Job Description

:

Bank of America is one of the world's largest financial institutions, serving individual consumers, small and middle market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk-management products and services. Following the acquisition of Merrill Lynch on January 1, 2009, Bank of America is among the world's leading wealth management companies and is a global leader in corporate and investment banking and trading across a broad range of asset classes serving corporations, governments, institutions and individuals around the world. In Canada, Bank of America has a strong market position on which to continue to build, as well as a clear commitment to the market.

:

Position is critical to day to day operations for ETS in Canada, covering Montreal remotely as well as supporting the local Toronto and extending to include remote support of Calgary and Vancouver locations.

Responsibilities include but not limited to end to end resolution of incidents within the ITSM framework, assisting with software deployment, provisioning hardware requests.

This is a client-facing Level 2 trading technology support role.

Must be able to troubleshoot and problem solve Microsoft operating systems, applications, and proprietary Bank of America systems.

Must have excellent Customer Service, verbal and written skills. Applicant must be organized and detail oriented, with strong follow-up skills.

Takes ownership for managing risk during all job activities.

Supporting Investment and Commercial Banking, Trading, Finance clients that produce high volume of incidents, work orders and CTO driven initiatives.

Project work with leadership on enterprise and local initiatives.

Complete final signoff of in office technology solutions to enable successful Day 1 for any new hires or refresh device requests also, verify all shared technology is operational and ready. Finally, provide technology support for associates working remote and in the office.

Job Requirements:

Experience in a fast paced high break fix and request volume environment is critical.

Must have very strong communication skills (both written and verbal).

Ability to multi-task and have prior experience with common incident and request management ticketing systems.

Prior experience with change management is a plus.

Ability to consistently meet or exceed performance targets and goals correlated with; incident break fix resolution, complex MAC ( Move Add Change) request management and meet tight deadlines in a demanding environment.

Required to be proficient in Microsoft Office Suite.

Knowledge/exposure to the telecommunications environment is desired, coordination with vendors, site surveys, and equipment staging and deployment.

5-7 years of Incident break fix, technology and Move, Add, Change coordination and/or service fulfillment experience.

Client interfacing position requires customer service background and the ability to respond to email and telephone inquiries.

Coordination responsibilities include consulting on complex fulfillment requests, vendor engagement.

Training will be provided as needed.

Will be using an incident and request management tools (Remedy) to engage appropriate support teams and vendors to trigger corrective actions.

Environment is fast paced and the ability to adapt to changing business needs while remaining detail focused is critical.

What Bank of America Offers

Bank of America embodies a culture that extends from how we think, to how we behave, and to how we measure performance. By achieving excellence - in everything we do, every time we do it - we deliver the full value of Bank of America for our clients, our shareholders and our employees.

Bank of America places a high value on talent and on maintaining a culture defined by meritocracy. For these reasons, it is deeply committed to professional development, opportunity and accountability at all levels of the organization.

Bank of America is an Equal Opportunity Employer.

Bank of America encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.