MISSION AND OBJECTIVES
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.
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 applicationsTesting and deployment of updates and enhancementsWork with development community for release prioritizationEnsure that requests for change adhere to Group and Department PoliciesAvailable for after-hours and / or weekend change activities, when necessaryReporting & 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-releaseRegular reporting to line manager for prioritization and escalationConduct and participate in meetings with related communitiesPerform control result analysis and reporting and take up corrective actions as neededAs required, take up project management responsibilities for special projectsREQUIREMENTS
TRAINING AND OCCUPATIONAL EXPERIENCE
5 or more years of professional experience as an Functional Support Analyst and / or similar roleExperience in Cash management / Settlement systems / Wire transfer processesUnderstanding of Treasury OperationTreasury System (Integrity FIS) experience preferred, but not mandatoryESSENTIAL SPECIFIC REQUIREMENTS
Database skills (MS SQL)Windows servers experienceSWIFT Payment processing, a plusUnix / Linux hands on experience with knowledge of day to day commands, a plusStrong analytical and problem solving skills.SKILLS AND BEHAVIOURSKnowledge of cash settlement processGood organizational skillsExperience and / or knowledge of IT infrastructure implementation projectsExperience in software implementationProfessional attitude and good interpersonal behaviorAutonomy and adaptability; must be able to take initiative and be proactiveTeam player skillsProject Management skills a plusFluent in English; French a plusThe "must” have are :
5 years' experience in Client roleUnix / Linux hands on experience with knowledge of day to day commandsExperience in Cash management / Settlement systems / Wire transfer processesStrong knowledge with Database skills (MS SQL)Windows servers experienceSWIFT Payment processing knowledgeOn-site 50% of the time including on Mondays or Fridays and as of January 2025, 3 days a week.Possibility to be "on call” sometime, weekend schedule (on rotation) and work hours between 7 : 30AM and 7 : 30PM (divided in 3 shifts)