Ottawa or Calgary, ON, CA
Application Support Analyst
Take a central role
The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in our environment.
Building on the principles that have always guided us – excellence, integrity and respect – we strive to be forward-looking and innovative, to welcome people with diverse perspectives and talents, and to earn trust by living up to our commitments and by clearly explaining the intent of our policies and actions.
With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers: Working Here - Bank of Canada
Find out more about the next steps in our Recruitment process.
Did you know?
Payments Canada, the Financial institutions, the Canadian Payments Industry and the Bank of Canada are all engaged in a multi-year Payments ecosystem modernization journey which will, among other things, be replacing LVTS and ACSS and introducing a new real-time retail payment system.
What you will do
You will report directly to the Support for Operations Systems (SOS) Manager in our Banking and Payments Department (BAP). Working closely with individual business lines and ITS, you will be the initial point of contact for our customers, internal and external. You will be responsible for delivering first-level business support to back-office and other operations teams for end-user applications and automated systems on a variety of platforms and operating systems. This support ranges from responding to application-related and business-related questions and requests.
The hours of operation are staggered and within 7:00am to 5:00pm Eastern Time. There is a requirement to be available for overtime.
Specifically, you will:
- Assess, analyze, manage, resolve or redirect application and system support requests ensuring requests are tracked, updated and resolved promptly
- Coordinate and control access to the business applications
- Troubleshoot and problem solve root cause of application malfunction and involve others when necessary
- Contribute to improvements to support processes, documentation and tools that are key to the team’s business
- Contribute to the maintenance of reports and dashboards
- Assist in creating and updating process and procdedural documentation
What you need to succeed
- Solid understanding of support methodologies, problem-solving approach and analytical skills
- Ability to easily decipher technical information and can resolve technical and business-related problems
- Sound decision-making skills to recommend appropriate solutions by gathering information across various platforms
- Excellent planning and organizational skills while performing multiple tasks
- Solid interpersonal and collaboration skills with strong client-service orientation
Nice-to-have
- Knowledge of structured analysis techniques and development tools as applied to business processes, automated systems and workflow analysis
- Understanding of server, and networking technologies and their relationships with business systems
- Knowledge of Canada's financial system
- Experience participating in projects, testing activities or internal and external committees as a subject-matter expert
- Service desk / Help desk experience or application support experience
- ITIL foundations
Your education and experience
- a college diploma in business, computer science or management information systems with six years of experience supporting business applications and/or banking-related business
or
- a university degree in business, computer science or management information systems with five years of experience supporting business applications and/or banking-related business
or
- an equivalent combination of education and experience may be considered
Language requirement
The Bank’s work environment is conducive to the use of both of Canada’s official languages - English and French. The position language requirement is Level 5 (Fully Functional). If a qualified candidate who meets the language requirement of the position is not found, a qualified candidate who does not meet the language requirement may be considered. Training may be provided to help reach the required level. Both bilingual and unilingual candidates are encouraged to apply.
What you need to know
- Priority will be given to Canadian citizens and permanent residents
- Security level required: Be eligible to obtain Secret
- There will be no relocation assistance provided
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
- The official title for this position is “Business Support Analyst ”
Hybrid Work Model
The Bank offers work arrangements that provide employees with flexibility, enable high-performing teams, and support an excellent workplace culture. Most employees can telework from home for a substantial part of each month as part of the Bank`s hybrid work model, and they are expected on site at the Bank location a minimum of eight days per month to help build connections between colleagues. You must live in Canada, and within reasonable commuting distance of the office.
What you can expect from us
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit A great deal to consider.
- Salaries are based on qualifications and experience and typically range from $72,070 to $84,788 (job grade 14)
- The Bank offers an incentive for successfully meeting expectations at 5 to 7% of your base salary. The Bank offers additional performance pay (3%) for those who exceed expectations. Exceptional performers who far exceed expectations may be eligible for higher performance pay.
- Flexible and comprehensive benefits so you can choose the level of health and dental coverage that meets your needs
- Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
- Option to join the indexed, defined-benefit pension plan after 24 consecutive months of service
We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.