Production Support Analyst

TalentBurst; Montreal; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading company in the financial sector is seeking a Production Support Analyst for a 12-month hybrid contract. The role involves managing daily production environment operations, providing technical support, and ensuring adherence to IT governance policies. Ideal candidates will have a strong background in application support, business analysis, and knowledge of custody activities, along with excellent communication skills.

Qualifications

• Minimum 6 years of experience in the financial industry emphasizing Custody activities.
• Experience in application support and business analysis required.
• Excellent written and spoken English.

Responsibilities

• Manage daily operations requests and oversee help desk activity.
• Perform Level 1 and 2 support, analyze issues, and evaluate business solutions.
• Monitor application rollouts and disaster recovery exercises.

Skills

Application support

Business analysis

Problem management

Technical issue resolution

Communication

Education

Bachelor's degree

Advanced degree

Tools

PL/SQL Developer

Autosys

Quality Center

Sailpoint

ServiceNow

Jira

Job description

Production Support Analyst
12 months contract (Daily rate)
Hybrid role.

Responsible for acting as the primary interface between technology infrastructure and a specific business functional area (e.g., fixed-income, investment management). Incumbents identify business unit requirements, create project and process specifications, coordinate with project teams, and ensure projects are on schedule and within budget. May have dual reporting relationships to technology and business management. Responsible for designing, developing, and supporting systems within the Risk Management area, including Credit Risk Management, Market Risk Monitoring and Reporting, and Operational Risk.

The Client Analyst ("Analyst") is responsible for the daily support and health of the production environment for Regulatory Controls IT. Tasks include change, request, incident, and problem management. Functional support and user setup may be performed as needed. The Analyst serves as a first point-of-contact (Level 1 and 2), recording, understanding, and resolving issues, suggesting improvements, and escalating complex issues to Level 3. The role involves assisting users with technical issues, with coverage during weekends and off-hours on an as-needed basis.

Main Responsibilities

1. Manage daily operations requests and oversee help desk activity.
2. Ensure issues are identified, tracked, reported, and resolved promptly.
3. Manage operations expectations and participate in task forces if required.
4. Perform Level 1 and 2 support, analyze issues, and evaluate business solutions and workarounds.
5. Prepare test strategies, scenarios, and cases for identified defects.
6. Coordinate with central teams on parameterization issues and functional advice.
7. Collaborate with infrastructure, monitoring, and DBA teams to resolve incidents.
8. Ensure smooth follow-up of technical processes, including online, STP, and batch jobs.
9. Understand database concepts and provide data extractions to users.
10. Participate in night support, monitoring logs, alerts, and dashboards.
11. Monitor application rollouts and disaster recovery exercises.
12. Maintain effective communication, reporting, and escalation procedures.

IT Governance

Adhere strictly to BP2S NAR IT Governance policies, including incident, vendor, and change management.

Qualifications

• Bachelor's degree required; advanced degree a plus.
• Minimum 6 years of experience in the financial industry, with emphasis on Custody activities.
• Experience in application support and business analysis.
• Proficiency with PL/SQL Developer, Autosys, Quality Center, Sailpoint, ServiceNow, and Jira.
• Experience in Custodian Industry is essential; Bancs application experience is a strong plus.
• Ability to create requirements documents, functional specs, and process diagrams.
• Deep knowledge of asset setup, corporate actions, tax, settlements, and cash processing in custody domain (at least 2 areas).
• Excellent written and spoken English.
• Strong US Market Corporate Actions/Tax knowledge is a major plus.
• Overall IT knowledge is required.