Application Support Analyst - Business Technology Optimization

Job description

Application Support Analyst - Business Technology OptimizationApplication Support Analyst - Business Technology Optimization

Req #: 180087403

Location: Geneva, GE, CH

Job Category: Technology

Potential Referral Amount: 8000 Swiss Franc (CHF)

The Private Bank Support Analyst based in the Geneva will be a member of the Business Technology Optimization team serving the Europe Middle East Africa (EMEA) region, responsible for providing front line user support and on-going communication between the user community (including Bankers, Investors, and Asset Class Leaders), operations, and technology. The analyst will work as part of a team to understand and answer queries, to assess the level of importance, to prioritize and to manage the resolution of the issues in support of the suite of Onboarding Connect applications. The successful candidate will be passionate about service, with the ability to work independently and as part of a team, have some technical skills especially in the use of SQL, have strong troubleshooting skills and will use communication and relationship management skills to ensure absolute user satisfaction with the services provided.

As a member of the Applications Support team, you will be required to work with a primary business group. The successful candidate will be responsible for the execution of various tasks within Project Management, Business Analysis, Production Support and QA, along with providing day-to-day delivery of technical solutions. This individual should have strong analytical and troubleshooting skills and the ability to work successfully in a cross-functional environment.

The successful candidate must have a proven ability to utilize and apply standard technical troubleshooting principles, system analysis and testing skills while following standardized Problem and Change Management policies and procedures. Plus demonstrated success leading Application support, Technology support or Service Delivery teams.

This person must have the ability to work on projects and other assignments with minimal direct supervision.

Synopsis:

The core responsibilities of an Application Support Analyst plus,

Significantly improve the quality of service and proactively contribute to the enhancement of the user experience

Be user centric and manage the relationship throughout the resolution process with regular end-user updates

Responsible to support application systems in operation, including tasks related to identifying and troubleshooting of application and data issues, including resolution or escalation of issues.

Contribute to added value, user intelligence through the timely and accurate capture of high quality data in our systems

Support the build out of a prudent Global Support model through the adoption of all business processes and best practices. Demonstrate discipline and process rigor

Take ownership of your own development and drive excellence in your area of expertise

Promote the technology agenda and be an ambassador for Business Technology Optimization and the Technology Franchise. Engage with our business partners and enhance your network

Liaison to application development to ready Business Support Center to support current application updates.

Queue oversight and escalate critical items to the Business Support Center Manager, the Application Support teams, the Application Development teams

Rotation to gain a 360o understanding of the applications’ front end, middle ware and backend

Build and maintain a shared knowledge base

Bolsters the Analysts support corrective activities and back them up

Works with new Analysts to prepare and successfully integrate him/her into the group

Works with Analyst to enrich his/her support capabilities

User communications, at this time Targeted Email and Strong View

Represents Business Support Center in cross-functional weekly review meetings

Be the escalation point for Analysts when they require urgent support

Promote the technology agenda and be an ambassador for AWMIAS and the Technology Franchise

Detailed Description:

Description

Uses critical thinking in the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation

Responsibilities include root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members

Works to ensure all production changes are made in accordance with lifecycle methodology and risk guidelines

Primary Responsibilities

Manages activities related to maintenance of the application systems that are running the daily operation of the firm

Manages the creation and maintenance of application Service Level Agreements, root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members

Manages production changes made in accordance with lifecycle methodology and risk guidelines

Responsible for coaching and mentoring less experienced team members as well as overall team management responsibilities

May include direct accountability for people management and financial budgeting

Experienced leader who typically manages a team comprised of IT professionals within the Application Support family; may manage IT managers

Skills

Expert in application development skills for more than one technology as well as multiple design techniques

Working proficiency in development toolset to design, develop, test, deploy, maintain and improve software

Working proficiency in one or more general purpose programming languages

Business Knowledge

In-depth knowledge of the business(es) supported and the applications utilized

Ensures adherence to financial control and budget management

Manages risk and control compliance to departmental and company wide standards

Manages client a centric environment for work with teams and contributors

Experience

Experience with one or more general purpose programming languages

Performance Expectation:

Business Results

Leverages deep understanding of the firm’s strategies to successfully drive initiatives

Works closely with team and key stakeholders to design and drive the execution of high quality technology solutions

In alignment with the firm’s technology strategy, thinks proactively to optimize existing solutions or develops new capabilities

Client/Customer Focus

Develops meaningful relationships across teams and stakeholders to deliver against strategic priorities

Facilitates collaboration among disparate teams and leverages existing and new relationships

Leverages knowledge of the firm’s priorities and technology solutions to promote synergies, automation and re-use

Clearly articulates strategic initiatives and models open and transparent dialogue with stakeholders

Effectively applies and develops new practices and techniques

Teamwork and Leadership

Creates an environment that recognizes achievement, promotes learning and embraces autonomy while providing thoughtful guidance

Fosters a continuous improvement and learning centric culture through sponsorship and leadership

Exemplifies the highest standards of ethics and integrity and ensures that these principles are embedded within teams and inclusive of diverse perspectives

Creates an environment that fosters retention, mobility and recruitment activities

Guides organization on aligning successes with organizational priorities

Builds understanding with stakeholders of the learning opportunity and value of experiments and failures

Risk and Controls

Fosters a security-first mindset within teams while advancing the organization’s controls framework

Qualifications:

The following attributes and experience are essential:

Bachelor's degree in Computer Science/Business Administration and 4-6 years of application development or financial application support/consulting experience.

10 years tactical experience leading Application support, Technology support or in a Service Delivery teams particularly in the financial sector is preferred.

Strong organizational and communication skills.

Demonstrated analytical and problem solving skills.

Demonstrated high level understanding of installed applications and successful IT project delivery.

Project management coursework valued; leadership experiences a plus.

Experience managing or working with offshore resources.

The following technical skills are required (to communicate not carry out complex technical concepts):

SQL – Sybase or Microsoft SQL Server Preferred. Experience writing and debugging stored procedures and scripts

Experience with CTRL-M or other enterprise batch scheduling package

Java, Websphere, Tomcat, J2EE, JavaScript, JSP

Familiarity with Source Code management techniques/tools for software management. Knowledge of release management.

HTML/XML

UNIX shell and shell scripting

Experience with HP Quality Center is a plus

Experience with JIRA Service Desk a plus;

Experience with Confluence administration a plus

Experience with Agile/SCRUM a plus