City : Canada

Category : Other

Industry : Financial Services

Employer : Richardson Wealth

• Triage of second and third level issues and manage those issues to resolution by working with internal teams and vendors
• Using SQL queries and code reviews to investigate issues
• Develop and maintain adhoc queries for business units using MS SQL Server
• Actively participation in the Project Management Life Cycle (PMLC) and Change Management processes
• Use a ticket system in order to track and manage all open issues and/or requests
• Responding to and resolving tickets within internal SLA (Service Level Agreement) and ensuring responses to end clients promote customer service excellence
• Communication with end users and business owners of system incidents and maintenance activities 
• Managing of vendor relationships to ensure they are meeting deliverables as well as ensuring they are operating within their SLA  
• Develop and execute implementation plans for test and production environments
• Create and maintain system support guides and process documents for all systems supported by  team
• Actively cross-train and knowledge share with team members
• Analyze and identify trends as related to application support and incident management
• Some after hours and weekend support may be required

• Post Secondary degree/diploma preferably in business or IT related fields
• Canadian Securities Course (CSC) and/or ITIL certifications an asset

The primary responsibility of the role is providing second level support to users on Richardson Wealth platforms through strong communication, impact analysis, problem solving, and incident management. Additional the role will actively participate in projects ensuring successful transition of applications from projects to support.