Senior Technical Support Analyst II , GTB - Scarborough

Requisition ID: 278066

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Global Transaction Banking

Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us.

As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. Boasting a unique global footprint, GTB’s comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline and simplify payments, improve working capital performance, and mitigate financial risk.

At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization.

Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

Contribute to the overall success of the Client Services & Solutions Help Desk by conducting data analysis for 2nd/3rd level support escalations originating from the Help Desk via Service Now Ticket to identify systemic problems and possible solutions.

Increase customer satisfaction by identifying emerging trends that hinder first call resolution. Ensure all activities conducted follow governing regulations, internal policies, and procedures.

What You'll Do

• Escalating to 2nd /3rd level support via Service Now Tickets to obtain timely resolution on complex cases related to Problem-Logs (P-Logs), product defects or other systemic issues.
• Tracking SN Tickets, complete daily review/follow-ups to expedite resolution.
• Reviewing SN Tickets logged by team members for accuracy and completeness.
• Conducting regular review of SN Tickets to identify systemic problems, trends, and short term/long term solutions.
• Effectively communicating resolution/recovery procedures, including deadlines to all pertinent areas, and following up with those areas on behalf of the customer until the solution has been satisfactorily implemented.
• Liaising with internal partners – i.e.: Product Managers, GTB Application Support, Channels, Help Desk Managers - to effect resolution of problems that are within the jurisdiction of these areas.
• Contributing to the department’s mandate of continuous improvement focus to quality customer and staff service through identification of product enhancements, especially solutions that can be implemented immediately, including cost-effective changes.

Support the Management Team By:

• Coaching helpdesk members on product and customer service issues.
• Provide viable solutions and in addition substantiate overall customer and business impact in preparation for leveraging recommended change(s), to enhance customer service provided by CS&S.
• Identify potential additions and/or improvements to knowledge base to increase productivity.
• Participate periodic reviews of logged cases and provide input to increase data quality.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct while ensuring adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high-performance environment and contributes to an inclusive work environment.

What You'll Bring:

• Highly developed analytical skills.
• Effective time management skills.
• Excellent verbal and written communication skills.
• Well-developed interpersonal skills and demonstrate initiative.
• Excellent judgment and ability to evaluate statistical and multiple sources of data.
• Must be able to assess the impact of a wide range of problem trends evident in SN Tickets
• Meeting imposed deadlines and performing a wide range of tasks completed with the highest quality.
• Confidence to articulate recommendations to Product Managers or Management Team

Working Conditions:

• Work in a standard office-based environment.
• This role operates in a sedentary, professional office environment within a hybrid work model.
• The incumbent works with a high degree of autonomy, exercising independent judgment and initiative in developing recommendations for management review. They are responsible for tracking objectives and ensuring key deliverables and deadlines are met, while escalating exceptions, risks, or issues to the Management Team or Senior Manager as appropriate.

Interested?
If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank!

At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That’s why we work to grow and diversify talent and engage employees in a performance-oriented culture.

What's in it for you?
Scotiabank wants you to be able to bring your best self to work – and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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Note: All postings in me@Scotiabank will remain live for a minimum of 5 days.

Location(s): Canada : Ontario : Scarborough

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.