Banking Product Support Analyst

Infotree Global Solutions; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

Infotree Global Solutions in Toronto is seeking an experienced Application Support professional to analyze, troubleshoot, and resolve inquiries for client service teams, business clients, and external partners, in a Hybrid work setup with four days in office.

You will collaborate with internal teams, technology partners, and development groups to investigate issues, create knowledge materials, support product readiness, and communicate status and workarounds to both technical and non-technical

Qualifications

• Bachelor's degree and at least three years of experience in an application support or client-facing support role.
• Experience in a business-to-business environment, ideally within brokerage, custody services, or financial services.
• Knowledge of digital platforms, business systems, or client-facing applications.

Responsibilities

• Provide advanced support for digital platforms by analyzing, prioritizing, troubleshooting, and resolving inquiries and incidents for client service teams and external partners.
• Collaborate with internal teams, technology partners, vendors, and development teams to investigate issues, gather requirements, drive resolution, and support adoption of digital solutions.
• Act as a trusted advisor by providing expert guidance, recommendations, and clear communications on digital platforms and support status to technical and non-technical audiences.
• Create, maintain, and improve support documentation, knowledge articles, user guides, procedures, and operational resources.

Skills

Communication skills

Root cause analysis

Documentation

Education

Bachelor's degree

Tools

Jira

Confluence

SQL

Job description

Remote working: Hybrid - 4 days in office.

Bilingualism (EN/FR): FR is an asset

Your role

Provide advanced support for digital platforms by analyzing, prioritizing, troubleshooting, and resolving inquiries, incidents, and service issues for client service teams, business clients, and external partners

Collaborate with internal teams, technology partners, vendors, and development teams to investigate issues, gather requirements, drive resolution, and support the successful adoption of digital solutions

Act as a trusted advisor by providing expert guidance, recommendations, and clear communications on digital platforms, product capabilities, support processes, issue status, workarounds, and resolutions to technical and non-technical audiences

Create, maintain, and continuously improve support documentation, knowledge articles, user guides, procedures, and operational resources to support effective service delivery and knowledge transfer

Support product and operational readiness activities, including testing, validation, incident management, service outage communications, internal and external stakeholder engagement, and new product releases

Monitor support requests, incidents, recurring issues, and user feedback to identify trends, perform root cause analysis, and recommend long-term solutions, process improvements, and enhancements to digital platforms and user experience

Maintain current knowledge of digital products, features, and industry developments to deliver effective support and contribute to the continuous improvement of services and processes

Prerequisites

• Bachelor’s degree and a minimum of three years of experience in an application support or client-facing support role.
• Experience in a business-to-business environment, ideally within brokerage, custody services, or financial services.
• Knowledge of digital platforms, business systems, or client-facing applications.
• Experience using Jira, Confluence, or SQL is considered an asset.
• Knowledge of system or application development is considered an asset.
• Availability to occasionally provide support outside regular business hours, including during product releases.