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Cloud Data Platform Support | AI and Azure Enablement

A dedicated Senior Business Support Analyst is required to drive business operational readiness across the Cloud Data Platform. This role will be accountable for modernizing Cloud Data Platform support processes, implementing AI-driven and Azure-enabled support capabilities, improving knowledge management, and enabling a more efficient, scalable, and customer-centric support experience. The position will provide end-to-end ownership of support requests within assigned business segments, strengthen stakeholder engagement, and ensure support operations can scale effectively as Cloud Data Platform adoption increases.

CUSTOMER

•Drive business operational readiness and Cloud Data Platform adoption across assigned business segments.

•Provide end-to-end ownership of support requests, including intake, triage, prioritization, stakeholder communication, resolution tracking, and closure.

•Modernize support processes by identifying automation opportunities and enabling AI-driven support capabilities where appropriate.

•Leverage Microsoft Azure, Azure AI capabilities, Copilot/AI tools, and related platform capabilities to improve support efficiency, knowledge access, ticket handling, and customer experience.

•Support the intake of projects, releases, major initiatives, platform/process updates, outages, and operational communications.

•Document and maintain business-owned artifacts required for projects and major initiatives, aligned to the bank's Project Delivery Life Cycle (PDLC) methodology.

•Document and improve business processes for applications owned or managed by the team, with a focus on support scalability, repeatability, and operational resilience.

•Manage day-to-day operational processes to ensure consistency, timely delivery, and adherence to established service levels.

•Support deployment readiness, change management, stakeholder engagement, and adoption activities for applications and processes owned or managed by the team.

•Review requirements specifications and technical design documents to provide timely, meaningful feedback.

•Identify, assess, and escalate risks that could impact project timelines, support quality, operational readiness, or customer experience, providing options and recommendations where appropriate.

•Act as an escalation point for application and operational issues, working directly with internal and external business partners, Technology teams, and vendors as required.

•Support knowledge management practices, including the creation, review, and maintenance of reusable knowledge articles, playbooks, FAQs, and support documentation.

•May provide project management support to various extents.

SHAREHOLDER

•Support projects and major initiatives by coordinating input from appropriate SMEs to enable decisions and timely execution.

•Adhere to EPMO project management methodology, PDLC requirements, and applicable enterprise delivery standards.

•Ensure adherence to the Data Governance Framework and applicable Privacy, Legal, Compliance, and Office of the Chief Data Officer requirements.

•Use data, ticket trends, operational metrics, and stakeholder feedback to identify opportunities to improve efficiency, reduce manual effort, and strengthen service quality.

• Develop, maintain, and enhance Power BI reports and dashboards to monitor support demand, ticket volumes, service health, trends, and operational performance.

•Evaluate and recommend AI, Azure, automation, workflow, and knowledge management improvements that mitigate risk and maximize service availability, efficiency, and effectiveness.

•Demonstrate the ability to build effective relationships within the team and with key stakeholders across business, Technology, support, and governance functions.

•Continuously enhance knowledge in the Cloud Data Platform, support operations, Azure tools, AI capabilities, automation practices, and business domains supported by the team.

•Support the development of business cases, including benefits identification, risk reduction, productivity improvements, and operational scalability.

EMPLOYEE / TEAM

•Participate fully as a member of the team, supporting a positive work environment that promotes service excellence, quality, innovation, and teamwork.

•Support timely communication of issues, risks, progress updates, and points of interest to stakeholders and team members.

•Contribute to team effectiveness by sharing knowledge, participating in cross-training, and supporting knowledge transfer within the team and business unit.

•Keep current on emerging trends, tools, and practices related to AI, Azure, support operations, workflow automation, knowledge management, and customer-centric service delivery.

•Participate in personal performance management and development activities, including continuous learning and capability building.

•Assist others in the completion and performance of work activities and provide training, coaching, or guidance as appropriate.

•Contribute to a fair, positive, and equitable environment that supports a diverse workforce.

•Act as a brand champion for the business area/function and the bank, both internally and externally where appropriate.

•Participate in cross-functional groups or committees to advance support modernization, operational readiness, and platform adoption objectives.

BREADTH & DEPTH

•Expert-level professional role requiring in-depth knowledge of business support operations, stakeholder management, business process documentation, and platform support practices.

•Acts as a subject matter expert within the assigned area of specialty and as a resource for others.

•Integrates broader organizational context into advice, recommendations, and solutions within own area.

•Maintains expert knowledge of applications supported by the team, including system components, functionality, interfaces, data flows, business rules, and operational dependencies.

•Uses advanced analytical, problem-solving, and consultative skills to assess complex issues involving multiple variables, stakeholders, and operational impacts.

• Translates Power BI reporting, support metrics, and operational data into actionable insights that inform prioritization, stakeholder updates, and continuous improvement opportunities.

•Uses AI, Azure-enabled tools, automation practices, and modern knowledge management methods to contribute to new solutions and recommend standards against which others may operate.

•Translates business needs into practical operational processes, support models, knowledge artifacts, and technology-enabled improvements.

EXPERIENCE & EDUCATION

•Undergraduate degree or technical certificate.

•7+ years of relevant experience.

•Experience in support operations.

•Experience in stakeholder and customer relationship management.

•Experience with incident and problem management and issue-tracking tools such as Jira and ServiceNow.

•Experience working directly with data and understanding its underlying usage.

•Proficiency with Microsoft Azure is an asset.

•Working knowledge of Agile methodologies, including Scrum or Kanban, is an asset.

•Knowledge of SQL, Python, and Excel is an asset.

•Knowledge of AI tools and capabilities is an asset.

•Knowledge of data policy and governance principles.

•Ability to communicate effectively in oral and written form and bridge the gap between business users and technical requirements.

•A high degree of multitasking and prioritization may be required.

•Ability to facilitate detailed discussions and manage multiple customers and lines of business simultaneously.

Language Requirement (Quebec only):