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Friday 10th February 2012

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Application Support Specialist, Sales and Research Technology, Up to AVP

Summary of Business Area
Sales, Research and Capital Markets is a division comprising 3 technology groups that provides technology solutions and services for the cross product business units they service. The Sales Technology group provides comprehensive analytical and CRM tools for sales and client data.

The Application Services Delivery (ASD) function provides the run-the-bank application services such as L1 and L2 Application Support, QA, Testing and Infrastructure Management.

The role requires a support technologist to join a new EMEA team to help build-out and provide the local business facing Application Support for the EMEA Sales users, with focus on the cross business Sales client analytics and reporting tools.

Role Responsibilities 
  • L1/L2 Support for the Client Source for Analytics and Reporting tools 
  • Partnering with other team members to provide cross-training and L1/L2 on other Sales applications 
  • Collaborate with the offshore batch team and ensure support services meet the expectations for our business users 
  • Assisting with the identification and driving of production service improvements 
  • Building and maintaining relationships with key stakeholders 
  • Application Resiliency and Reporting 
  • Incident Management and Issue Tracking 
  • Change Control and Release Management 
  • Application Monitoring 
  • Capacity Planning 
  • BCP Planning 
  • Permit to Release 
  • Service Level Management 
  • Liaison with Infrastructure teams and development

Skill Requirements
General
Understanding of and experience in the Sales and Trader work flows and the Sales and Research business
Proven experience and knowledge of batch processing and support for a trade consolidating or Sales and Trading MIS tool
Experience in dealing with offshore batch support teams
Client relationship/service management experience
Flexible working hours (to cover early 0700 shift, up to late 1900 shift and ad-hoc weekend work)
Confident and able to communicate to the level of senior business and technology stakeholders Technical
Unix, Weblogic, AutoSys, SQL using Oracle and MSSQLServer, Apache, shell scripting
ITIL understanding
Familiarity with working with both internal and vendor applications
Experience within an Agile environments
Experience in support of batch related applications

Management
Getting the best from internal service providers
Driving vendors to provide timely resolutions
Managing issues to resolution
Quick and effective escalation
Able to multi-task and identify priorities
Capable of working well within a global team
Balancing reactive work with more project focused tasks

Competencies
Strategic Thinking: Strategic vision, Business knowledge, Innovation and Creativity
Business Results: Client relationships, Analytical ability, Execution, Change leadership
People Leadership: Talent building, Meritocracy, Team Leadership, Collaboration, Responsible Corporate Citizenship
Personal Effectiveness: Communication, decisiveness, Energy and drive, courage, character

Company Info
Bank of America is one of the world's largest financial institutions, serving individual consumers, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company provides unmatched convenience in the United States, serving approximately 53 million consumer and small business relationships with 6,000 retail banking offices, more than 18,000 ATMs and award-winning online banking with more than 29 million active users. Bank of America is among the world's leading wealth management companies and is a global leader in corporate and investment banking and trading across a broad range of asset classes serving corporations, governments, institutions and individuals around the world. Bank of America offers industry-leading support to more than 4 million small business owners through a suite of innovative, easy-to-use online products and services. The company serves clients in more than 150 countries. Bank of America Corporation stock (NYSE: BAC) is a component of the Dow Jones Industrial Average and is listed on the New York Stock Exchange.

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