Junior Application Support Analyst | IT CIB

Within the IT CIB department of GBCR, the Credit Risks team maintains a set of applications that are used by Natixis to calculate all relevant metrics that are used to monitor the financial activities of the bank. These are applications used in a daily basis, and for which there is a project to ensure high availability by providing technical support, monitoring and maintenance.

The Credit Risks Support team is an application support team working in a sensitive and critical environment, with a combination of dedicated resources, technical and interpersonal attributes to provide a specialized support on the incidents raised by IT Credit Risks department.

Role

The role for Application Support Engineer aims to:

• Work in a L1 IT functional Support.
• Provide production support with dedicated KPI’s to end-users for all application issues and respond to queries in a timely manner.
• Effectively manage and solve production incidents.
• Pro-actively provide information to users on the progress of outstanding support.
• Monitor applications in an effective and compliant.
• Contribute consistently to the continuous automation and improvement of the applications.
• Enhance user’s satisfaction by solving incidents/problems effectively and efficiently.
• Ensure the proper troubleshooting and incidents follow up.
• Create and maintain comprehensive project documentations.

• Proven experience in Customer Support roles, namely L1.
• Knowledge / experience working with JIRA.
• Proficiency in English (>B2).
• Passion for methodology & framework implementations as well as process improvement.
• Excellent debugging and problem-solving capability, efficient multi-tasking in a fast-paced, constantly evolving environment.
• A customer-centric spirit: empathy and ownership of customer issues.
• Strong interpersonal, relationship, management, and communication skills.

Nice-to-have

• Experience with SQL
• Experience with log analysis
• Knowledge of French.
• Understanding in object-oriented languages
• Experience in SQL
• Familiarity with basic ITIL
• Familiarity with basic Financial concepts

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