Application Production Support

3 weeks ago

Québec, Canada BNP Paribas Full time

APPLICATION PRODUCTION SUPPORT (JOB NUMBER: IT-100424-001-MN)

In a changing world, unprecedented challenges require unmatched talent. Join one of Montreal's Top Employers in 2024. We are a dynamic and growing organization having its main establishment located in downtown Montreal and part of a leading international banking institution fully committed to building a more sustainable future. Note that the position may be in the Canadian Branch of BNP Paribas or in one of its subsidiaries based in Montreal.

**The position at a glance**

The working hours for this position are the following: Afternoon, 12:00pm to 8:00pm in summer, 11:00am to 7:00pm in winter, Monday to Friday, rotational shift on Sunday.

**In detail**
- Monitor and support the day to day activities
- Adhere to documented procedural standards
- Fully responsible for key activities within the agreed SLA and ITIL process.
- Escalate issues that cannot be resolved, in a timely manner
- Have a strong Customer Focus in order to provide a professional support service to clients
- Assist with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk
- Maintain Knowledge base and share experience with support team members
- Resolve user queries/requests
- Ensure issues are identified, tracked, reported on and resolved in a timely manner
- Perform level 1 support and complex analysis of reported issues, and evaluate alternative business solutions and workarounds to minimize the impacts
- Understand the database concepts and provide extractions to users whenever required
- Closely follow up all alerts and monitoring dashboards
- Ensure excellent communication, reporting and escalation as and when needed
- Responsible and accountable to strictly and consistently adhere to CIB2S IT Governance policies and procedures - Incident management

**The strengths and skills that will help you succeed**
- Knowledge of ITIL and Incident Management.
- Bachelor’s degree required; IT/Computer Science Engineering
- Experience with PL/SQL developer, Sybase ASE, Sybase IQ, UNIX (shell scripting, ability to analyze existing scripts)
- Familiarity with Autosys
- Prior experience creating procedures
- Overall General IT knowledge is a must
- Must have worked on Collecting Metrics & Analyzing the request/tickets
- Measure and identify areas for improving Quality and overall Delivery
- Able to communicate efficiently
- Good Team Player
- Knowledge of the English language is required

**What’s in it for you**

In addition to competitive compensation, we offer flexible benefits including a family and spouse insurance program, a defined contribution pension plan and paid days for volunteering. Hybrid work arrangements, such as remote working up to 50% and flexible working hours are available for most positions. BNP Paribas provides excellent training and personal development programs, as well as opportunities for career development within the company and internationally.

To find out more about our range of benefits, click here

**What you need to know**
- You must be legally eligible to work in the Greater Montreal area and, if applicable, hold a valid work or study permit. Physical presence in BNP Paribas’ office(s) is an essential function of this position;
- Given the vast majority of our clients, both internal and external, are based outside of Quebec and Canada, specific language requirements may apply. These will be clearly mentioned in the qualifications of the position;

**Diversity, Equity and Inclusion (DE&I) at the heart of our commitments**

At BNP Paribas all employees are on an equal footing allowing us to create a work environment that values and respects people for their talents, skills and competences.

BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, and other protected status (_Employment Equity Act_ and _Canadian Human Right Act_).

To learn more about our DE&I commitments, click here

**About us**

BNP Paribas is the top bank in the European Union and a major international banking establishment. Present in 63 countries, with more than 180,000 employees, the bank holds key positions in several areas of banking and financial services.

BNP Paribas’ mission is to contribute to a responsible and sustainable economy by financing and advising its clients according to the highest ethical standards, while striving to respond to essential concerns in terms of the environment, regional development and social inclusion.

Since 1961, BNP Paribas has supported large Canadian companies and institutions in their business development by offering a full range of specialized financial services and investment products.

With over 1,400 employees, BNP Paribas in Canada continues to attract experts from diverse fields as well as ambitious young talent from around the world. We are proud to offer our employees a rewarding

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