CRM Support Analyst

RBC; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

RBC in Toronto seeks a CRM Support Analyst to enable production services for CRM and GIB applications. You will support front-office users globally, manage releases, coordinate with developers and external vendors, and help drive DevOps practices.

Requires 3+ years in Production Services, ITIL practices, and strong collaboration, with a background in capital markets or investment banking. BSc or equivalent is required.

Qualifications

• Supports and manages global enterprise-wide platforms.
• Experience with 24x7 coverage across regions.
• Exposure to capital markets or investment banking.
• Familiar with ITIL Incident, Problem and Change Management.

Responsibilities

• Provide user-facing front office production support for local and remote users.
• Manage releases and coordinate bugs/enhancements with internal development and external vendors.
• Work with Change the Bank team on collaborative agile development.
• Create documentation in Confluence runbooks.

Skills

Global enterprise platforms

24x7 coverage

Capital Markets experience

ITIL Incident/Problem/Change Mgmt

Unix/Linux scripting (Perl/Bash/Python

SQL/Relational databases

Leadership & collaboration

Documentation in Confluence/Jira

DevOps/CI-CD concepts

Education

Bachelor of Science or equivalent

Tools

BMC Control-M

Airflow

Autosys

CI/CD tools (GitHub, Jenkins)

Tableau/Power BI

Docker/Kubernetes

IT monitoring tools (ITRS Geneos)

AppDynamics/Dynatrace

Snowflake/Data bricks

Job description

What is the opportunity?

The Production & Risk Services group is looking for a CRM Support Analyst to help support and drive the operations of a group of complex Client Technology applications. This is an exciting opportunity to join a rapidly growing team supporting a stable but growing business at a major North American Bank.

• Client (CRM) & Banking Productions Services support role is in Toronto (200 Bay St) is a critical role which requires good business acumen to be able to work with the business from various LOBs along with strong technical understanding to support our customer relationship management (CRM) systems and as well as supporting the various applications used by GIB (Global Investment Banking).
• Client (CRM) & Banking Productions Services lead role ensures operational effectiveness and compliance in supporting our Global business. This role owns and leads the functional aspect of production & risk services for CRM and applications used by GIB.
• This role will work in conjunction with the various regional lead other the world in ensure we provide the best of class service to our end users while keeping our applications risk free.
• Responsible for working with the Client (CRM) & Banking team on providing business in class service globally
• Build tooling to automate monitoring, deployment and our capability to employ DevOps and CI/CD capabilities.
• Offering technical expertise and support across the entire portfolio of applications
• Managing requests to implement normal/emergency changes, releases and capacity planning.
• Coordinate disaster recovery, planning and execution. Update internal config management and risk systems.

What will you do?

• Provide user facing front office production support for local and remote users leveraging multiple platforms.
• Manage releases and coordinate bugs/enhancement with internal development and external vendors.
• Work closely and integrate with the CTB (Change the Bank) team to engage in collaborative agile based development.
• Engage with various technical partners and stakeholders to achieve stability in the production environment.
• Leverage your strong written and verbal presentation skills including creating of documentation in Confluence runbooks.
• Responsibilities include rotational weekend release work + checks.

What do you need to succeed?

Must Have

• Prior in-depth experience in supporting and managing global enterprise-wide platforms
• Experience with being part of the team that provides 24x7 coverage across different regions
• Exposure to capital markets or investment banking
• Must have a Bachelor of Science degree or equivalent
• Excellent verbal and written communication skills
• Must have strong leadership skills and collaborate well with others
• Self-motivated, takes initiative, and works well in a team setting
• Proven experience with the principles of ITIL Incident Management, Problem Management and Change Management
• Experience with RHEL Unix / Linux / Windows environments and basic scripting (Perl, Bash, Python, Powershell, batch)
• Experience with MS SQL / Sybase or other equivalent relational database. Ability to write on the fly DB statements
• Disciplined approach to document all processes, issues and user stories in Confluence and Jira, combined with strong analytical/critical thinking and ability to continuously multitask and manage priorities
• Confidence and capability to quickly learn a new portfolio of applications, become an SME and train demanding users.
• 3+ years working experience in Production Services capacity.
• Disciplined approach to document all processes, issues and user stories in Confluence and Jira
• Strong analytical/critical thinking with the implied ability to continuously multitask and manage priorities
• Experience with Follow the Sun model

Nice to Have

• Preferred having worked in Capital Markets or equivalent.
• Experience with BMC Control M/ Airflow preferred, Autosys, Tidal or other batch scheduling platforms acceptable.
• Experience with BI tools like Tableau or Power BI
• Knowledge of Data bricks, Snow flake and data hydration
• Proven history building proactive application monitoring across all environments via ITRS Geneos, AppDynamics, Dynatrace)
• Experience with CI/CD pipeline automation (GitHub, Nexus, RLM, Ansible, Elastic, Logstash, Kibana, Jenkins and more)
• Hands on exposure to: MemSQL, Ignite, Java Spring, AWS, S3, MongoDB, Data lake, Docker, Kubernetes and more

Mission Statement

Delivery Best-in-class service by providing maximum level of system stability of production environments, reduce cost of application support through efficiency and automation, front-to-back problem and capacity management, and mitigation of risk.

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
• A world-class training program in financial services
• Flexible work/life balance options
• Opportunities to do challenging work

Job Skills

Computer Operations, Customer Service, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, Salesforce (Software), Standard Operating Procedure (SOP), System and Console Operations, System Applications, Systems Software

Additional Job Details

Address:

ROYAL BANK PLAZA, 200 BAY ST:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

CAPITAL MARKETS

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-07-27

Application Deadline:

2026-08-27

Note

Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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