Application Support Analyst

at  CGI

WHAT WILL BE YOUR DAY-TO-DAY?

A hands-on functional support analyst, responding to users’ requests, analyzing functional process related to technical investigations, working with BA’s and developers for testing and homologation.
Main responsibility is to be a Point of Contact in AMER for one or more functional lines with respect to users/project requests.

SUMMARY OF RESPONSIBILITIES:

• Study and analyze functional requirements, functional issues and bugs, processes in fixed income, equities, securities and processing domain.
• Coordinate solution workshops, document requirements with BA’s and developers.
• Coordinate with users to produce comprehensive test plan and develop user signoff criteria. Hands-on involvement in analysis and documentation of testing results and review with end-users.
• Work in group, solve/address problems in the root, highlight potential issues/improvements.

DAY-TO-DAY RESPONSIBILITIES

• Provide rapid resolution to functional and technical issues and report incidents to the appropriate chain of command. End-users included: Traders, Sellers, Auditors, Middle Office.
• Solve functional problems in a complex financial environment, with varied applications and regional and / or global architectures. Multi-tasking environments.
• Provide functional and technical expertise (log analysis) to produce and promote quality and sustainable solutions. Define and maintain the application support guide.
• Communicate with users in connection with application failures.
• Liaise with teams from New York, Paris.
• Understand the regulated environment and the constraints of client activity.
• Perform homologation/post-deployment testing of new releases (quality assurance).
• Respond to the user within a set timeframe depending on the severity of the problem, document and track (case study, issues, impact studies, action plan).
• Provide timely communication of project production and status to the client and IT management.
• Ensure effective oral and written communication with the various audiences and at the appropriate levels.
• Collaborate with the global support team (Paris / Asia) to ensure quality support for end-users.