Application Support Analyst

Application Support Analyst

12M contract (Potential of extension after 12 months / conversion)

Montréal QC H3A 2A6 (Hybrid 50% REMOTE)

Mission and objectives :

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

Main 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

Requirements

Training and occupational experience

• 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

Essential Specific Requirements

• Database skills (MS SQL)
• Windows servers experience
• 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.

Skills and Behaviors

• Knowledge of cash settlement process
• Good organizational skills
• Experience and / or knowledge of IT infrastructure implementation projects
• Experience in software implementation
• Professional attitude and good interpersonal behavior
• Autonomy and adaptability; must be able to take initiative and be proactive
• Team player skills
• Project Management skills a plus
• Fluent in English; French a plus
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