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    Application Support Specialist - Montreal, Canada - Axelon Services Corporation

    Axelon Services Corporation
    Axelon Services Corporation Montreal, Canada

    Found in: Talent CA C2 - 4 days ago

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    Description

    Job Title: Application Support Specialist (Hybrid)
    Location: Montreal, QC
    Hours: 8:00 a.m. - 5:00 p.m.

    Job Overview:

    • The Application Support Specialist is responsible and accountable for daily support and health of the IT production environment.
    • Such tasks include change, request, incident and problem management for the department.
    • As required, functional support and user setup may be performed.
    • The Specialist shall serve on a team which acts as the first point-of-contact (Level 1 and 2): the role will be to receive, to record, and to understand issues, to fix known issues, suggest improvements, route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor.
    • Assist the user community to resolve technical issues.
    • Coverage during weekend and off-hours are on an "as needed" basis.
    • Focus on enhancing your core skill sets, develop new skills and share your knowledge with your colleagues

    Job Responsibilities:

    • Monitoring and Supporting the day to day activities
    • Adherence 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
    • Flexible approach to working hours to meet the demands of the team. Willing to work in different day
    • To 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
    • Use business and application knowledge to investigate issues raised and assist in the production of Incident reports, which form part of the shift handover
    • 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
    • Participate to the support of the application and undertake the appropriate actions both functional and technical
    • Closely follow up all alerts and monitoring dashboards
    • Ensure excellent communication, reporting and escalation as and when needed

    IT Governance:

    • Responsible and accountable to strictly and consistently adhere to IT Governance policies and procedures Incident management

    Key Skills and Qualifications:

    • Knowledge of ITIL and Incident Management.
    • Bachelor s degree required; advanced degree considered a plus.
    • Minimum 3 years financial industry experience
    • Prior business analysis experience in an application support environment
    • Expertise in Ab Initio as an ETL Tool
    • Using, configuring and tuning industry leading ETL software tools in data intensive, large scale environment
    • Experience working on Oracle database
    • Hands-on support experience with Ab Initio using GDE, Co> Operating System and EME
    • Experience in any of the following is desired: Query> It, Conduct> It, Express> It Continuous flows, Metadata Hub
    • Hands-on experience working in Unix/Linux environment, with proficiency in UNIX shell scripting (Korn/bash shell preferred)
    • Knowledge of Blueprism application is a huge plus
    • Hands-on experience with scheduling tools, preferably , Ab Initio Control Center
    • Secondary Skill Knowledge of ACE, BRE and Command Center is huge plus
    • Good written and spoken English
    • Overall General IT knowledge is a must
    • General Banking Knowledge
    • Measure and identify areas for improving Quality and overall Delivery
    • Able to communicate efficiently
    • Good Team Player
    • French/English
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