Sr. Applications Support Analyst

Position Purpose:
Responsible for leading activities related to Client Server Application/System support and various administration duties. Providing leadership and guidance to Support Specialists and ensuring essential Application/System documentation and support tools are in place and kept up to date. Application support responsibilities include the installation, maintenance, configuration, and integrity of application software with accountabilities for maintaining multiple Terminal Server applications which are defined in the RBCC IT Application Knowledgebase (AKB). This position is expected to have the ability to pass acquired technical knowledge and information on to others within the organization.

Incumbent should understand and support strategic goals and/or objectives of the Bank’s initiatives ensuring that every effort is made to accomplish the initiative within approved time frame, scope and budget.

Partner across IT and with assigned business line(s) to assess, research, and analyze business, technical and system needs in order to resolve business systems issues by recommending technology solutions that meet sponsor/stakeholder needs.

Key Accountabilities:
* Understand the technical and business functionality of assigned Applications
* Ensure application integrity according to industry accepted standards and practices
* Manages escalated issues, risks and technology related problems appropriately
* Ensure 100% of all support time is tracked and logged accurately in PWA by end of day on the last business day of the week
* Maintain and promote PMF methodologies and tools for improving project quality, change tracking, costs, and timelines.
* Ensure quality of the documentation and ease of reuse and processes are repeatable.
* Ensures recommended system design by Application Development & Support meets business sponsor expectations.
* Participates in consulting services between IT and business partners on strategic and new initiatives by:
1. assessing, researching, analyzing business and system needs
2. exploring alternative options with the goal to recommend business/ technical solutions that fill the sponsor / stakeholder needs, and
3. Develop feasibility studies or proposals for senior management and executive decisions.
Planning, Implementation & Support
* Perform/ manages all aspects of implementation planning & coordination.
* Ensure detailed plans are developed and accurate estimates for the design, build, implement and stabilize phases of the project.
* Leads in disaster recovery planning for the Client Server Applications under responsibility
* Occasionally required to provide after-hours consultation to on-call support Analysts working on SEV1/2 incidents who require assistance.
Relationships & Communication
* Leads the detailed design phases for projects/ programs identifying, tracking and resolving technical issues and ensuring solution meets sponsor needs and PMF deliverables
* Tracks and monitors the effectiveness of IT services and Identifies, Escalates, Addresses services which require redesign or improvement
* Develop and maintain strong relationships with the IT architects, IT Project Managers, and existing application teams by participating in meetings and team events
* Facilitates group meetings (including business partners) for technical design, decision-making, problem solving, implementation and strategic planning
* Facilitates relationship group meetings with business partners
* Reports the status of all assigned activities to appropriate levels
* Facilitates complex group meetings (including business partners) for technical design, decision-making, problem solving, implementation and strategic planning.
Development & Coaching
* Provides direction, expertise, feedback, coaching and development to build the capability of Support Specialists and non seasoned staff in the unit
* Continually enhances skills and builds knowledge in all aspects of the organization, the business and information systems.
* Advises, involves and directs self and others in obtaining maximum utilization of work routines, processes, technology and decision-making.

Adding Users

Deleting Users

Application Maintenance
* Installing Application Version Upgrades
* Installing Application Patches
* Regulatory Updates
* General Application House Keeping (log file monitoring, application service monitoring etc)

Application Incident Response
* Break Fix
* Contact Vendor
* Troubleshoot problem
* Determine best solution or work around
* Implement Solution
* Management updates

Responding to Business Unit Request (Report Development. Report Enhancements etc)
If Applicable per the Application, proprietary code development, batch file creation, scripting (SQL, VB)

Co-ordinate Server Operating System updates

Application Installation (Application On-Boarding)

Work with QA for application defect resolution

Document management
* Creating/Updating SCD’s
* Creating/Updating Operating Manuals (OMs)
* Creating/Updating Problem Resolution Processes documents (PRPs)
* Creating/Updating Service Level Agreements (SLAs)
* Creating/Updating Technical Design Documents (TDDs)

Job Requirements: (Knowledge/ Experience):
* IT Professional with knowledge server & networking, technical experience on Windows based 32bit Applications with multiple functions

Process Knowledge
* IT Testing tools (ie. Beyond Compare, Expediter, File-Aid)
* IT Enterprise Incident Management Peregrine Service Center
* IT Enterprise Change Management Peregrine SC Change Management
* IT PWA: Project Web Access
* Sharepoint usage
* Technical Communication Skills
* Customer Service Skills
* Facilitation Skills
* Presentation Skills
* Risk Assessment & Quantification methodologies
* Conflicts and issues resolution and escalation

Business Knowledge
* Awareness of business unit functions
* Knowledge of Application recovery priorities
* Business line(s)’ business strategy, needs and technology

Systems Knowledge
* Basic knowledge of programming languages (e.g. Cobol, JCL, Java, C, HTML, VB, Visual C++)
* Multiple platforms e.g. MVS, Internet, Client/Server and ability to select appropriate one to meet business needs
* IT Standards, Methodologies, CMM & audit requirements
* Middleware technologies (ex. MQSeries/Websphere, WXF, XML, .NET)

Required Skills/ Competencies/ Attributes:

Education:
BA/BS

Required Accreditation(s):

Special Conditions:
N/A

Diversity:
Diversity in the workplace, one of our shared values, lies at the heart of our rewarding, open, supportive and inclusive work environment. We respect and respond to the many competing and evolving priorities in our lives so you can focus on what you can do best - put clients first.

EOE/M/F/D/V