Application Support Analyst

1 month ago

Toronto, Canada Dawn InfoTek Inc. Full time

Dawn InfoTek Inc. is a professional IT consulting team that partners with major financial institutions, investment firms and government sectors. We have been dedicated to delivering cutting-edge consulting services and recruiting all levels of IT positions for our clients.

We are currently seeking competent individuals to fulfill the role of **Application Support Analyst** **t**o join our dynamic team for our client

Location Address: 40 King Street W 11th Floor - hybrid - onsite once a week (typically on Wednesdays)
Contract Duration: 1 year
Possibility of extension -Possible

**Daily responsibilities**:

- 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.
- 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 Bank.
- 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 Bank relationships, systems, and knowledge.
- Understands how the Bank’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.
- 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.**:

- 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 Bank’s operating environment and organizational structure is required.

**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

**Job Types**: Full-time, Fixed term contract

Pay: $20.00-$25.00 per hour

Work Location: Hybrid remote in Toronto, ON M5H 0B4

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