Senior Support Analyst

At our company, we have been helping our customers and communities for over 125 years. Working with us means being part of a team of talented, passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.

Harris is committed to an inclusive, equitable and accessible workplace. We are an Equal Opportunity Employer. By embracing diversity, we gain strength through our people and our perspectives.

Job Purpose/Mandate

The Senior Support Analyst is responsible for the installation, testing, evaluation and implementation of related systems and provides 24/7 support of upgrades and maintenance, focusing on desktop components and associated applications to manage servicing impacts. 

Accountabilities

•           Provide and ensure a high level of customer service and timely delivery of technical services

•           Escalate and provide status requests of network, server, database and application related technical support issues

•           Log, update and monitor tickets in Remedy (incidents of failure and user requests)

•           Manage ticket queue to prevent SLA breach status and escalate when breached

•           Analyze and escalate performance problems and/or outages for software applications

•           Investigate, escalate and provide status for requests on issues to other IT organizations for incident and problem resolution

•           Maintain knowledge and understanding for a range of products within the supported business environment including escalation process

•           Provide input to the strategic direction defined by the bank to LOB representatives who seek to improve reliability and/or availability of systems and applications

•           Provide technician assistance to project coordinator(s) for projects/initiatives

•           Provide technical assistance in testing & implementation of applications and hardware

•           Provide technical assistance for install, test and updates to vendor application fixes

•           Document software and software interfaces including hardware

•           Provide technical assistance to LOB representative and vendors when needed

•           Provide LOB and its supporting groups feedback which adhere to BMO’s technology strategy

•           Provide input to LOB groups for new or upgrade of hardware and software based on day-to-day support experience and knowledge

•           Participate in departmental initiatives and tests of BCP which adheres to BMO security guidelines & contingency plans

•           Participate in the successful completion all client projects

•           Participate in user moves, during normal and non-business hours when needed

•           Perform and conduct activities that contribute to the Bank’s directions and initiatives

•           Prioritize and complete daily, weekly, and monthly tasks

•           Ensure effective communication between LOB, other IT groups and vendors.

•           Adhere to data processing policies, practices and technical standards to other IT support groups and application vendors

•           Provide rapid response to Desktop Support management questions

•           Provide Desktop Support management with time sheets weekly

•           Provide Desktop Support management with requests for time out of the office well in advance of the dates

•           Provide out of office messages on cell, desk phone, and email when not in the office

•           Provide email or voice mail call in for any late arrival, early dismissal or non-planned out of office time

•           Attend staff/technical meetings as requested

Knowledge

•           Possesses a university degree/college diploma in related field or equivalent work experience, and/or 5 to 7 years experience in Banking applications or technical support environment.

•           Demonstrates solid knowledge of supported systems and products.

•           Demonstrates solid knowledge in terms of Problem Management, Change Management, Implementation Processes, Configuration and Release Management.

•           Displays applied knowledge and understanding in various industrial best practices and standards, e.g. ITIL, ISO

•           Illustrates solid knowledge of IT industry directions and trends.

•           Exhibits sound knowledge of Bank’s organization, policies, procedures, and methodologies.

Skills

•           Possesses solid communication skills, both written and verbal

•           Demonstrates solid interpersonal skills

•           Displays applied problem solving and analytical skills

•           Is self-motivated, goal oriented, and customer-service oriented

•           Illustrates solid customer service skills

•           Exhibits solid teamwork skills and is able to work independently

•           Is able to prioritize effectively and multi-task

Working Conditions

The working environment provides minimal exposure to discomfort or danger. Work hours include normal business hours with scheduled on call rotating (7/24) shifts and after hours on-site. Some travel between sites within the designated area may be required. 

Harris thanks all applicants. We advise only those who qualify for an interview will be contacted.

To be considered for this opportunity with Harris N.A. visit our website at www.harrisbank.com and post for position #59204 or 59205.