120 Bloor Street East
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Thank you for your interest in BMO Financial Group. We are currently working towards providing a better candidate experience by including all of our job descriptions in both English and French. In the meantime, if this role is located in Quebec and/or New Brunswick please reference the French job description available below the English version. Otherwise please see the job description below in English as per federal language requirements.
Nous vous remercions pour votre intérêt à l'égard de BMO Groupe financier. Nous travaillons actuellement à offrir une meilleure expérience aux candidats en publiant toutes nos descriptions de poste en français et en anglais. Entre-temps, si ce poste est affiché au Québec ou au Nouveau-Brunswick, veuillez consulter la description de poste en français disponible sous la version anglaise. Autrement, veuillez consulter la description de poste ci-dessous en anglais, conformément aux exigences fédérales en matière de langues.
As a Application Analyst you will work within Contact Center Platform Business Management team assessing weekly changes and impact analysis, initial intake assessment before assigning to Development or Service Delivery Team, Generating Change Management Reports, Maintaining Release and Change Management processes and housekeeping of platform release management sites.
Your Key Accountabilities:
Interacting with key business & technology stakeholders to define, analyze, and deliver requirements that reflect the needs of both the business and end-customers
Interacting with different groups within BMO and make sure that we do build holistic view of all changes impacting our application
Developing reports based on SNOW to get complete list of changes which have impacts on contact center solution applications
Creating automated excel reporting with embedded Macros to automate generate reporting for changes and cross impact analysis
Coordinate and manage meetings within all stakeholders for in depth change and impact analysis
Recommends or automates approaches to streamline and integrates technological processes and/or systems to improve operational efficiency and effectiveness
Works toward the objective of defect free software. Ensures that systems functionally meet requirements, aligns with architecture and promotes the development of common assets.
Supports the resolution of production issues and problems. Makes recommendations to improve BMO processes & systems.
Identifies opportunities to strengthen the capability at BMO, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.
Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning and works with various BMO teams to assess the impact to IVR based on other solutions, changes and upgrades
Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
Working knowledge of personal (primarily) and commercial credit and non-credit products, monitoring/operational processes and applications.
Knowledge and understanding of banking services.
Specialized knowledge from education and/or business experience.
Excel and Reporting Skill – In-depth
Verbal & written communication skills - In-depth.
Collaboration & team skills - In-depth.
Analytical and problem solving skills - In-depth
Understands the implications of various components (including technology strategy & architecture) to the overall design of a program, system, or eco-system
Knowledge of technical/business environment and processes
Understands functional aspects and technical behavior of the underlying operating system, development environment, and deployment practices
Working experience with Service Now, Confluence, Jira and Agile tools
Contact Center Application(Genesys, Verint, Nuance voice ID, Nuance IVR, Aspect, Nice IEX, Display5), Agile mythology, network and info security knowledge (an asset)
We’re here to help
At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.
As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https://jobs.bmo.com/ca/en .
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.