Support Analyst

Support Analyst

Category: Business Analysis (functional and technical)
City: Montréal, Quebec, Canada
Position ID: J0521-1703
Employment Type: Full Time

Position Description:


We, the Montreal Solutions Center (MSC), develop and maintain software solutions for major financial markets in the Americas, Asia and Europe.

Our solutions must be competitive to develop or consolidate our market share, launch new products and seize opportunities.

The responsibilities of the support analyst include, but are not limited to, the following:
•Supporting contribution, trading and position tracking software for foreign exchange, interest rate and credit, and equity markets.
•Provide rapid resolution to functional and technical issues and report incidents to the appropriate chain of command. End-users included: Traders, Sellers, Auditors, Middle Office.
•Solve functional problems in a complex financial environment, with varied applications and regional and / or global architectures. Multi-tasking environments.
•Provide functional and technical expertise (log analysis) to produce and promote quality and sustainable solutions. Define and maintain the application support guide.
•Establish, document and share procedures and practices for our team
•Automation of controls are indicators to monitor the proper functioning of the contribution tools, negotiation and related referential documents
•Communicate with users in connection with application failures
•Liaise with teams from New York, Paris, Hong Kong
•Understand the regulated environment and the constraints of client activity
•Perform post-deployment testing of new releases (quality assurance)
•Process queries and ad hoc queries of users' search data
•Respond to the user within a set timeframe depending on the severity of the problem, document and track (case study, issues, impact studies, action plan)
•Technical research processes using sources such as error logs and technical documentation of products and identifying solutions to solve problems and improve efficiency.
•Respect internal standards, standards and IT processes ( ITIL )
•Timely communication of project production and status to the client and IT management.
•Effective oral and written communication with the various audiences and at the appropriate levels.
•Collaboration with development teams (NY / Paris) for the management of new versions
•Collaboration with the global support team (Paris / Asia) to ensure quality support for end-users
•Effectively manage the Customer relationship with the end user community


•5 years of experience in a support role and operations in a complex information systems environment
•University degree in computer science or relevant field
•Leadership, training or coaching experience
•Experience in a finance environment considered a plus

•Ability to work with complex information systems
•Ability to contribute to DevOps operations and establish or improve operating procedures
•Ability to structure, document and share knowledge
•Written and oral autonomy in English
•Basic knowledge of market finance (shares, options, ETFs, etc.) considered an asset

•Communication skills

•SQL - SQL Server, Oracle
•Linux, UNIX, Windows, Azure
•Support / Ticketing tool
•Scripting languages (Bash, Python, Powershell, etc.)
•Autosys or other job scheduling tools
•Diverse programming languages


What you can expect from us:

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at

No unsolicited agency referrals please.

CGI is an equal opportunity employer.