education & Certificates:

• Bachelor’s degree and a minimum of 5+ years of relevant functional and/or technical experience

Best VS. Average Candidate:
The ideal candidate would have the application support experience and be willing to take initiative and be able to quickly translate the issues from the end-user to solutions to the business team. The ideal candidate would always resolve issues within the given SLA and would be an enthusiastic individual, curious to learn more about their role.

Expected salary

Location

Toronto, ON

Job date

Sat, 13 Apr 2024 07:07:06 GMT

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