Senior Support Analyst

Job Description What is the opportunity?

Are you a talented, creative, and results-driven professional who thrives on delivering high-performing applications. Come join us!

Global Functions Technology (GFT) is part of RBC’s Technology and Operations division. GFT’s impact is far-reaching as we collaborate with partners from across the company to deliver innovative and transformative IT solutions. Our clients represent Risk, Finance, HR, CAO, Audit, Legal, Compliance, Financial Crime, Capital Markets, Personal and Commercial Banking and Wealth Management. We also lead the development of digital tools and platforms to enhance collaboration.

We believe that innovation should drive all that we do, in challenging assumptions and being big and bold with our ideas. We support our people in developing the technical, business and professional skills needed to be successful. You will work with partners from across the company, participate in networking events, and have access to a wide variety of supports including mentorship.

You will work directly with leaders who believe in celebrating successes and sharing learnings with other teams to promote progress.

As the Senior Application Support Analyst, you will be responsible for maintenance and support of multiple Windows and Linux applications in Finance and Audit IT. You will partner across IT, assigned business lines and 3rd party vendor, to analyze issues and technical system needs in order to resolve business issues and provide business solutions. You will have opportunities to work on critical RBC applications.

• Investigate, resolve, and report on medium to highly complex technical issues requiring business application understanding.
• Works closely with business clients to understand priorities and impact, and provide timely and accurate reports to management and end-users on status of critical systems processes.
• Proactively identify and act on emerging issues (and works with Development teams) to resolve them in the short and long term. Many of these issues require rapid response and the ability to synthesize multiple technical factors quickly in order to arrive at a workaround or solution within hours.
• Are able to learn about multiple applications and technologies and how they interact in order to provide cross-functional support. An understanding of how legacy and emerging technologies integrate is required.
• Make recommendations on process improvements and enhances system and support documentation.
• Collaborate effectively with the development and SRE teams by identifying defects and opportunities for efficiencies through automation and enhancements
• Ensure compliance with SLA metrics as agreed with business.
• Lead support-based initiatives of various complexity.
• Raise support tickets and work closely with vendors when additional support and learning is required for vendor developed applications
• Actively participate in Agile development projects to represent the interests of maintaining Production application stability and adhering to Production readiness standards. Your participation would ensure that projects follow RBC standards for security and audit, supporting System Integration testing, and supporting code promotions and development effort.
• Work on IT Risk deliverables: participate in DR exercise, help in DR planning and design; interacting with various auditors and make sure that applications function according to published RBC IT Risk Standards.
• Provide direction, expertise, feedback, coaching, and development to build the capabilities of more junior staff
• Perform some of the above responsibilities after hours and on weekends on a rotational basis.

• 5+ years of experience in a 24
  * 7 production support role and supporting multiple applications
• 5+ years of experience in Windows and UNIX technology platform, SQL Server/Oracle Databases and Open Shift.
• Strong knowledge and expertise with SQL queries.
• Strong experience with Linux Technology Platform and Shell Scripting.
• Strong Experience with Job schedulers.
• Strong Data analytical skill set, ability to analysize complex data issues.
• Strong communication skills.…