Application Support Specialist

2 months ago

Old Toronto, Ontario, Canada Nexus Systems Group Inc. Full time

Job Summary:

Nexus Systems Group Inc. is seeking an experienced Application Support Specialist to join our team. As an Application Support Specialist, you will play a critical role in ensuring the smooth operation of our Operational Risk technology solutions.

Key Responsibilities:

  1. Operational Risk Support: Provide primary day-to-day operational and production support for our Operational Risk technology solutions, coordinating activities with global stakeholders and support teams to escalate issues, lead service recovery teams, and conduct root cause analysis.
  2. Issue Escalation: Escalate issues to Senior Manager for assistance and/or escalation purposes, quickly analyze problems, and resolve escalated issues, providing recommendations to management regarding resolution.
  3. Documentation and Procedures: Support the design and manage administrative documentation and procedures for user access & application support, ensuring internal support processes are understood, documented, validated, updated & communicated to key stakeholders.
  4. Support Mailboxes and ServiceNow: Manage Support mailboxes and ServiceNow ticket queue, responding to queries in a timely manner, adhering to documented Service Level Agreements (SLAs).
  5. Communication and Collaboration: Manage communication with business partners and effectively communicate with technology groups as well as users throughout the client.
  6. Operational Risk Technology Solutions: 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.
  7. Culture and Risk Awareness: Champion a customer-focused culture to deepen client relationships and leverage broader client's relationships, systems, and knowledge, understanding how the client's risk appetite and risk culture should be considered in day-to-day activities and decisions.
  8. Operational Efficiency: Actively pursue effective and efficient operations of their respective areas, 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.
  9. High-Performance Environment: Champion a high-performance environment and contribute to an inclusive work environment.

Additional Responsibilities:

  1. Data Mapping and Documentation: Support any necessary data mapping and documents information flow to support specific business requirements.
  2. Change Management: Support the development and implementation of change management strategies to maximize user adoption while minimizing barriers with GOR systems.
  3. System Training and Knowledge Transfer: Support the delivery of system training and knowledge transfer to user communities.
  4. GOR System Service: 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:

  1. Systems Development Experience: 5+ years of working experience in systems development techniques (e.g., Waterfall & hybrid and full Agile), including requirements/user story specification and testing methodologies.
  2. JIRA and Confluence Experience: 3+ years of experience with JIRA, and Confluence.
  3. Web-Based Systems Experience: 0-2 years of experience working with web-based systems, including workflow process capabilities.
  4. Troubleshooting and Communication: Ability to troubleshoot application issues over email, phone, chat, etc. and communicate technical concepts to non-technical users.
  5. Microsoft Office Skills: 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).
  6. Regulatory Awareness: Maintain awareness of regulatory requirements and industry best practices in operational risk.

Nice-to-Have Skills:

  1. Language Skills: Fluency in Spanish is an asset.
  2. Client Knowledge: General knowledge of the client's operating environment and organizational structure is required.
  3. Operational Risk Platforms: Experience with Operational Risk platforms and methodologies, and their application in judicious decision-making, is strongly desired.

Soft Skills:

  1. Communication and Problem-Solving: Strong communication skills complemented by solid problem-solving skills.
  2. Growth Mindset: Growth mindset with intellectual curiosity, proactiveness and passion for continuous learning.
  3. Interpersonal Skills: Solid interpersonal skills with the ability to build strategic relationships and influence stakeholders.
  4. Information Presentation: Ability to present complex information in a simplified way to various audiences.
  5. Research and Analysis: Demonstrated ability to complete and analyze quantitative and qualitative research.

Education and Certificates:

  1. Education: Bachelor's degree and a minimum of 5+ years of relevant functional and/or technical experience.

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