Job Description

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title Application Support Analyst.





What will you do?

The Analyst is the single point-of contact for client operations staff and internal stakeholders to manage day-to-day incidents & problems across appointed CRM applications in a complex, multi-vendor environment with primary goals to:

-Minimize client impact.

-Using business application knowledge and technical skills perform initial triaging/diagnosis and coordinate root cause analysis and problem prevention efforts with subject-matter experts and vendors

-Provide seamless escalation and communication to internal and external stakeholders

-Work with the Implementations teams providing application health checks to support the smooth transition and integration to production environments

-Develop/update operational processes and operational framework documents on an ongoing basis

-The following Skill Sets will be utilized on a daily basis to analyze and resolve User, Source Systems and Third Party Providers Incidents/Requests: Investigative, Analytical and Problem Solving skill to identify the root cause of the requests

-Proactively seek opportunities for process improvements

Job Summary

What is the opportunity?
As part of WM CRM & Client Onboarding Support team, you will take a primary role of Operations Support for the Implementation and Support of CRM & WMOnline products within Wealth Management Technology & Solutions. Utilizing an ITIL framework for industry best practice this position will work within a team on analysts to manage a wide variety of incidents, problems, changes and requests. The Analyst provides clients with third-level day-to-day support in order to establish a strong track record of value-added, professional, and customer-centric performance. The Sr Analyst also cultivates and maintains relationships with key stakeholders to build confidence and trust in the products/applications supported.

Additional

What do you need to succeed?

Must-have

-Experience in a technology/financial services environment;

-Business System Analysis experience

-Client Focus, Strategic agility, Priority setting, Business acumen, Analytical Thinking, Strategic business sense;

-IT Standards, Methodologies, SDLC, SLA, audit requirements

-Proficient in Microsoft office products

-Conflicts and issues resolution and escalation;

-Strong verbal and written communications skills

-Strong interpersonal and relationship management skills

-Critical-thinking skills with the ability to problem solve

-Professional experience working with multiple projects with multiple interfaces and/or 3rd parties in a technical environment

-Client-focused with the ability to multi-task, manage competing priorities, and handle high-visibility outage situations

-Understanding of Web services, APIs, FTP, data query, cyber security, Disaster Recovery and business continuity

-Data analysis using SQL, understanding of application code

Job Summary

Address: TORONTO, Ontario, Canada

City: CAN-ON-TORONTO

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: Technology and Operations

Job Type: Regular

Pay Type: Salaried

Posted Date: 2022-07-07-07:00

Application Deadline: 2022-11-11-08:00

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.