Application Support Analyst - Toronto, Canada - Dawn InfoTek Inc.

Dawn InfoTek Inc.

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Dawn InfoTek Inc. is a professional IT consulting team that partners with major financial institutions, investment firms and government sectors. We have been dedicated to delivering cutting-edge consulting services and recruiting all levels of IT positions for our clients.

We are currently seeking competent individuals to fulfill the role of
Application Support Analyst
to join our dynamic team for our client

Location Address: 40 King Street W 11th Floor - hybrid - onsite once a week (typically on Wednesdays)

Contract Duration: 1 year

Possibility of extension -Possible

Daily responsibilities:

Act as a primary for daytoday operational and production support for the Operational Risk technology solutions by coordinating activities with global stakeholders and support teams escalate issues, lead service recovery teams, and ensure that root cause analysis is conducted.
Escalate to Senior Manager for assistance and/or escalation purposes, to quickly analyze problems and resolve escalated issues, and provide recommendations to management regarding resolution.
Manage Support mailboxes and ServiceNow ticket queue, responding to queries in a timely manner, adhering to documented Service Level Agreements (SLAs).
Manage communication with business partners and effectively communicate with the technology groups as well as users throughout the Bank.
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.
Champions a customerfocused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
Understands how the Bank's risk appetite and risk culture should be considered in daytoday activities and decisions.
Actively pursues effective and efficient operations of their respective areas, while ensuring the adequacy, adherence to and effectiveness of daytoday business controls to meet obligations concerning operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook, and the Guidelines for Business Conduct.
Champions a highperformance environment and contributes to an inclusive work environment.

Additional/Optional Responsibilities

Support any necessary data mapping and documents information flow to support specific business requirements.
Support the development and implementation of change management strategies to maximize user adoption while minimizing barriers with GOR systems.
Support the delivery of system training and knowledge transfer to user communities.
Receives direction from the Senior Manager while following Bank policies and procedures, addressing routine GOR system servicerelated matters independently, keeping management informed, and escalating problems promptly.
5+ years of working experience in
systems development techniques (e.g., Waterfall & hybrid and full Agile), including requirements/user story specification and testing methodologies.
3+ years of experience with
JIRA, and Confluence:
0-2 years of experience working with
web-based systems

including workflow process capabilities:

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):

Maintain awareness of regulatory requirements and industry best practices in operational risk.

Nice-To-Have Skills:

Fluency in Spanish is an asset
General knowledge of the Bank's operating environment and organizational structure is required.

Soft Skills Required:

Strong communication skills complemented by solid problemsolving skills
Growth mindset with intellectual curiosity, proactiveness and passion for continuous learning
Solid interpersonal skills with the ability to build strategic relationships and influence stakeholders
Ability to present complex information in a simplified way to various audiences
Demonstrated ability to complete and analyze quantitative and qualitative research

Education & Certificates: