Application Support Analyst

TalentBurst; Montreal; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Application Support Analyst to join their dynamic team. This role involves monitoring payment transactions, managing incidents, and providing exceptional support in a hybrid work environment. The ideal candidate will possess strong communication skills and a proactive approach to problem-solving. With a focus on Cash Management and SWIFT, this position offers an exciting opportunity to contribute to critical banking operations while working with a supportive team. If you thrive in a fast-paced environment and are ready to take on challenges, this role is perfect for you.

Qualifications

• 2 to 5 years' experience in IT or Application Support, banking operations.
• Strong asset: background on Cash Management and/or SWIFT.

Responsibilities

• Monitor payment transactions and European Instant Payments effectively.
• Coordinate incidents and ensure timely follow-up with stakeholders.

Skills

Communication Skills

Problem-Solving

Analytical Skills

Client Focus

Stress Resistance

Education

Bachelor in IT

Bachelor in Business Administration

Tools

JIRA

Service Now

Job description

Job Title: Application Support Analyst (With SWIFT and Cash Management transaction)
Duration: 12+ Months Contract (With Possibility of extension)
Location: Montreal QC (Hybrid)

Working hours: 11.30AM to 19.30PM during the week. Weekend shifts are required (every 2 weekends at the beginning).

MAIN RESPONSIBILITIES
Ensure the functional monitoring of SUPERVISION MONETIQUE (Payment Card transactions monitoring) and European Instant Payments:

1. Follow working instructions for the monitoring tasks
2. Use the monitoring tools required for the activities
3. Based on the working instructions, detect alerts and advise the incident manager of the team in a timely manner for further analysis.

Ensure the functional monitoring of SWIFT, Cash Management and banking services assets:

1. Follow working instructions on the different activities
2. Use the monitoring tools required for the activities
3. Based on the working instructions, analyze abnormal trends in business activity, identify gaps in the process with the expected operations and report incidents to the level 2 teams.

Perform weekend shifts in an autonomous way: effective monitoring and incident management, support on IT changes.
Incident management: coordinate and monitor incidents:

1. Identify, contact and coordinate key stakeholders to work on incidents and restore the service
2. Monitor crisis calls in case of major incident
3. Ensure the follow-up of the incidents to the different stakeholders and to the management.

KEY SKILLS AND QUALIFICATIONS
In addition to a combination of basic technical and functional skills, the candidate should demonstrate excellent communication and interpersonal skills.
She/He/They must have a genuine willingness to handle and manage tasks with a high level of autonomy and alertness and be able to take initiatives. The team is always available to help.

TRAINING AND OCCUPATIONAL EXPERIENCE

1. 2 to 5 years' experience in the fields of IT or Application Support, banking operations/client service or Client Management (call-center…), functional monitoring.
2. A background on Cash Management and/or SWIFT would be considered a strong asset
3. University degree, preferably Bachelor in IT or Business Administration is a plus for the job.

TECHNICAL SKILLS

1. Knowledge of ticketing tools (like JIRA, Service Now…)
2. Basic knowledge of Information Systems and Technical/Functional architecture
3. Knowledge of financial messaging standards (SWIFT MT/MX…) is a plus.
4. Knowledge of the European financial standards (SEPA, SCT, SDD, Instant Payments, Market Infrastructures)
5. Decisive:
   1. Knowing the organizational processes of BNP PARIBAS (or at least the internal organization of a bank)
   2. Knowing the SWIFT and Cash Management Payment infrastructures on the market and at BNP PARIBAS
   3. Being able to manage functional and technical incidents based on standard processes
   4. Knowing about the corporate clients' channels (if possible from BNP PARIBAS)
   5. Having a past experience in monitoring end-to-end financial flows

SOFT SKILLS

1. Strong communication skills (writing and oral) in English and in French if possible
2. Client focus: Ability to analyze and understand internal business users and to bring them support
3. Analytical and information structuring skills
4. Troubleshooting: be able to take initiatives and problem-solving
5. Stress resistance: responsiveness and capacity to prioritize your actions
6. Rigorous and accurate
7. Ability to collaborate (strong team player)
8. Languages: French recommended and fluent in English

AVAILABILITY

1. The team is part of a follow-the-sun model that is based on European activities:
   1. The team members are requested to work several weekends per year (around 16 weekends per year) and during public holidays. You get days off for each worked weekend or worked public holiday
   2. During the week, the team members work in staggered hours (11:30AM – 07:30PM).