Operations Analyst Production Support, Gft

What will you do?

• Provide expertise in Delivering and Supporting IT Risk EUDA controls using the ClusterSeven suite of applications.

• Under the guidance of the Team Manager, collaborate and support Lines of Business in satisfying audit and regulatory requirements, deferring to the Team manager as appropriate.

• Help support business users in line with Global RBC EUDA Policies aided by ClusterSeven applications and services, deferring to the Team manager as appropriate.

• Provide necessary training and support to new and existing ClusterSeven users primarily in the US, Canada and Caribbean.

• Ensure documentation issued is up to date, accurate and usable by all levels of ClusterSeven users.

• Support users to gain access to all ClusterSeven tools, in line with licensing rules and in the use of MyMarketPlace.

• Ensure incidents, problems and changes are raised as appropriate in ServiceNow and that these are resolved and closed in a timely manner.

• Ensure all changes raised in a timely manner, are correct and are closed in ServiceNow.

• Ensure the team manager is advised of new clients, assist in introductory meetings.

• Ensure necessary activities are fulfilled in line with RBC IT Risk Policy and Processes

• Assist with the execution of disaster recovery exercises bi-annually, for both London and Toronto.

• Always provide outstanding customer service.

• Complete weekly user reports detailing outstanding reviews and approvals to aid users in adhering to the RBC Global EUDA policy.

• Keep records of all ClusterSeven licenses issued OR reclaimed from users to help ensure our contract obligations to the vendor are not breached and provide monthly senior management reports.

• Complete monthly reporting of the state of the ClusterSeven environment to the wider GFT team on a monthly basis.

• Ensure the Connect Site is always current, ensuring relevant documentation and information is available.

• Support the team manager in the testing of product releases.

• Help perform upgrades and enhancements to the production applications during weekends.

What do you need to succeed?

Must-have

• Excellent communication skills at all levels to varying degrees of ability.

• Ability to convey instructions verbally and written, in layman's terms where required.

• Confidence to speak to large groups of strangers.

• Customer focussed with the desire to forge lasting relationships.

• Intermediate skills in Excel \ Access and VBA.

• Attention to detail.

• Self-motivated, self-starter.

• Ability to work alone and as part of a close-knit team.