Banking Application Support Analyst - providing analysis and second level support on client issues, technical issues, system/web site outages 95688-1

Application Support Analyst

Line of Business: Capital Market Risk (CM Risk)

Target Start Date: ASAP

Duration: 6 months

Remote/Hybrid: Hybrid

- Core day(s)? Tuesday or Thursday

- Additional Friday per month? Yes, second Friday of the month

Office Location: 81 Bay 19th Floor

Responsibilities:

You will be responsible for providing analysis and second level support on client issues, technical issues, system/web site outages and questions from all Internal and External application by maintaining, prioritization and addressing to respective The Bank's Technology groups and Vendors. You will also be responsible for maintaining the production applications and day-to-day operational activities, manage escalations and modify established procedures / approaches to suit specific situations including 24 x 7 support and coordination of recovery efforts.

How You’ll Succeed

Production Support - Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs. Manage issue logs and Contact Centre requests. Design and implement solutions to prevent recurrence with the end goal of ensuring clients satisfaction.

Partnership - Work as a regular liaison with business partners, technology partners, senior management team, internal and external clients. Ensure internal clients are well-informed of the team mandate and nature, including relevant policies and legislation changes. Promote and support the concepts, products and services of the Channel Support area.

Projects Delivery - Act as subject matter expert in the assessment of impacts for planned system changes and projects, ensuring compliance with relevant organization standards (Business, Continuity, Security, Compliance, and Privacy); develop and maintain productive relationships with Technology, QA, Project team and others. Research, analyze and support the development and implementation of new and/or revised policies, procedures and standards. Investigate, analyze and provide recommendations on issues and system outages.

• Coordinate and/or execute implementation plans for new medium to highly complex application and maintenance updates.

• Coordinate testing and validation with business users.

• Development of modules, support for conversion of data, job scheduling, unit/integration testing, business process documentation, development of training materials, and delivery of end user training.

• Evaluate service requests to ensure adherence to standards and processes, identifying inconsistencies, analyzing potential impact and taking appropriate action.

• Gather requirements, design, configure, code, test and resolve issues in a development and production support environment.

• Identify and resolve medium to highly complex production problems for support of applications. Identify root cause and defining actions to eliminate recurrence.

• Monitor and analyze supported services to identify opportunities for improvement and recommends solutions.

• Prepare detailed functional specifications for the development of custom reports, enhancements, interfaces, conversions, and forms.

• Translate business requirements into configurations and interface specifications.

Must Have Requirement:

- Experience with Feedhub and Autosys

- 3-4+ years in Application Production Support

- Unix (KSH) and Windows PowerShell scripting

- ServiceNow for incident and change management

- Client-facing experience

- Understanding of cloud platforms (Azure, AWS, Google Cloud)

Nice to Have:

- Jira (no-code scripting)

- Confluence

- Agile methodology exposure

Education/Experience:

• Bachelor’s degree in Computer Science or a related field.

• Interpersonal Relationships--Knowledge of approaches, tools and techniques for working with individuals and groups in a constructive and collaborative manner.

• IT Environment--Knowledge of organization's total information technology (it) environment.

• Knowledge and utilization of production scheduling, control procedures and maintaining of processing service deliverables.

• Knowledge of activities, tasks, practices, deliverables and techniques for implementing new or enhanced applications into a production environment.

• Knowledge of and experience with defining, implementing changes to, and supporting a production application.

• Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems.

• Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.

• Strong knowledge of design techniques and data integration principles.

• Understanding of SDLC methodologies.

• Ability to manage multiple concurrent objectives, projects, groups or activities. Effective judgment in prioritizing and time allocation.