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About the Role

The Production & Risk Services group is seeking a CRM Support Analyst to support and drive operations for complex Client Technology applications within a major North American Bank. This critical role involves supporting customer relationship management (CRM) systems and applications used by Global Investment Banking (GIB), ensuring operational effectiveness and compliance globally.

Responsibilities

• Provide user-facing front office production support for local and remote users across multiple platforms.
• Manage releases and coordinate bugs/enhancements with internal development and external vendors.
• Collaborate with the CTB (Change the Bank) team on agile development.
• Engage with technical partners and stakeholders to ensure production environment stability.
• Create documentation in Confluence runbooks.
• Perform rotational weekend release work and checks.
• Build tooling to automate monitoring and deployment, enabling DevOps and CI/CD capabilities.
• Offer technical expertise and support across the application portfolio.
• Manage requests for normal/emergency changes, releases, and capacity planning.
• Coordinate disaster recovery planning and execution.
• Update internal configuration management and risk systems.

Requirements

• Prior in-depth experience supporting and managing global enterprise-wide platforms.
• Experience providing 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 effectively.
• Self-motivated, takes initiative, and works well in a team setting.
• Proven experience with ITIL Incident Management, Problem Management, and Change Management principles.
• Experience with RHEL Unix / Linux / Windows environments and basic scripting (Perl, Bash, Python, Powershell, batch).
• Experience with MS SQL / Sybase or other equivalent relational databases, including writing on-the-fly DB statements.
• Disciplined approach to documenting processes, issues, and user stories in Confluence and Jira.
• Strong analytical/critical thinking skills with the ability to multitask and manage priorities.
• Confidence and capability to quickly learn new applications, become an SME, and train users.
• 3+ years of working experience in a Production Services capacity.
• Experience with the Follow the Sun model.

Skills

• Computer Operations
• Customer Service
• Enterprise Application Delivery
• Group Problem Solving
• Information Technology (IT) Infrastructure
• Interpersonal Relationships
• Salesforce (Software)
• Standard Operating Procedure (SOP)
• System and Console Operations
• System Applications
• Systems Software
• RHEL Unix / Linux / Windows environments
• Scripting (Perl, Bash, Python, Powershell, batch)
• MS SQL / Sybase or equivalent relational databases
• Confluence
• Jira
• ITIL Incident Management
• ITIL Problem Management
• ITIL Change Management

Location

• Toronto, Canada

Work Type

• Full time

Experience Level

• 3+ years working experience in Production Services capacity

Education Level

• Bachelor of Science degree or equivalent

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Competitive compensation
• Commissions
• Stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Flexible work/life balance options

About the Company

• At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC.
• We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world.
• Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities.
• RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

Equal Opportunity

• RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.