Application Support Analyst
BNP Paribas
- Sydney, NSW
- Permanent
- Full-time
- 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)
- Vendors (3rd line support & system upgrade)
- Our client’s IT departments
- 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
- 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
- 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
- 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
- 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
- Good understanding of industry standard technologies used in modern working environments
- 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.
- 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.
- 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
- 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
BNPP has won Top employer Europe award in a 10th consecutive year