IT Support Specialist

Seeing beyond numbers™

At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses, and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within Laurentian Bank.

As an IT Support Specialist, the incumbent will be responsible mainly to provide exceptional technical support and assistance to our employees, ensuring seamless operations of our IT systems. Under the guidance of the Senior Manager, Application Development & Support - Capital Markets & Treasury, he/she will handle requests from the business line, focusing on troubleshooting, user support, and maintenance tasks. This implies proper change management, incidents management, and ad-hoc requests ensuring completion within an acceptable timeframe.

The incumbent will be required to perform L4 / L5 support of multiple applications for the business line. The individual will also review current existing legacy applications and identify potential refactoring and rationalization opportunities.

Responsibilities

• Prepare Technical Conception Documentation:
• Collecting and preparing evidence for internal and external auditors.
• Prepare documentation in a format that respects best internal and external practices, including alignment with Enterprise Architecture.
• Organize conception meetings and obtain required authorizations.
• Prepare estimates for efforts required for support, maintenance, and troubleshooting.
• Support and Maintenance of Applications:
• Manage and support all technical assistance efforts, including but not limited to managing user access and starting/stopping services.
• Adhere to internal support norms.
• Ensure that issues are resolved as precisely and efficiently as possible.
• Apply all new updates available within the support tools.
• Prepare user guide/technical documentation for supported applications.
• Provide recommendations on best support strategies to maintain applications efficiently while keeping in mind best practices.
• Support, Find, Define, and Correct Reported Issues within Applications:
• Capacity to investigate integrated systems in order to find and correct the root cause of issues.
• Perform analysis and resolve issues within applications.
• Identify weaknesses within the code and improve reliability.
• Provide support to Sr Manager/Application Owner for developed (in-house) and vendor-based applications.
• Provide L4 / L5 support to the business line.
• Communication of Project Statuses to the Team Lead or Project Manager:
• Provide weekly progress reports on support activities.
• Consult the manager on support decisions and constraints.
• Recommend new policies and procedures.
• Provide Technical Support and Training to Personnel Responsible for the Systems:
• Act as a resource responsible to answer questions concerning all aspects of the systems.
• Attend meetings and workshops with users and analysts within the enterprise.
• Provide coaching to more junior peers and operational support resources.

Qualifications

• University degree in computer science or a related field and a minimum of 6 years of related experience. All other combinations of education and equivalent experience may be considered.
• Excellent knowledge of ETLs (Microsoft SSIS) & Report Building (Microsoft SSRS).
• Excellent understanding of SQL development (optimization, scripting, stored procedures, etc.).
• Excellent understanding of relational database management systems (Microsoft SQL Server and Sybase, or equivalent).
• Excellent understanding of Unix/Linux.
• Good understanding of the following languages: C# and Typescript.
• Good understanding of the following frameworks: Dotnet core MVC and React.
• Good understanding of PowerShell and Bash Scripting.
• Bilingual (French and English).
• Excellent communication skills.
• Autonomous and proactive in handling requests.
• Ability to work under pressure (incidents, tight deadlines, and several projects at once).
• Ability to work as part of a team and collaborate.
• Analytical mind and demonstrated problem-solving skills.
• Concern for producing quality work and meeting deadlines.
• Sense of responsibility.
• Good understanding of version control in Git.
• Knowledge of Agile methodology.
• Experience developing and deploying on Azure Cloud Services.
• Experience with CI/CD pipeline with GitHub Actions.
• Understanding of Java.
• Understanding of VB6.
• Professional working proficiency in French and English languages required as position involves frequent written and oral communication on complex matters with internal and external parties in both languages.

What Laurentian Bank has to offer you

The total compensation offered by Laurentian Bank encompasses a comprehensive range of benefits, highlighting our commitment to the well-being and success of our employees.

Here are some of the key points of our offering:

• The actual annual base salary offered will take into account internal equity, skills, and experience among other factors.
• Total compensation: Earn a comprehensive compensation package that includes annual reviews and performance-based bonuses.
• Work model: We prioritize a hybrid work model based on business needs.
• Stock purchase plan: Become not just an employee, but a Laurentian Bank shareholder. Employer matching takes your investment even further.
• Time off: In addition to paid vacation, we provide floating days and leave options to accommodate the diverse needs of our employees. As an extra perk, you also get a day off to celebrate your birthday.
• Health and wellness: Take care of your health and well-being with access to healthcare professionals, our Employee and Family Assistance Program (EFAP), and a Stress Management and Well-Being Program.
• Group insurance and pension: We offer a competitive insurance program based on your family’s needs and a defined contribution pension plan to help prepare for your future.
• Financial benefits: As a Laurentian Bank employee, you’re also the best ambassador for our products and services. Take advantage of employee-only offers on a wide range of products. Enjoy exclusive deals and preferred rates on products and services including insurance, hotels, train tickets, spas, and many more.

We are committed to creating a fulfilling professional environment where your skills are valued, and your well-being is a priority. Join us for a rewarding career at Laurentian Bank.

Inclusion and Accessibility

At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive. To this end, we encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders, and the 2SLGBTQIA+ community.

We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know.

PIPEDA

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