Application Support Analyst

March 25, 2024

Application Support Analyst

ReferenceITO002655

  • Standard / Permanent
  • AU-NSW-Sydney
  • INFORMATION TECHNOLOGY
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Description of the Department: 

To provide quality, cost-effective, robust IT services / solutions to allow the various BNPP business units to achieve their respective corporate goals and objectives

Summary of the Role:

To be part of the BNP Paribas (BNPP) IT – Service Delivery team, providing production support for all in-house BNPP applications and interfaces, as well as involvement in the delivery of projects, and provision of BCP solutions. Strong commitment to the ongoing stabilization of the production environment through root cause analysis, problem management and process improvement (if appropriate)

Liaises with

Internal:

  • BNPP business units on support activities
  • BNPP Service Delivery Client Support (service desk) 
  • BNPP Service Delivery Night Operator
  • BNPP Project Services (primarily regarding hand-over activities)
  • BNPP Regional IT (primarily regarding infrastructure matters)
  • BNPP Singapore ARCC (escalation of NetIQ alerts)
  • BNPP Global IT (supporting global solutions)

External:

  • Vendors (3rd line support & system upgrade)
  • Our client’s IT departments

Key Responsibilities:

Application Support

  • Application Support of all in-house BNPP business applications and interfaces
  • Application Support of technical components in 3rd party applications used by BNPP business
  • Application support during business hours & rostered after hours support
  • Problem diagnosis and resolution of both emergency and non-emergency incidents
  • Analysis of data related issues to determine how best to resolve application integrity issues
  • Review, analyse, recommend and implement process improvements, and eliminate recurring incidents
  • Technical assistance for BNPP business teams relating to general application queries affecting their functional areas
  • Respond to alerts raised by application monitoring, investigate and resolve
  • Adhere to ITIL best practice for incident management
  • Proactively check overnight processes with a view to identifying issues before they affect deliverables
  • Assist with BNPP Night Operation issue escalations
  • Involvement in project handovers to ensure smooth transition to production support
  • Maintenance of system technical documentation within the Service Delivery knowledge base, BTO database, or Sharepoint
  • Liaise with the business & other IT teams to ensure that system changes and enhancements are done so using Change Management best practice
  • Assist in both internal and external audit activities
  • Compliance with SAS70 requirements relating to IT functions
  • Minor enhancements to application components where appropriate
  • Adhere to all internal controls to minimize risk

Technical Support

  • Monitor application & interface performance and identify improvements to be implemented
  • Ensure database performance, replication and data backups are operating efficiently
  • Assist in keeping DR environment in working order through participation in regular health checks, maintenance activities and tests
  • Maintain inhouse alerting systems to ensure production monitoring captures all system exceptions

Qualifications & Experience required for the role:

Required:

Technical

  • At least 2 yrs financial markets / fund manager / investment administration experience.
  • At least 2 years proven 2nd/3rd level application support, or similar. Service Desk support is not applicable. Developer support of own applications is not applicable
  • At least 4 years proven experience with SQL Server (including programmatic modules). Essential need to understand and write SQL code.
  • Preference for advanced experience in DB maintenance tasks, replication and DB backups
  • At least 2 years MS SQL Reporting and SQL Server Integration Services 
  • Hands-on experience, with supporting evidence, of supporting .NET (C#, VB, ASP) and VBA
  • Proven experience with web service technology, e.g. WCF, IIS
  • Exposure to MQSeries, Websphere, SFTP and other file transfer protocols
  • Experience of monitoring technologies with preference for BMC NetIQ & MS SCOM
  • Degree qualification in Computer Science based subject

Personal

  • Very strong problem diagnosis and problem resolution skills
  • Exceptional ability to take charge and own support issues and support environment
  • Ability to work under pressure, both at an individual and team level
  • Proven track record of prioritising critical issues, with experience of managing conflicting priorities
  • Flexible
  • Customer focus
  • Delivery focus
  • Demonstrated continuous improvement capabilities in previous roles
  • Strong communication skills
  • Proactive
  • Enthusiastic team player
  • Encourage effective teamwork through collaboration, enabling the sharing of skills, experience and ideas

Preferable:

  • Experience with Microsoft Biztalk
  • Exposure to industry standard applications, e.g. HiPortfolio, pControl, SWIFT
  • Thorough knowledge of BNP Paribas Securities Services technical environment
  • Understanding of change control process

Technical Skills required for the role:

  • Good understanding of industry standard technologies used in modern working environments

Core Competencies required for the role:

  • Attention to detail – Ensures accuracy and implements processes to ensure quality of output.  Ensures high personal standards in all areas of work.
  • Technical/professional knowledge – Demonstrates a satisfactory level of technical and professional skills/knowledge in job related areas.  Keeps abreast of current developments and trends in area of expertise
  • Technical/professional proficiency – Demonstrates a satisfactory level of performance in specific technical / professional areas
  • Responsiveness – Adapts when facing new or unforeseen situations.  Delivers on time the required service.
  • Risk awareness – Adheres to the organisation’s processes and procedures.  Demonstrates a good understanding of compliance issues and implements work practices that minimise operational and reputational risk
  • Innovation – Proactively looks for opportunities for continuous improvement and thinks creatively
  • Accountability – Committed to achieving the organisation’s objectives.  Demonstrates perseverance and is accountable for own actions.
  • Change management – Displays flexibility to change and is open to new ideas.  Encourages others to be open to innovation.  Values feedback and gives people scope and confidence to generate ideas.
  • Client Focus – Complete commitment to provide professional, intelligent and timely responses to our clients’ needs and to changes in the market
  • Collaborative approach – Supports and shows respect for others.  Puts people first, and works effectively with individuals, teams and clients.
  • Commercial Focus – Demonstrates awareness of the wider business market and the need to drive actions that lead to profitability.  Understands how their contribution to business objectives can impact on profitability.
  • Commitment – Committed to our customers, shareholders and employees. Demonstrates enthusiasm towards the organization and motivation to add value and be part of the organization.
  • Communication – Oral:  Expressing ideas effectively in individual and group situations.  Adjusting communication style to match the needs of the audience.  Written:  Expressing ideas clearly in all written documents.  Using professional, appropriate language at all times, and adhering to the use of the BNPP Email Protocols.
  • Creativity – Seeks to improve the organisation by taking new initiatives, sharing ideas and offering creative proposals
  • Excellence – Results driven, committed to achieve consistently high standards in people, products and service that will make us the provider of choice for clients, and deliver returns for shareholders
  • Financial decision making – Undertakes actions requiring the analysis of financial information.  Develops alternative courses of action that are based on logical assumptions and factual information, and that take resources into consideration.
  • Impact & influence – Creates a positive and professional impact on others.  Uses effective strategies to win others over.  Exhibits persuasive representation of team and business objectives.
  • Individual Leadership – Uses an appropriate interpersonal style to inspire and guide colleagues towards goal achievement.  Adjusts behaviour to accommodate tasks, situations and individuals.
    Negotiation – Uses professional, commercially focused negotiation strategies that gain all parties’ support and acceptance and lead to a positive outcome for the organisation.
  • Operational decision making – Relates and compares data on operational (i.e. day to day) effectiveness from different sources.  Establishes goals and requirements that reflect organisational objectives and values.
  • Planning & Execution – Establishes courses of action for self and others to ensure work is completed efficiently.  Effectively manages own time and resources to meet deadlines and quality standards.
  • Quantitative analysis – Understands and evaluates numerical data, tables, charts or graphs.  Performs calculations, makes comparisons and combines quantitative information.
    Resilience – Continues to work effectively and pursue goals when faced with obstacles, periods of change and uncertainty, or resistance from others.  Maintains effectiveness in uncertain or ambiguous situations.
  • Strategic decision making – Identifies and understands issues, problems and opportunities.  Takes action that is consistent with the strategic direction of the organization.  Recognises the short- and long-term consequences of decisions on the organisation’s strategic direction.
  • Team Orientation – Works with the team and the broader organisation towards shared goals and treats all colleagues and clients as partners    

About BNP PARIBAS

As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance. 

We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.

•    BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
•    BNP Paribas MixCity which fosters better representation of women at all levels of the organization
•    Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
•    BNP Paribas CulturAll which celebrates diverse backgrounds

BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.

https://careers.apac.bnpparibas/

More information 
BNP Paribas – Diversity & Inclusion Journey
BNP Paribas – The Bank Of Green Changes

Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive year

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