Application Support Analyst (AI-Enabled | BA & Development Hybrid)

Responsibilities

We are looking for an Application Support Analyst who brings a balanced mix of production support, business analysis, and technical development skills, enhanced by the use of AI tools and automation techniques.
In this role, you will ensure the stability of business-critical applications while actively contributing to continuous improvement, automation, and solution design. You will collaborate closely with business stakeholders and development teams, occasionally functioning as a Business Analyst or Developer depending on project needs.

Key Responsibilities
Production Support & Operations
•    Monitor daily batch jobs and application processes, ensuring smooth execution.
•    Provide Level 1, 2, and 3 support, troubleshooting incidents and resolving issues efficiently.
•    Conduct root cause analysis (RCA) and implement preventive solutions.
•    Prioritize incidents based on business impact and urgency.
•    Participate in on-call rotations, maintenance windows, and support during infrastructure activities.
•    Maintain a stable production environment with minimal disruption.

AI & Automation Enablement
•    Use AI tools (e.g., Copilot) to improve efficiency in debugging, log analysis, and documentation.
•    Apply prompt engineering techniques to accelerate daily operational tasks.
•    Identify and implement opportunities for automation of repetitive processes.
•    Enhance monitoring systems with intelligent alerts and automated responses.

Business Analysis Responsibilities
•    Work with stakeholders to gather and translate business requirements into technical solutions.
•    Analyze incidents and user needs to identify functional improvements.
•    Create and maintain: 
o    User stories
o    Functional documentation
o    Acceptance criteria
•    Participate in Agile ceremonies and contribute to backlog refinement.
•    Act as a liaison between business and technical teams, ensuring clear communication and expectations.
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Development & Technical Contributions
•    Develop and maintain scripts using Python, PowerShell, Unix Shell, or Batch to automate processes.
•    Read, analyze, and troubleshoot Java or .NET application code when needed.
•    Work with APIs to: 
o    Integrate systems
o    Build lightweight tools or utilities
•    Contribute to minor enhancements, bug fixes, and technical improvements.

DevOps & Release Support
•    Execute deployments and support change management processes.
•    Work with CI/CD pipelines such as Jenkins, GitHub Actions, or similar tools.
•    Perform QA testing for new features and releases.
•    Participate in infrastructure tasks including: 
o    Upgrades and patching
o    Disaster recovery testing

Monitoring & Tools
•    Use monitoring and scheduling tools such as: 
o    Elastic Stack (ELK), Grafana
o    Autosys / UC4
•    Improve system observability by building dashboards and alerts.
•    Continuously enhance application monitoring and operational controls.

Collaboration & Communication
•    Collaborate with global teams across Canada, the US, Paris, and Bangalore.
•    Handle user requests efficiently while maintaining clear communication.
•    Provide timely updates and manage stakeholder expectations effectively.

Profile required

Required Skills
•    Strong scripting skills: Python, PowerShell, Unix Shell, Batch
•    Solid knowledge of SQL and relational databases
•    Experience with monitoring tools (Grafana, ELK) and schedulers (Autosys, UC4)
•    Experience with CI/CD tools (Jenkins, GitHub Actions, TeamCity, etc.)
•    Familiarity with AI tools and prompt engineering concepts
•    Experience in Agile environments
•    Ability to manage multiple priorities effectively
•    Experience with production support and on-call rotation

Preferred Qualifications
•    Experience in financial services
•    Knowledge of Azure and/or AWS cloud platforms
•    Experience with enterprise application troubleshooting (Java/.NET)
•    ITIL certification
•    Exposure to automation, AIOps, or AI-driven operational tools

Role Value
This position is ideal for professionals who want to go beyond traditional support and:
•    Work across Support, Business Analysis, and Development
•    Leverage AI to increase efficiency and innovation
•    Contribute to automation and modern DevOps practices
•    Grow into roles like SRE, Technical Analyst, or AI-enabled Engineer

LANGUAGE: 

Ability to communicate in English, both orally and in writing, is a requirement as the person in this position will need to collaborate regularly with colleagues and partners in the United States.

Due to US Federal Securities law that may apply to this position, candidates who will apply for this position may be required to submit to an enhanced background screening, including the collection of their fingerprints by a third-party vendor selected by the Financial Industry Regulatory Authority ("FINRA").