Business Analyst/System Analyst
Typical Day in Role:
-Act as a primary for day-to-day operational and production support for the Operational Risk technology solutions by coordinating activities with global stakeholders and support teams – escalate issues, lead service recovery teams, and ensure that root cause analysis is conducted.
• Escalate to Senior Manager for assistance and/or escalation purposes, to quickly analyze problems and resolve escalated issues, and provide recommendations to management regarding resolution.
• Support the design and manage administrative documentation and procedures for user access & application support. Ensure internal support processes are understood, documented, validated, updated & communicated to key stakeholders.
• Manage Support mailboxes and ServiceNow ticket queue, responding to queries in a timely manner, adhering to documented Service Level Agreements (SLAs).
• Manage communication with business partners and effectively communicate with the technology groups as well as users throughout the Bank.
• Under the direction of the Senior Manager provide support in the delivery of Operational Risk technology solutions that meet business objectives, enabling users to perform system activities effectively and efficiently.
• Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of their respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations concerning operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook, and the Guidelines for Business Conduct.
• Champions a high-performance environment and contributes to an inclusive work environment.
Additional/Optional Responsibilities
• Support any necessary data mapping and documents information flow to support specific business requirements.
• Support the development and implementation of change management strategies to maximize user adoption while minimizing barriers with GOR systems.
• Support the delivery of system training and knowledge transfer to user communities.
• Receives direction from the Senior Manager while following Bank policies and procedures, addressing routine GOR system service-related matters independently, keeping management informed, and escalating problems promptly.
• General knowledge of the Bank’s operating environment and organizational structure is required.
• Maintain awareness of regulatory requirements and industry best practices in operational risk.
Candidate Requirements/Must Have Skills:
1) 5+ years of relevant functional and/or technical experience, preferably as a Business Analyst/System Analyst (Has a basic knowledge of web-based systems. including workflow process capabilities)
2) Working knowledge of Microsoft Office productivity tools (Word, PowerPoint) and advanced skills in the use of MS Excel (macros; formulas)
3)3+ years of experience completing and analysing quantitative and qualitative research
4) Experience with JIRA/Confluence
Nice-To-Have Skills:
1) Fluency in Spanish
2) Experience with Operational Risk platforms and methodologies, and their application in judicious decision-making
3) Experience with mapping & flow chart software tools (e.g., MS Visio)
4) Experience working in FI
Soft Skills Required:
-Strong communication and presentation skills
– solid problem-solving skills
•Growth mindset with intellectual curiosity, proactiveness and passion for continuous learning
•Solid interpersonal skills with the ability to build strategic relationships and influence stakeholders
•Ability to present complex information in a simplified way to various audiences
Education:
Post-Secondary degree/diploma + required work experience will suffice
Best vs. Average Candidate
The ideal candidate would be willing to take initiative and be able to quickly translate the issues from the end-user to solutions to the business team. The ideal candidate would always resolve issues within the given SLA and would be an enthusiastic individual, curious to learn more about their role.