Senior Application Support Analyst

Job Opportunity

Partners across IT and with technology vendors to assess, research, and analyze business, technical and system needs in order to resolve business systems issues by implementing technology solutions that meet sponsor/stakeholder demands. Context is production support for vendor-developed applications that have been brought under the Application Support & Maintenance Umbrella.

What will you do?

• Provide high quality customer service and effective technical triaging skills to ensure highest levels of customer satisfaction within service level targets.
• Communication (including asking good questions and listening)
• Thoroughness with attention to Detail
• Willingness to learn about Wealth Management and business/ops processes
• Documentation, Troubleshooting, and solutioning
• Support continuous service improvements through gap analysis, trending and coordination of various critical processes.
• Meet various business and compliance related initiative and project deadlines as needed.
• Conduct daily activities for production support to ensure timely and effective completion of service requests and incident tickets.
• Conduct daily activities for production maintenance to remediate vulnerabilities, update applications, certificates, and keep applications compliant with RBC standards.
• Assist custodians during major incidents and resolution.
• Cross-train across other applications in the Vendor Apps portfolio.
• Communicate with Vendors corresponding to SLA performance and compliance.
• Maintain hands-on troubleshooting knowledge of multiple platforms, including SQL databases, current Windows-hosted infrastructure, and integrations with internal and vendor applications.
• Ensure App Health by each market open

What do you need to succeed?

Must Have

• 3+ years providing technical support for production applications (Wealth Management applications preferred)
• Post-secondary education or equivalent
• Familiarity with: ServiceNow or similar ITIL/ITSM platforms

Nice to Have

• Experience working with the following technologies: Windows, Java, MSSQL,.NET
• Experience in Vendor Management or Relationship Management
• Experience in project coordination or project management

What's 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
• Flexible work/life balance options
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities
• Access to a variety of job opportunities across business and geographies WMUS