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Applications Support Analyst

2 weeks ago

Mississauga, Canada Citi Full time

**The Applications Support Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the sub-function/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.**:
***Responsibilities**:

- ** The Application Support Analyst provides technical and business support for users of Citi Applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.**:

- ** Start of day checks, continuous monitoring, and regional handover.**:

- ** Perform same day risk reconciliations**:

- ** Develop and maintain technical support documentation.**:

- ** Assess risk and impact of production issues and escalate to business and technology management in a timely manner.**:

- ** Ensures that storage and archiving procedures are in place and functioning correctly**:

- ** Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.**:

- ** Engages in post implementation analysis to ensure successful system design and functionality.**:

- ** Ensures essential procedures are followed and helps to define operating standards and processes.**:

- ** Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.**:

- ** Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.**:

- ** Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.**:

- ** Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.**:

- ** Performs other duties and functions as assigned**:
***Qualifications**:

- ** 3-5 year's experience in an Application Support role.**:

- ** Experience with some programming languages and willingness/ability to learn.**:

- ** Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.**:

- ** Issue tracking and reporting using tools**:

- ** Knowledge/ experience of problem Management Tools.**:

- ** Good all-round technical skills**:

- ** Effectively share information with other support team members and with other technology teams**:

- ** Ability to plan and organize workload**:

- ** Consistently demonstrates clear and concise written and verbal communication skills**:

- ** Ability to communicate appropriately to relevant stakeholders**,**:

- ** Ability to understand, prioritize incident and multitask in a fast paced environment.**:
**Technical Skills**:

- ** Database: Oracle/SQL extensive experience in any of the RDBMS [ Relational Database Management Systems ]**:

- ** Operating Systems: Extensive knowledge on Unix/Linux / Windows**:

- ** Programming/Scripting: Shell scripting / Perl (added advantage)**:

- ** Job Scheduler :Autosys**:

- ** Messaging Layer :MQ protocol ,Fix Protocol layer (added advantage)**:

- ** Knowledge/Experience (Essential)**:

- ** Experience in Production support or software development, preferably in banking industry**:

- ** Experience in ITIL would be beneficial**:

- ** Experience in a demanding environment, working to strict deadlines and a good multitasker.**:

- ** Experience in a service based environment would be beneficial**:

- ** Experience in analyzing and solving problems**:
**Skills**:

- ** Extensive 2-5 Yrs of good working knowledge on Unix / Linux systems**:

- ** Strong 2-4 Yrs SQL knowledge and query writing**:

- ** Strong competency of :Oracle / ORAS / / Sybase /SQL**:

- ** Autosys preferred**:

- ** UNIX shell scripting, Python / PERL will be of added advantage.**:

- ** Minimum 5 years’ experience working in a technology Application Production Support environment.**:

- ** Knowledge/experience of Incident, Problem, Change preferably on ServiceNow. Understanding of Software releases, ability to understand