Client Technical Support Analyst

Job Description

What is the opportunity?

This is an exciting opportunity to join a rapidly growing team supporting a stable but growing business at a major North American Bank. Working to support a growing Capital Markets organization this candidate will join an existing hands on RTB (Run The Bank) production support team.  This role is within the CBDT (Client Banking and Digital Technology) Production Services group based in Toronto that covers client lifecycle management platforms.  

The overall group mandate is to support a portfolio of Client Lifecycle Management applications in the Client Technology portfolio.

Mission statement: Deliver Best-in-class service by providing the maximum level of system stability through efficiency, automation, capacity management and mitigation of risk.

What will you do?

• Maintain deep communication application system knowledge in order to
  • Support production Client Lifecycle Management Platform
  • Support the continuous evolution of the platform in order to automate manual processes / actions.
  • Develop an understanding of key CLM objectives and align them with technical solutions
• Work closely and integrate with the CTB (Change The Bank) team to engage in collaborative agile based development
• Focus on the Service Transition phase of ITIL by driving adoption of the “Production Readiness / License to Operate” model
• Summarize and highlight important enhancements and proactively identify risks and business issues in JIRA and Archer
• Identify improvement opportunities proactively and drive project progress and benefits
• Leverage your strong written and verbal presentation skills including creating of documentation in Confluence, PowerPoint and Excel (VBA and pivot charting a plus) to prepare senior management level content
• Coordinate disaster recovery, planning and execution. Update internal config management and risk systems.
• Maintain applications throughout the life cycle from concept to retirement across multiple tools.

What do you need to succeed?

Must Have

• Experience with Client Lifecycle Management tools including Fenergo, Appway or iMeta. 3+ years working in a Financial Technology or Capital markets technology role
• Proven experience with the principles of ITIL Incident Management, Problem Management and Change Management
• Experience with RHEL Unix / Linux / Windows environments and basic scripting (Perl, Bash, Python, Powershell, batch). Experience working with Docker/Kubernetes preferred.
• Experience with MS SQL / Sybase or other equivalent relational database. Ability to write on the fly DB statements.
• Proven history building proactive application monitoring across all environments via ITRS Geneos, Nagios, AppDynamics, Dynatrace, Splunk, ELK, Grafana (or equivalent)
• Strong analytical/critical thinking with the implied ability to continuously multitask and manage priorities

Nice to Have  

• Experience with BMC Control M preferred, Autosys, Tidal or other batch scheduling platforms acceptable
• Solid DevOPS and automation foundation with related experience to our CI/CD technology stack (Bladelogic, Ansible, Elastic Stack, Splunk, Docker, PCF, Jenkins, Nexus, Git/GitHub, Maven, Fisheye, SonarQube)
• BS/BA with an in depth understanding of Capital Markets which includes all aspects of sales tooling and CRM tools
• Disciplined approach to document all processes, issues and user stories in Confluence and Jira

Job Skills

Additional Job Details

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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.