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    Information Technology Application Support Analyst - Toronto, ON, Canada - Tundra Technical Solutions Inc.

    Tundra Technical Solutions Inc.
    Tundra Technical Solutions Inc. Toronto, ON, Canada

    1 week ago

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    Description

    Contributes to the overall success of Global Operational Risk (GOR) ensuring specific individual goals, plans, and initiatives are executed/delivered to support the team's business strategies and objectives.

    This role ensures that all activities conducted comply with governing regulations, internal policies, and procedures.
    Operational Risk Program

    Operational Risk Program – part of Global Risk Management – within it is the enterprise risk team, this team is part of it; work on any programs that touch globally across the Bank; this specific team's role enables programs within the operational risk program eg.

    new initiatives, key risk indicators, operational loss events – for these programs, the team manages systems and development and reporting.

    The successful candidate will manage and maintain the currency of all issues which have been assigned for any application within GOR, in a manner that provides high-quality customer service to its clients.

    Act as a primary for day-to-day 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.

    Support the design and manage administrative documentation and procedures for user access & application support. Ensure internal support processes are understood, documented, validated, updated & communicated to key stakeholders.

    Manage Support mailboxes and ServiceNow ticket queue, responding to queries in a timely manner, adhering to documented Service Level Agreements (SLAs).

    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.

    Understands how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.

    Actively pursues effective and efficient operations of their respective areas, while 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, 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 high-performance environment and contributes to an inclusive work environment.
    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 service-related 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.

    0-2 years of experience working with web-based systems. Ability to troubleshoot application issues over email, phone, chat, etc. and communicate technical concepts to non-technical users.
    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., Maintain awareness of regulatory requirements and industry best practices in operational risk.

    Fluency in Spanish is an asset
    Experience with Operational Risk platforms and methodologies, and their application in judicious decision-making, is strongly desired.
    Strong communication skills complemented by solid problem-solving skills
    Solid interpersonal skills with the ability to build strategic relationships and influence stakeholders
    Bachelor's degree and a minimum of 5+ years of relevant functional and/or technical experience

    The ideal candidate would have the application support experience and be willing to take initiative and be able to quickly translate the issues from the end-user to solutions to the business team.

    2 Rounds of interviews – 1st round with Hiring manager and HM's manager– Video call Ms teams 30 mins – Talk about work experience and get to know 2nd round – Hiring manager and Director – Video call Ms teams 30 mins- Talk about experience and behavioral questions
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