Crédit Agricole CIB - Business Support Analyst - Technical

 Business Support Analyst is responsible for the delivery and support of IT solutions and services used by or provided by Crédit Agricole CIB, London Branch (CA-CIB London) in the following business areas:· Financing & Trade operations/transaction Banking Operations· Cross-functional business areas in CA-CIB London, including Finance, Risk and Permanent Controls, Compliance and Financial Security, Information Systems Security and Integrity, Human Resources, Legal, Property and Corporate Services and Structured Finance Agency and Middle Office.· Manage the Technical knowledge Database and Standard operational procedures (SOP) for applications in the CSIT Business Support portfolio.· Leads or contributes to projects for the delivery of IT solutions functions or business areas mentioned above, where required.· Deputise for the Head of CSIT Business Support when required.Key responsibilities  are  as follows : Support and delivery of IT solutions and services· Provide L1/L2 support for packaged applications & SaaS solutions in CSIT portfolio and escalate to vendors to provide the L3 support if necessary.· Co-ordinate remediation of issues for calls escalated to L3 based on Vendor support advice.· Co-ordinate upgrades (infrastructure & software) to maintain packaged applications at current supported level as provided by the vendor.· Engage with Information Systems Security (ISS) to remediate security vulnerabilities and obsolescence.· Develop & maintain Dos/Python/PowerShell scripts for data transfers & interfaces between various applications.· Develops and maintains good relations with clients; manages service quality and on-going client relationships with the corresponding business area(s).· Liaise and manage the support/enhancement requests for bespoke (internally developed) London Local Applications.· Provides Application technical support – corrective, proactive and evolutionary – for operational users; ensures that problems and incidents are dealt with timely and effectively, where required, in coordination with the respective application/infrastructure team in Paris, Singapore and other locations.·  Troubleshooting incidents and raising/channelling service and change requests through appropriate channels.· Perform daily Application/process checks and co-ordinate remediation of any issues as part of the Standard Operating procedures.Project management· Participates in projects as project team member or IT project manager, where required, in accordance with the Bank’s process and procedures. As project manager, ensures successful delivery of project goals, specifically timeliness of completion, and adherence to scope, budget and quality.· Participates or leads in project meetings; facilitates cross-functional group discussions and decision making.·Uses knowledge of business products and processes; recommends improvements in workflow and working practices.