CRM Support Analyst

RBC • Toronto, ON

8d • Onsite

About The Position

The Production & Risk Services group is looking for a CRM Support Analyst to help support and drive the operations of a group of complex Client Technology applications. This is an exciting opportunity to join a rapidly growing team supporting a stable but growing business at a major North American Bank. The Client (CRM) & Banking Productions Services support role is in Toronto (200 Bay St) is a critical role which requires good business acumen to be able to work with the business from various LOBs along with strong technical understanding to support our customer relationship management (CRM) systems and as well as supporting the various applications used by GIB (Global Investment Banking). The Client (CRM) & Banking Productions Services lead role ensures operational effectiveness and compliance in supporting our Global business. This role owns and leads the functional aspect of production & risk services for CRM and applications used by GIB. This role will work in conjunction with the various regional lead other the world in ensure we provide the best of class service to our end users while keeping our applications risk free.

Requirements

• Prior in-depth experience in supporting and managing global enterprise-wide platforms
• Experience with being part of the team that provides 24x7 coverage across different regions
• Exposure to capital markets or investment banking
• Must have a Bachelor of Science degree or equivalent
• Excellent verbal and written communication skills
• Must have strong leadership skills and collaborate well with others
• Self-motivated, takes initiative, and works well in a team setting
• Proven experience with the principles of ITIL Incident Management, Problem Management and Change Management
• Experience with RHEL Unix / Linux / Windows environments and basic scripting (Perl, Bash, Python, Powershell, batch)
• Experience with MS SQL / Sybase or other equivalent relational database. Ability to write on the fly DB statements
• Disciplined approach to document all processes, issues and user stories in Confluence and Jira, combined with strong analytical/critical thinking and ability to continuously multitask and manage priorities
• Confidence and capability to quickly learn a new portfolio of applications, become an SME and train demanding users.
• 3+ years working experience in Production Services capacity.
• Disciplined approach to document all processes, issues and user stories in Confluence and Jira
• Strong analytical/critical thinking with the implied ability to continuously multitask and manage priorities
• Experience with Follow the Sun model

Nice To Haves

• Preferred having worked in Capital Markets or equivalent.
• Experience with BMC Control M/ Airflow preferred, Autosys, Tidal or other batch scheduling platforms acceptable.
• Experience with BI tools like Tableau or Power BI
• Knowledge of Data bricks, Snow flake and data hydration
• Proven history building proactive application monitoring across all environments via ITRS Geneos, AppDynamics, Dynatrace)
• Experience with CI/CD pipeline automation (GitHub, Nexus, RLM, Ansible, Elastic, Logstash, Kibana, Jenkins and more)
• Hands on exposure to: MemSQL, Ignite, Java Spring, AWS, S3, MongoDB, Data lake, Docker, Kubernetes and more

Responsibilities

• Responsible for working with the Client (CRM) & Banking team on providing business in class service globally
• Build tooling to automate monitoring, deployment and our capability to employ DevOps and CI/CD capabilities.
• Offering technical expertise and support across the entire portfolio of applications
• Managing requests to implement normal/emergency changes, releases and capacity planning.
• Coordinate disaster recovery, planning and execution. Update internal config management and risk systems.
• Provide user facing front office production support for local and remote users leveraging multiple platforms.
• Manage releases and coordinate bugs/enhancement with internal development and external vendors.
• Work closely and integrate with the CTB (Change the Bank) team to engage in collaborative agile based development.
• Engage with various technical partners and stakeholders to achieve stability in the production environment.
• Leverage your strong written and verbal presentation skills including creating of documentation in Confluence runbooks.
• Responsibilities include rotational weekend release work + checks.

Benefits

• bonuses
• flexible benefits
• competitive compensation
• commissions
• stock where applicable
• Leaders who support your development through coaching and managing opportunities
• A world-class training program in financial services
• Flexible work/life balance options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level