Senior IT Analyst – Front Office & VIP Support

Royal Bank of Canada; Paris; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Bonus program

Flexible benefits

Training program

Job summary

Royal Bank of Canada in Paris seeks a Senior Technical Analyst to provide broad IT technical support across all service lines including VIP and Audio Video systems. You will troubleshoot hardware, software and network issues, and contribute to IT projects while ensuring SLA compliance and proactive problem resolution.

The role requires strong ITIL knowledge, excellent communication, and experience with Front Office technologies.

Qualifications

• Trade Floor experience and knowledge of Front Office Technologies – Market data apps, Felix, Bloomberg, Fidessa, ION, Reuters, Excel Addins, and Trade Floor Voice systems.
• Knowledge of Microsoft Operating Systems and Windows-based desktop/laptop/virtual applications.
• Strong understanding of ITIL (Incident, Request, Change, and Problem management).
• Strong communication skills (written and verbal), problem-solving abilities, and customer service orientation.
• Excellent organisational and interpersonal skills; ability to interact professionally with internal and external contacts.
• Proven ability to work independently and collaboratively in pressured environments without compromising performance.
• High awareness of and commitment to customer satisfaction and service delivery within the Front Office environment.

Responsibilities

• Proactively identify and resolve problems, including root cause analysis, serving as the point of contact for escalations and complex issues.
• Contribute to and maintain policies, procedures, and operational documents to enhance efficiency.
• Lead or participate in IT projects and initiatives to ensure timely delivery.
• Drive process improvements, automation, and service optimization.
• Provide technical support and guidance to all enterprise users (including VIP/Executive) on hardware, software, and mobile devices.
• Manage service requests and incidents through ticket systems, ensuring SLA compliance.
• Escalate conflicts and issues appropriately while resolving what falls within your scope.
• Ensure work aligns with agreed service levels and department guidelines.
• Continuously improve service and performance.
• Collaborate with Global TI towers and vendors; undertake system administration duties.
• Provide on-site and remote support.
• Adhere to and improve processes and procedures; escalated inefficiencies to management.
• Support BAS and DSS components of the client experience.
• Stay aware of RBC's strategic direction and related business units.
• Uphold RBC, TI, and business line policies; flag risks to people, technology, property, or reputation.

Skills

Front Office Tech

Operating Systems

ITIL Knowledge

Communication

Problem Solving

Customer Service

Tools

Felix

Bloomberg

Fidessa

ION

Reuters

Excel Add-ins

Trade Floor Voice

Job description

Royal Bank of Canada in Paris seeks a Senior Technical Analyst to provide broad IT technical support across all service lines including VIP and Audio Video systems. You will troubleshoot hardware, software and network issues, and contribute to IT projects while ensuring SLA compliance and proactive problem resolution.

The role requires strong ITIL knowledge, excellent communication, and experience with Front Office technologies.