We are banking at another level.
Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.
Choosing BDC as your employer also means:
Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few
In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1
A hybrid work model that truly balances work and personal life
Opportunities for learning, training and development, and much more...
Explore the BDC Way in our Culture Book
*Please note that this role is temporary for 18 months.
POSITION OVERVIEW
At BDC, the only bank dedicated exclusively to Canadian entrepreneurs, you will help ensure the stability and continuity of critical business applications within the CLICS ecosystem. As a senior reference, you oversee complex incident resolution, coordinate with IT teams, and protect production stability. Your work contributes directly to reliable services that support Canadian businesses. We value inclusion and enable you to be yourself at work.
CHALLENGES TO BE MET
- Analyze and develop solutions: Partner with business stakeholders, analysts, and IT teams to analyze complex CLICS production issues. Translate business needs into clear functional requirements and support solution design and deployment.
- Advanced problem resolution: Act as an escalation point for complex, non‑standard, or high‑impact incidents. Perform root cause analysis (RCA) and recommend durable fixes that reduce recurrence and operational risk.
- Incident and priority management: Prioritize incidents and service requests based on urgency and business impact. Coordinate major incident management (MIM), triage, and follow‑up to improve resolution cycle health.
- Functional and application expertise: Maintain deep knowledge of CLICS and related applications, including integrations and dependencies. Explain system behaviors, capabilities, and limitations to business and IT stakeholders.
- Collaboration with IT teams and squads: Work closely with development and satellite teams; participate in governance and delivery forums; support operational transitions during releases and deployments (change/release management).
- Documentation and continuous improvement: Build and maintain operational documentation and knowledge base articles (KBAs). Identify recurring issues and opportunities for automation and process optimization to improve first‑contact resolution.
- Governance, compliance, and audits: Provide evidence for internal/external audits; support controls related to access management, segregation of duties (SoD), and operational reporting.
- Functional leadership: Mentor analysts and new team members; promote knowledge sharing and best practices to strengthen the team’s operational maturity.
WHAT WE ARE LOOKING FOR
Required Qualifications
- Education: Bachelor’s degree in Business Administration, Information Systems, Finance, or a related field.
- Experience: Experience in financial services or enterprise application support environments, with exposure to complex, integrated systems and production operations.
- Incident management: Hands-on experience with incident management, prioritization, and escalation (e.g., major incidents, RCA).
- Analysis & requirements: Ability to analyze complex application flows and translate business needs into functional or technical requirements; experience supporting solution design and deployment.
- Application support: Experience supporting production applications, including troubleshooting, coordination with development teams, and release/deployment support.
- Communication: Excellent written and verbal communication in French and English (bilingual), able to interact with stakeholders at all levels.
- Autonomy & prioritization: Ability to work independently in complex situations, apply sound judgment, and prioritize based on business impact.
- Documentation: Experience creating and maintaining operational documentation and knowledge base content.
Preferred Qualifications
- Domain expertise: Experience with the CLICS ecosystem or similar integrated enterprise systems.
- Frameworks & practices: Familiarity with IT service management frameworks (e.g., ITIL), including incident, problem, and change management.
- Tooling: Experience with ticketing/ITSM tools (e.g., ServiceNow or equivalent) and knowledge base platforms.
- Data & diagnostics: Experience performing root cause analysis using logs, monitoring tools, or analytics.
- Compliance: Exposure to audit processes, access management, and segregation of duties (SoD).
- Continuous improvement: Experience implementing automation or process improvements to increase first‑contact resolution and reduce recurrence of incidents.
*Please note that temporary employees are not eligible for benefits.
Proudly one of Canada’s Top 100 Employers and one of Canada’s Best Diversity Employers, we are committed to fostering a diverse, equitable, inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application, please do not hesitate to contact us at accessibility@bdc.ca.
While we appreciate all applications, we advise that only the candidates selected to participate in the recruitment process will be contacted.
