Application Support Analyst - Halifax, GFT

WHAT IS THE OPPORTUNITY?

Global Functions Technology (GFT) is part of RBCs Technology and Operations division. GFTs impact is far-reaching as we collaborate with partners from across the company to deliver innovative and transformative IT solutions. Our clients represent Risk, Finance, HR, CAO, Audit, Legal, Compliance, Financial Crime, Capital Markets, Personal and Commercial Banking and Wealth Management. We also lead the development of digital tools and platforms to enhance collaboration. The role will help to support various Finance and Audit (FIAT) applications as well as assist with critical metrics reporting and trend analysis, both tactical and strategic.

WHAT WILL YOU DO?

• Investigate, resolve, and report on low and medium complexity technical issues
• Work with Business clients to understand priorities and impact of their issues, and provide timely and accurate status of critical systems processes to management and end-users
• Learn multiple applications and technologies and how they interact, and provide cross-function support accordingly, and ensure compliance with SLA metrics as agreed to with Business and expected by the Enterprise
• Administrate support tickets and work closely with vendors when additional support and learning is required (i.e., for vendor-developed applications)
• Work closely with FIAT Application Custodians to understand the drivers behind their KPIs, and share potential issues and improvement opportunities across the team (Continuous Improvement)
• Help enforce and improve the FIAT Support Framework (a key differentiator at RBC) by creating and modifying processes and procedures, producing various reports and metrics, and providing daily dashboards and other information.
• Help track critical artifacts such as OLA and SLA documents, communication templates, Post Incident reviews
• Help to produce presentations and reports for the Senior Management Team (SMT), often working directly with them if required, and help create and present metrics and other information to the FIAT Application Custodians on a regular basis

WHAT DO YOU NEED TO SUCCEED?

Must have:

• 3+ years of experience in application support and/or development with a continuous improvement focus
• A good understanding of statistics and trend analysis, strong Math skills
• Strong MS Office skills, particularly with Excel, PowerPoint, and Access. VBA knowledge is a definite asset
• The ability to work under pressure and with aggressive deadlines, and at times work outside of normal Business hours
• Strong analytical skills and strong communication skills, comfortable speaking with and working with senior staff

Nice-to-have:

• Experience with ServiceNow
• An understanding of SRE concepts and/or the ITIL methodology and its best practices re application support (service management)
• VBA experience

Whats in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• A world-class training program in financial services
• Flexible work/life balance options
• Opportunities to do challenging work

#LI-Hybrid

#LI-POST

#TechPJ

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