Functional Support Analyst

Job Role : Functional Support Analyst (Hybrid)

Location : Montreal, QC

Job Description :

The Client Analyst ( Support Analyst ) is responsible and accountable for daily support and health of the production environment for multiple applications in ALMT Client.

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.

RESPONSIBILITIES :

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
• Testing and deployment of updates and enhancements
• 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

Qualifications :

• 5 or more years of professional experience as an Functional Support Analyst and / or similar role
• Experience in Cash management / Settlement systems / Wire transfer processes
• Understanding of Treasury Operation
• Treasury System (Integrity FIS) experience preferred, but not mandatory
• Database skills (MS SQL) required
• Windows servers experience required
• SWIFT Payment processing, a plus
• Unix / Linux hands on experience with knowledge of day to day commands, a plus
• Strong analytical and problem solving skills.
• Knowledge of cash settlement process
• Good organizational skills
• Experience and / or knowledge of IT infrastructure implementation projects
• Experience in software implementation
• Project Management skills a plus
• Fluent in English; French a plus
Il y a 11 heures