Application Support Specialist

• The Application Support Specialist is responsible and accountable for daily support and health of the IT production environment.
• Such tasks include change, request, incident and problem management for the department.
• As required, functional support and user setup may be performed.
• The Specialist shall serve on a team which acts as the first point-of-contact (Level 1 and 2): the role will be to receive, to record, and to understand issues, to fix known issues, suggest improvements, route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor.
• Assist the user community to resolve technical issues.
• Coverage during weekend and off-hours are on an "as needed" basis.
• Focus on enhancing your core skill sets, develop new skills and share your knowledge with your colleagues

• Monitoring and Supporting the day to day activities
• Adherence to documented procedural standards
• Fully responsible for key activities within the agreed SLA and ITIL process.
• Escalate issues that cannot be resolved, in a timely manner
• Have a strong Customer Focus in order to provide a professional support service to clients
• Flexible approach to working hours to meet the demands of the team. Willing to work in different day
• To assist with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk
• Maintain Knowledge base and share experience with support team members
• Use business and application knowledge to investigate issues raised and assist in the production of Incident reports, which form part of the shift handover
• Resolve user queries/requests
• Ensure issues are identified, tracked, reported on and resolved in a timely manner
• Perform level 1 support and complex analysis of reported issues, and evaluate alternative business solutions and workarounds to minimize the impacts
• Understand the database concepts and provide extractions to users whenever required
• Participate to the support of the application and undertake the appropriate actions - both functional and technical
• Closely follow up all alerts and monitoring dashboards
• Ensure excellent communication, reporting and escalation as and when needed

• Responsible and accountable to strictly and consistently adhere to IT Governance policies and procedures - Incident management

• Knowledge of ITIL and Incident Management.
• Bachelor's degree required; advanced degree considered a plus.
• Minimum 3 years financial industry experience
• Prior business analysis experience in an application support environment
• Expertise in Ab Initio as an ETL Tool
• Using, configuring and tuning industry leading ETL software tools in data intensive, large scale environment
• Experience working on Oracle database
• Hands-on support experience with Ab Initio using GDE, Co> Operating System and EME
• Experience in any of the following is desired: Query> It, Conduct> It, Express> It Continuous flows, Metadata Hub
• Hands-on experience working in Unix/Linux environment, with proficiency in UNIX shell scripting (Korn/bash shell preferred)
• Knowledge of Blueprism application is a huge plus
• Hands-on experience with scheduling tools, preferably , Ab Initio Control Center
• Secondary Skill - Knowledge of ACE, BRE and Command Center is huge plus
• Good written and spoken English
• Overall General IT knowledge is a must
• General Banking Knowledge
• Measure and identify areas for improving Quality and overall Delivery
• Able to communicate efficiently
• Good Team Player
• French/English

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