At Broadridge, we’ve built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.
The Application Analyst is an integral member of the Client Service Team. The Application Analyst is responsible for the assignment of item for Triage and or Testing. Monitoring all P1 notification to see if we have enough information to move forward and assignment for triage if required. Reviewing back to client response prior to be sending back to the client, reviewing test results for production patches. Code Reds and escalation for On-Call staff. This position involves conversing with clients over the phone and via e-mail to resolve problems and answer questions on the RPM’s and Winfund suite of products. The qualities we seek in candidates are a combination of people skills, professionalism, initiative, adaptability, and the ability to deliver regardless of obstacles with enthusiasm and efficiency.

Key Job Functions/Responsibilities

• Your primary responsibility is to ensure the availability and functionality of all RPM/Winfund products for our clients with minimum downtime
• Meet external (client) and internal Service Level Agreements (SLA)
• Monitor incoming items new issues and responses to existing items
• Ensuring the team is setting up the items in a timely manner our project/time-tracking system (R*Tracker and or SMART IT) for client submission. Production items are our first priority
• Review of incoming items to ensure there is enough background and details to allow triage
• Monitoring of Client Activity Request (CAR) items for ASP adhoc request from Clients in (R*Tracker and or SMART IT). Production requests are our priority
• Monitoring of Client Activity requests from other areas of the company to ensure they are in good order
• Monitoring of Pager Duty alters during core hours
• Monitor to ensure requests are processed in a timely manner
• Ensure any client issue is handled by priority
• Provided short term solutions were possible
• Providing guidance or direction to assist QA/Support with Triage and Testing when needed
• Review of team members’ test results and advising client services the item is ready for release
• Work closely with other departments in the company to determine root cause and future action for client incidents
• Work with other support team member to ensure all of our areas are in good working order.
• Draft response to client and RPM found issue and request peer review prior sending to the client
• Review of client response from the support teams
• Manage the On-Call schedule and pager rotation lists. – Back up to team lead is away
• Yearly review of On-Call procedure and updates – Back up to team lead is away
• Create and submit the On-call payment form to Renee for approval, once approved forward to Payroll Canada – Back up to team lead is away
• Yearly review of support standard operating procedures
• Attend code red calls and ensure items are moving along as quickly as possible
• Refresh of internal area’s, updating CVL and backup locations spreadsheet
• Upgrading of internal area’s
• Other duties as required

Meetings

• Deployment check list meeting for deployments on the ASP
• Attend DEFREV meeting of review support item to determine if we can approve them to be converted
• Co-Managing the team daily check in meeting
• Prepare of the SITREP/SRS reports and attend meeting
• Attend meeting on moving to BR tools

Basic Skill Level Requirements

Education:

• Post-secondary education or equivalent experience desired

Experience:

• Minimum 2 years financial/brokerage industry experience
• Solid understanding and experience with the wealth management industry (preferably in banking, funds, or transfer agencies)
• Intermediate experience with Windows XP/Vista/7, Internet Explorer, MS Office, Windows Server, SQL Server
• Proficient with MS SQL language to execute queries against a database
• Knowledge of software development, implementation and quality assurance methodologies is an asset

Skills/Tools:

• Proactive “service-first attitude” to responding to changing demands and priorities
• A proactive, “service-first” attitude
• Excellent written and verbal communication skills
• Exceptional organizational skills, with proven experience prioritizing work and handling several projects at a time are essential for success
• Superior problem-solving skills with strong analytical abilities
• Good judgment and decision-making skills
• Ability to work well under pressure while handling difficult customers professionally
• Bilingual (English/French) is preferred but not required

Recruitment Process
Throughout your application process, you may be asked to connect with us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have.
Background Check Process

Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

• Employment verification
• Education verification
• Credit inquiry
• Canadian criminal record check

Workplace Flexibility
We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.
At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.
Accessibility & Accommodation
Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.

LI-Hybrid

LI-SS1

Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.
We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates diversity in all its dimensions

• Your primary responsibility is to ensure the availability and functionality of all RPM/Winfund products for our clients with minimum downtime
• Meet external (client) and internal Service Level Agreements (SLA)
• Monitor incoming items new issues and responses to existing items
• Ensuring the team is setting up the items in a timely manner our project/time-tracking system (R*Tracker and or SMART IT) for client submission. Production items are our first priority
• Review of incoming items to ensure there is enough background and details to allow triage
• Monitoring of Client Activity Request (CAR) items for ASP adhoc request from Clients in (R*Tracker and or SMART IT). Production requests are our priority
• Monitoring of Client Activity requests from other areas of the company to ensure they are in good order
• Monitoring of Pager Duty alters during core hours
• Monitor to ensure requests are processed in a timely manner
• Ensure any client issue is handled by priority
• Provided short term solutions were possible
• Providing guidance or direction to assist QA/Support with Triage and Testing when needed
• Review of team members’ test results and advising client services the item is ready for release
• Work closely with other departments in the company to determine root cause and future action for client incidents
• Work with other support team member to ensure all of our areas are in good working order.
• Draft response to client and RPM found issue and request peer review prior sending to the client
• Review of client response from the support teams
• Manage the On-Call schedule and pager rotation lists. – Back up to team lead is away
• Yearly review of On-Call procedure and updates – Back up to team lead is away
• Create and submit the On-call payment form to Renee for approval, once approved forward to Payroll Canada – Back up to team lead is away
• Yearly review of support standard operating procedures
• Attend code red calls and ensure items are moving along as quickly as possible
• Refresh of internal area’s, updating CVL and backup locations spreadsheet
• Upgrading of internal area’s
• Other duties as require