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We are looking for

L2 Functional Support Analyst


Standard / Permanent





Job function


Apply REF: IT-060918-001-FS

Business Overview:

The IT Transversal Team is part of the Information Technology Group which works simultaneously on a wide range of projects arising from business, strategic initiatives, regulatory evolution and reengineering of existing applications to improve functionality and efficiency.

The Intermediate Holding Company (“IHC”) program structured at the U.S. level across poles of activities of BNP Paribas provides guidance, supports the analysis, impact assessment and drives adjustments of the U.S. platform’s operating model due to the drastic changes introduced by the Enhanced Prudential Standards (“EPS”) for Foreign Banking Organizations (“FBOs”) finalized by the Federal Reserve in February 2014, implementing Section 165 of U.S. Dodd-Frank Act.



Position Summary:

The IHC AP/L2 Functional Support Analyst will report to the IHC APS Lead. The Analyst will perform techno-functional analysis of issues, application production, application support activities onshore for Data Services applications (ETL Landing, OFSAA, IDQ and IMM), and coordinate with offshore counterparts for successful identification and resolution of Production issues. The Analyst will interact with work stream leads, infrastructure & business stakeholders for issue resolution. In addition, this person will also function as advisor assisting and coordinating to provide oversight to other Production Support Analysts L1.


Position Accountabilities:


  • Issue analysis, Identification of bug and the workaround. Response to functional queries, Understanding & analysis of user requirement.
  • Responds to users and level 1 support promptly, resolves their issues and requests in an agreed priority order, and keeps the users well informed of the status.
  • Tracks production incidents and requests properly and timely within Service Now. Resolves incidents with right root cause analysis and accurate solution description. A prevention action plan must be prepared for recurring incidents.
  • Investigate application behavior with queries directly from the business.
  • Provide primary functional issues resolution (requiring end user interaction) during regular US business hours Assist emergency deployments or provide hands-on application specific technical support for issues that are escalated from offshore.
  • Liaise with IT work streams, Infrastructure and  offshore APS teams to resolve Production issues.
  • Work with development teams and escalate technical issues requiring L3 support.
  • Problem management – Post incident review ensuring that the issue has been permanently resolved and what value add items can be completed to ensure the issue does not reoccur.
  • Providing on-call support for critical activities during off hours.
  • Creating a knowledge base for the issues handled and shares the knowledge with onshore/offshore teams.

Required Experience:


  • 5 years’ experience in engineering, engineering support, or technical support environment Prior customer-facing (internal or external) experience a must
  • Problem solving and root cause identification skills.
  • Experience and knowledge of ITSM processes, methodologies and tools
  • Good knowledge of data warehousing concepts and development methodologies
  • Possesses understanding in U.S. risk and regulatory requirements and financial reporting software


Administrative/Technical Skills:


  • Operating Systems: UNIX, Linux
  • Languages: Oracle SQL
  • Familiar with issue tracking tools like JIRA, ServiceNow.
  • Hands-on experience in handling support for Informatica Powercenter, Data Quality, Metadata Manager and OFSAA including analysis and issue resolution.
  • Experience supporting large and complex production systems using complex SQL queries and reporting systems
  • Good technical documentation skill and communication skill (essentially in English, a plus in French).
  • Must be comfortable working in a team as well as independently. Cross-territory team work experience is a plus.
  • Required Education or Equivalent Experience:
  • Bachelor’s degree or higher or equivalent combination of education and experience
  • Experience in a financial institution IT Environment and good knowledge of financial industry and related products are required. Understanding the recent financial regulatory initiatives such as Basel II, Basel III, Dodd-Frank Act and CCAR is a plus



A recruitment policy that promotes equity and diversity:

Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.

We pride ourselves in applying non-discrimination rules to all our recruitments.


We will only contact the candidates selected who meet the job requirements in terms of training and experience.



About BNP Paribas

BNP Paribas is a leading bank in Europe with an international reach. It has a presence in 73 countries, with more than 195,000 employees, including more than 148,000 in Europe. The Group has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. The Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realise their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, the Group has four domestic markets (Belgium, France, Italy and Luxembourg) and BNP Paribas Personal Finance is the leader in consumer lending. BNP Paribas is rolling out its integrated retail-banking model in Mediterranean countries, in Turkey, in Eastern Europe and a large network in the western part of the United States. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas also enjoys top positions in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.



About BNP Paribas in Canada

In Canada, BNP Paribas is one of the dominant foreign banks in the country and is committed to building its platform even further. Since becoming the operational hub for the Group’s activities in North America in 2013, it has grown significantly to reach more than 700 employees and is expected to continue growing in the coming years. With the continued development of technology and financial fields, BNP Paribas Canada continues to attract experts with diverse backgrounds as well as young and ambitious talent from across the globe. With the international mobility and capacity that very few companies can offer, BNP Paribas prides itself in providing a superior foundation for building a professional career - a place for people to learn, to achieve and grow.  

Primary Location: CA-QC-Montréal Job Type: Standard / Permanent Job: INFORMATION TECHNOLOGY Education Level: Bachelor Degree or equivalent (3 years) Experience Level: At least 5 years Schedule: Full-time
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