Application Support Analyst
1 month ago
• 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 client.
• 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 client's relationships, systems, and knowledge.
• Understands how the client'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 client'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.
Soft Skills Required:
• Strong communication skills complemented by solid problem-solving skills
• Growth mindset with intellectual curiosity, proactiveness and passion for continuous learning
• Solid interpersonal skills with the ability to build strategic relationships and influence stakeholders
• Ability to present complex information in a simplified way to various audiences
• Demonstrated ability to complete and analyze quantitative and qualitative research
Education & Certificates:
• Bachelor’s degree and a minimum of 5+ years of relevant functional and/or technical experience
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