In a changing world, unprecedented challenges require unmatched talent. Join one of Montreal's Top Employers in 2024. We are a dynamic and growing organization having its main establishment located in downtown Montreal and part of a leading international banking institution fully committed to building a more sustainable future. Note that the position may be in the Canadian Branch of BNP Paribas or in one of its subsidiaries based in Montreal.
The position at a glance
Technical support analysts are accountable for daily support and health of the IT production environment. It encapsulates Incidents, change, problem and service Request and Release Management as part of the Service Management Catalogue in line with defined Standard Operating Procedure. Providing support for critical applications which are under high-availability constraints. These services range from providing technical and functional assistance to supporting projects and deliveries. The Analyst 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, debug and fix technical issues, suggest improvements, route unknown issues to Level 3 support staff, and to communicate the resolution to the requester. Assist the user community to resolve technical issues.
The position consists in providing support for the corresponding list of applications in a cross-regional environment, in a follow-the-sun model. Being a follow-the-sun model. Coverage during weekend and off-hours are on an "as needed" basis. Flexible approach to working hours to meet the demands of the team.
In detail
Ensure day-to-day quality of live applications to end-users by:
- Monitoring production environment.
- Closely follow up all production alerts & monitoring dashboards.
- Trouble shooting technical issues raised by user and provide resolution within SLA based on the priority and impact.
- Develop good understanding of the existing applications (functional & technical)
- Diagnosing and resolving incidents within SLA.
- Ensure daily communication & transition with teams from other time zones.
- Mandatory control measures to be applied to avoid recurrent Incidents.
- Analysis and solving technical issues during production phases, raise problems/change requests if required, ensure the follow up of issues until the delivery of patch corrections.
- To assist with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk.
- Guarantee the escalation of problems to the adequate IT organization (internal or service providers or entities) to ensure on-time resolution; manage priorities depending on the criticality of the requests and production failures. Escalate issues to the managers that cannot be resolved, in a timely manner.
- Contribute to maintaining a very stable BAU to deliver market data on time and match the deadlines.
- Provide guidance, instruction, direction to their team and help team create and maintain shared team values.
- Perform level 1/2 support and complex analysis of reported issues/incidents and evaluate alternative business solutions and workarounds to minimize the impacts.
- Ensure issues are identified, tracked and resolved in a timely manner.
Work conditions: Monday to Friday/ Sunday to Thursday(rotational)
Rotation: 10:00 AM to 06:00 PM/ 11:00 AM to 07:00 PM EST/ 12:30 PM to 08:30 PM EST
The strengths and skills that will help you succeed
- Bachelor’s degree in computer/IT/Software engineering required; advanced degree considered a plus.
- Candidates must have a minimum of 4 years of experience in a similar role. He/she must be experienced in providing multi-disciplined technical support as part of a team, and have practical knowledge of performance and capacity management from an application, database and network perspective as well as a strong aptitude for automation
- Expert knowledge in SQL queries (Sybase T-SQL mandatory, Oracle PL/SQL would be an advantage) and DBMS concepts (Sybase Replication Server would be an advantage)
- Expert knowledge experience of working in Unix environments and Shell scripting or Windows
- Good knowledge and experience of working in Mac OS environments
- Knowledge of programming languages (C, C++, C, .Net, VBA, APS .Net, Java, 4D) would be an advantage.
- Knowledge of Excel macros would be an advantage
- Knowledge of Schedulers (Autosys, Control M), ETL tool (Datastage WTX) and file transfer tools (CFT) would be an advantage.
- Investment Banking / Capital markets knowledge
- Knowledge of ITIL
- Incident management
- Knowledge of cloud computing
- Knowledge of Dynatrace.
- Nice to have: Mac knowledge
Personal attributes:
- Knowledge and experience of Investment service industry
- Good knowledge of Mutual funds Administration
- Knowledge of data collection and analysis in a large and complex/diverse environment, including relevant qualifications or experience, would be an advantage
- Knowledge on Performance Breakdown and Attribution calculation would be an advantage
- Strong analytical skills
- Good interpersonal skills and team player
- Client focused
- Attention to details
- High energy level coupled with a desire to take on responsibility
- Able to multi-task
- Given the vast majority of our clients, both internal and external, are based outside of Quebec and Canada, specific language requirements may apply. Knowledge of the English is required.
What’s in it for you
In addition to competitive compensation, we offer flexible benefits including a family and spouse insurance program, a defined contribution pension plan and paid days for volunteering. Hybrid work arrangements are available for most positions. In-office presence is required a minimum of 3 days per week, one of which must be on a Monday and/or a Friday. BNP Paribas provides excellent training and personal development programs, as well as opportunities for career development within the company and internationally.
To find out more about our range of benefits, click here
What you need to know
- We will review candidates as they apply, so don’t wait to submit your application;
- BNP Paribas is committed to accessibility and inclusion. During the recruitment process, accommodation needs are available at all times for candidates. You will have the chance to make a request for an accommodation during your application.
- You must be legally eligible to work in the Greater Montreal area and, if applicable, hold a valid work or study permit. Physical presence in BNP Paribas’ office(s) is an essential function of this position;
- If you are applying and accepted to a position which requires working in/for the U.S. securities industry, you will be required to provide your fingerprints and undergo additional background checks by the FBI. BNP Paribas Securities Corporation is required to maintain a supervisory program over the conduct of its Associated Persons; some of your personal data will be transmitted to the United States of America and made available to US regulators. Please reach out to BNPP for additional information; or you can also find an overview here: 3110. Supervision FINRA.org
Diversity, Equity and Inclusion (DE&I) at the heart of our commitments
- At BNP Paribas all employees are on an equal footing allowing us to create a work environment that values and respects people for their talents, skills and competences.
- BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, and other protected status (Employment Equity Act and Canadian Human Right Act).
- To learn more about our DE&I commitments, click here
About us
BNP Paribas is the top bank in the European Union and a major international banking establishment. Present in 63 countries, with more than 180,000 employees, the bank holds key positions in several areas of banking and financial services.
BNP Paribas’ mission is to contribute to a responsible and sustainable economy by financing and advising its clients according to the highest ethical standards, while striving to respond to essential concerns in terms of the environment, regional development and social inclusion.
Since 1961, BNP Paribas has supported large Canadian companies and institutions in their business development by offering a full range of specialized financial services and investment products.
With over 1,400 employees, BNP Paribas in Canada continues to attract experts from diverse fields as well as ambitious young talent from around the world. We are proud to offer our employees a rewarding and international workplace where they can build their professional careers by honing their skills, meeting challenges and enriching their knowledge of the financial industry.
Our certifications and partnerships
- Montreal’s Top Employers 2024
- Canada’s Best Diversity Employers 2024
- Women in Governance – Parity certified - Platinum certification
- Pride at Work Canada
- Rainbow Accreditation issued by Canada’s LGBT+ Chamber of Commerce (CGLCC)
- Part of Les Affaires top 300 companies in Quebec
- Synclusiv
- Ready, Willing and Able
- Autisme sans Limites
- LinkedIn Top Companies 2024
Do you want to discover other BNP Paribas offers in Canada?
Click here: BNP Paribas in Canada Our job offers
*** While the description above describes our ideal candidate, we encourage applicants to apply even if they do not fully meet the complete list of qualifications noted***
