Senior Analyst Business And Technology Support

Description

National Bank Independent Network (NBIN) is the premier provider of trading and custodial services to Portfolio Management (PM) firms across Canada, carrying broker services to IIROC registered Introducing Broker (IB) firms, and trading and custodial services to Prime Brokerage (PB) and Investment Fund Management firms.

We’re looking for a senior application support analyst to come join a team at NBIN that straddles the worlds of business and technology. This role is primarily focused on assisting NBIN clients and internal partners with their application issues, including general how-to inquiries. Other important responsibilities include triaging system issues with the appropriate Technology partners. The ideal candidate is client-centric and a natural problem-solver with the patience and interpersonal savvy to succeed in a dynamic, team oriented environment. They are flexible, adaptable, motivated to continuously enhance the client experience, and able to provide off-hours support on a rotating on-call basis.

This role is primarily focused on assisting NBIN clients and internal partners with their application issues, including general how-to inquiries. Other important responsibilities include triaging system issues with the appropriate Technology partners.

Key Responsibilities

• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the team to enhance overall client service
• Conduct testing of new releases to ensure successful implementation with no impact to the existing environments
• Provide support involving NBIN CRM2 and statement reporting processes
• Set up data feeds for clients and vendors as well as troubleshooting file issues
• Act as a liaison between our IT partners and users, effectively communicating in both business and technical terms
• Provide after hours and occasional weekend support for changes/releases, when required
• Provide technical support to our clients on third party systems utilized by NBIN
• Resolve escalated complex or sensitive inquiries from both internal and external clients and ensure they are satisfied with the solutions and quality of service offered
• As a subject matter expert on NBIN applications you will manage daily system support inquiries from NBIN teams and clients

We want to contribute to your quality of life by offering you as much flexibility as possible in your work. For example, we offer hybrid work (remote and in the office), work schedule arrangements to help you achieve work/life balance and flexible leave that you can take when it’s important to you.

Qualifications

• Bilingualism both written and spoken (French and English), an asset
• Excellent written and verbal communication skills
• Excellent problem solving and analytical skills
• Bachelor's degree in a related field and four years' relevant experience OR Master's degree in a related field and two years' relevant experience OR University certificate/undergraduate diploma from the National Bank University Program and six years' relevant experience
• Understanding the account opening process and IIROC regulations in order to support our new account opening platform is an asset
• Experience with IBM OSS/ISM, CRM2, AS400, Croesus, and Thomson Reuters is an asset
• Experience in a client application support role, ideally within the carrying broker and custodial services business

Improve your chances of success with your self-motivation, customer-orientation and your capability to work well both independently and within a team with limited supervision.

Your Benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

• Employee Share Ownership Plan
• Virtual sleep clinic
• Telemedicine service
• Flexible group insurance
• Initiatives promoting community involvement
• Preferential banking services
• Employee and Family Assistance Program
• Health and wellness program, including many options
• Generous pension plan

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

We're Putting People First

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives.

Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.

We want our recruitment process to be fully accessible. If you require accommodations, feel free to let us know during your first conversations with us.

We welcome all candidates! What can you bring to our team?

Ready to live your ambitions?