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Senior IT Support Analyst

Apply now Job ID 7492482352 Date posted 05/03/2021

Primary Locations: Montreal, Quebec

Employee Status: Regular

Schedule: Full-time


  • Do you love being the go-to person for all computer-related problems?
  • Are you an expert in IT office support?
  • Do you love helping users?
  • Do you thrive working in a fast-paced and dynamic environment?

You will work with the specialized user environment management team to provide advanced technical services and support to Financial Markets and Trading employees. You will promote the growth of these sectors in line with their business objectives by analyzing and understanding their needs.

More information about the role

  • Be the on-site point of contact for all the IT-related issues encountered by VIP users in the Montreal office and offer advanced end-to-end technical support to resolve simple and complex computer issues.
  • Provide clients with level 2 IT support and ensure rapid resolution to minimize downtime.
  • Work with other IT teams to resolve issue quickly and help rollout new technologies.
  • Follow up with users and business partners to confirm that their needs have been met and show them how to optimize solutions, processes/procedures.
  • Be proactive by anticipating and mitigating potential issues and identifying root causes to minimize the likelihood that issues will reoccur.
  • Record all incidents in our ITSM ticketing system (Remedy); enter a description, details of each intervention and the solution adopted.
  • Be part of a support community using collaboration tools.
  • Help users work more effectively with new collaboration tools, including Office 365 (Yammer, Sharepoint, Teams, etc.) to maximize efficiency and productivity. Be proactive by innovating and suggesting ways to better use new technologies.
  • Assess the potential impacts of rolling out new technologies and take part in various complex analyses to assess and identify potential issues with the Financial Markets/Trading ecosystem. Make recommendations to optimize system efficiency and resolve major/minor issues.
  • Ensure the integrity of computerized data and system stability.

In addition, you will:

    • Organize lunch and learn user training sessions to onboard new users.
    • Participate in IT project analysis and other project activities.
    • Help create and maintain documentation and procedures for all systems, including IT policies and standards, and ensure compliance.
    • Configure/set up workstations and modify existing applications to meet users' needs.
    • Work with IT partners to ensure the smooth operation and maintenance of applications and systems.
    • Learn how users use various trading systems and Office 365 tools, including Excel, and make sure that VBA macro scripts are configured for optimal performance.

  • Proven experience in IT support level 2
  • Excellent ability to prioritize work based on urgency
  • Ability to work in a dynamic and fast-paced environment
  • Excellent communication skills and the ability to explain concepts in plain language
  • Excellent leadership qualities
  • Excellent knowledge of Microsoft Windows 8.1 and 10
  • Excellent knowledge of Office 365 collaboration tools
  • Good knowledge of Excel macros and Visual Basic applications
  • Good knowledge of Active Directory, Azure AD, SCCM, Exchange
  • IT support experience for trading, financial markets, an asset
  • Experience with trading applications (Bloomberg, Reuters, Thomson Products, etc.), an asset
  • French a requirement, English an asset

The Bank has innovated by modernizing its performance evaluation system to better meet our clients’ evolving needs. From now on, the corporate values (expected behaviours) of partnership, agility and empowerment count as much as the business objectives.

Working at National Bank means having access to competitive working conditions, a wide range of employee benefits, a dynamic work environment and telemedicine services.

 National Bank values all aspects of diversity and sees it as a tremendous source of wealth. We want to offer an open, respectful work environment where all employees can achieve their full potential. Senior management has made a concrete commitment to promote this value across all sectors of the organization.  We're committed to providing accommodations as needed and ensuring accessibility during the recruitment process and after hiring.  If you have any specific needs, please let us know during our initial conversation and we'll be happy to accommodate you.

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JobField: IT

Unposting Date: 2021-05-17

Job Number: IT001EP

Posting Date: 2021-05-03

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