CRM Support Analyst - RBC, Toronto

Role Overview

The Production & Risk Services group at RBC is seeking a CRM Support Analyst in Toronto. This critical role involves supporting and driving the operations of complex Client Technology applications, specifically focusing on customer relationship management (CRM) systems and applications used by Global Investment Banking (GIB). You will ensure operational effectiveness and compliance for our global business, working to provide best-in-class service while keeping applications risk-free. The mission is to deliver maximum system stability, reduce support costs through efficiency and automation, front-to-back problem and capacity management, and mitigation of risk across production environments.

Your Impact

As a CRM Support Analyst, your contributions will be vital to maintaining the stability and efficiency of RBC's global operations. You will provide essential user-facing production support and play a key role in managing releases and coordinating bug fixes, directly impacting the user experience and system reliability. Your work will help ensure operational effectiveness and compliance, supporting our global business and mitigating potential risks.

• Provide user facing front office production support for local and remote users leveraging multiple platforms.
• Manage releases and coordinate bugs/enhancement with internal development and external vendors.
• Work closely and integrate with the CTB (Change the Bank) team to engage in collaborative agile based development.
• Engage with various technical partners and stakeholders to achieve stability in the production environment.
• Leverage your strong written and verbal presentation skills including creating of documentation in Confluence runbooks.
• Coordinate disaster recovery, planning and execution. Update internal config management and risk systems.
• Build tooling to automate monitoring, deployment and our capability to employ DevOps and CI/CD capabilities.
• Managing requests to implement normal/emergency changes, releases and capacity planning.
• Responsible for working with the Client (CRM) & Banking team on providing business in class service globally.

What You'll Bring

To thrive in this CRM Support Analyst role at RBC, you will bring a robust technical background and proven experience in managing enterprise-wide platforms. Your ability to collaborate, lead, and adapt will be crucial in supporting our dynamic global environment, ensuring high-quality service and effective risk management.

Must Have:

• Prior in-depth experience in supporting and managing global enterprise-wide platforms.
• Experience with being part of the team that provides 24x7 coverage across different regions.
• Exposure to capital markets or investment banking.
• Bachelor of Science degree or equivalent.
• Excellent verbal and written communication skills.
• Strong leadership skills and ability to collaborate well with others.
• Self-motivated, takes initiative, and works well in a team setting.
• Proven experience with the principles of ITIL Incident Management, Problem Management and Change Management.
• Experience with RHEL Unix / Linux / Windows environments and basic scripting (Perl, Bash, Python, Powershell, batch).
• Experience with MS SQL / Sybase or other equivalent relational database. Ability to write on the fly DB statements.
• Disciplined approach to document all processes, issues and user stories in Confluence and Jira, combined with strong analytical/critical thinking and ability to continuously multitask and manage priorities.
• Confidence and capability to quickly learn a new portfolio of applications, become a SME and train demanding users.
• 3+ years working experience in Production Services capacity.
• Experience with Follow the Sun model.

Nice to Have:

• Preferred having worked in Capital Markets or equivalent.
• Experience with BMC Control M/ Airflow preferred, Autosys, Tidal or other batch scheduling platforms acceptable.
• Experience with BI tools like Tableau or Power BI.
• Knowledge of Data bricks, Snow flake and data hydration.
• Proven history building proactive application monitoring across all environments via ITRS Geneos, AppDynamics, Dynatrace.
• Experience with CI/CD pipeline automation (GitHub, Nexus, RLM, Ansible, Elastic, Logstash, Kibana, Jenkins and more).
• Hands on exposure to: MemSQL, Ignite, Java Spring, AWS, S3, MongoDB, Data lake, Docker, Kubernetes and more.