Senior Application Support Analyst, 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.

We believe that innovation should drive all that we do, in challenging assumptions and being big and bold with our ideas. We support our people in developing the technical, business and professional skills needed to be successful. You will work with partners from across the company, participate in networking events, and have access to a wide variety of supports including mentorship. You will work directly with leaders who believe in celebrating successes and sharing learnings with other teams to promote progress.

As the Senior Application Support Analyst, you will be responsible for maintenance and support of multiple Windows and Linux applications in Finance and Audit IT. You will partner across IT, assigned business lines and 3rd party vendor, to analyze issues and technical system needs in order to resolve business issues and provide business solutions. You will have opportunities to work on critical RBC applications.

What will you do?

Investigate, resolve, and report on medium to highly complex technical issues requiring business application understanding. Work closely with business clients to understand priorities and impact and provide timely and accurate reports to management and end-users on status of critical systems processes.
Proactively identify and act on emerging issues (and works with Development teams) to resolve them in the short and long term. Many of these issues require rapid response and the ability to synthesize multiple technical factors quickly in order to arrive at a workaround or solution within hours and is able to learn about multiple applications and technologies and how they interact in order to provide cross-function support. An understanding of how legacy and emerging technologies integrate is required.
Make recommendations on process improvements and enhances system and support documentation. Collaborate effectively with the development and SRE teams by identifying defects and opportunities for efficiencies through automation and enhancements. Ensure compliance with SLA metrics as agreed with business and lead support-based initiatives of various complexity.
Actively participate in Agile development projects to represent the interests of maintaining Production application stability and adhering to Production readiness standards. Your participation would ensure that projects follow RBC standards for security and audit, supporting System Integration testing, and supporting code promotions and development effort.
Work on IT Risk deliverables: participate in DR exercise, help in DR planning and design; interacting with various auditors and make sure that applications function according to published RBC IT Risk Standards. Raise support tickets and work closely with vendors when additional support and learning is required for vendor developed applications.
Provide direction, expertise, feedback, coaching, and development to build the capabilities of more junior staff. Perform some of the above responsibilities after hours and on weekends on a rotational basis.

What do you need to succeed?

Must-Have:

• 5+ years of experience in a 24*7 production support role and supporting multiple applications
• 5+ years of experience in Windows & Linux technology platform, Hadoop, Hive, MSSQL & Oracle Server, Shell & SQL scripts.
• Strong analytical skill set and strong communication skills. Be able to communicate effectively in both technical and business terms.
• Ability to work independently, apply critical and strategic thinking to issues, and manage deadlines while multi-tasking amongst different priorities.
• Have working knowledge of ITIL Standards, Methodologies, SDLC, & audit requirements.
• Experience working with teams across various geographies and is familiar and comfortable with Change Management activities.
• BS / Computer Science degree or equivalent.

Nice-to-have:

• Experience with Zeke scheduler & kdb+
• Java, Scala, Powershell and Python experience
• Working experience with ServiceNow Tool
• Understanding of SRE concepts
• Knowledge about IFRS17 standards
• Experience in supporting IBM datastage applications

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

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