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Application Support Analyst

2 weeks ago

Toronto, Canada Richardson Wealth Full time

Position Overview- Duties & ResponsibilitiesTriage of second and third level issues and manage those issues to resolution by working with internal teams and vendors
Identify, escalate, and manage urgent issues to internal teams and vendors
Working closely with front office, operations, head office, and trading departments
Actively participate in the PMLC (Project Management Life Cycle) and Change Management processes
Use a ticket system in order to track and manage all open issues and/or requests
Responding to and resolving tickets within internal SLA (Service Level Agreement) and ensuring responses to end clients promote customer service excellence
Communication with end users and business owners on system incidents and maintenance activities
Managing of vendor relationships to ensure they are meeting deliverables as well as ensuring they are operating within their SLA
Develop and execute implementation plans for test and production environments
Create and maintain system support guides and document processes for all systems supported by the Application Support team
Actively cross-train and knowledge share with team members
Some after hours and weekend support may be required
- Skills & Qualifications-
Excellent oral and written communication skills
Ability to manage multiple priorities
Ability to work independently as well as part of a team
Knowledge of Financial Markets an asset
Knowledge of best practices for change and incident management
Customer service oriented
Experience working with Dataphile (or similar financial back office systems)
Experience and/or knowledge of operations processing
- EducationPost Secondary degree/diploma preferably in business
CSC is an asset, but not required