Associate, Technical Support

Requisition ID: 270837

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The incumbent is responsible for technical systems and business application support to all production and client-server systems maintained within Scotia Global Asset Management.

The incumbent manages and maintains the currency of all issues which have been assigned and/or escalated for any application within the Line of Business, oversees the performance of IT systems in support and in conjunction with the Bank policy and procedures and industry best practices. Technology is a key business enabler and it is the incumbent who is responsible for ensuring reliability and availability of IT systems for the business and provides high quality customer service to its clients.

The incumbent will work with a broad range of IT Professionals and will be a key resource to their IT&S direct reporting manager & Systems Support Intermediates, leveraging his/her skill set to ensure that IT&S solutions provide high quality customer service to their clients.

Is this role right for you? In this role, you will:
• Provide effective day to day end user technical support to all units on production systems including PCs, Servers, printers, network communications, mobile, telephone systems and other technologies used within the respective units.
• Escalation to Manager for assistance, to quickly analyze problems and resolve escalated issues, liaise with 2nd and 3rd level support when applicable, and provide recommendations to management with regards to resolution.
• Triage and resolve as required all high priority issues affecting availability, customer impact and user impact to the Manager, and Senior Manager.
• Develop solutions including requirements, design, development, implementation and support for new and existing technical infrastructure and systems.
• Provide consulting and guidance on project initiatives, support testing and implementation activities for project and releases of business applications, collaborate and partner with appropriate bank resources (i.e. IT&S) to effectively develop and deploy solutions in alignment with bank standard and practices.
• Fosters ongoing communication and close working relationships with management in all support units as it relates to System Availability, Incident Management, Event Management, Request Fulfillment, Problem Management and Change Management.
• Champions the resolution of system related issues, ensuring that a high level of availability and customer service is provided to internal and external customers according to established Service Level Agreements.
• Ensures customers are fully satisfied with the service and support received, utilizing surveys as a measurable instrument.
• Develops and/or implements proactive operational enhancements with the aim of improving service levels, maintaining availability targets and SLAs through their respective support network.
• Support and backup System Support Intermediate(s) team members for Service now queues as required to respect SLA’s and maintain manageable volumes.
• Conducts debriefs on potential/impacting availability issues.
• Performs reviews of tickets within one’s own ticket queue to ensure that tickets are being created, logged and prioritized correctly using the Service Now system.
• Provides monthly reporting and analysis to Manager/Senior Manager and Director on call volumes, turnaround time for call closure, types of calls etc. Continuous improvement on HD operations, processes and service.
• Assist with meetings as required for project implementation as part of bank’s initiatives.
• Adhere to regulatory and Internal Bank guidelines as required and maintain awareness throughout the year with respect to ensuring the completion of all mandatory bank courses.
• Continuous development of skills and responsibilities in career development planning.
• Actively participate in individual touch bases (ITB’s) and group touch bases (GTB’s) and huddles.
• Assess individual and technical skill set capabilities, and ensure gaps are identified and addressed in the Personal Development Plan (PDP).

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
• Undergraduate Degree in Computer Science or technical equivalent
• The incumbent is required to have 5-7 years technical/practical work experience including a range of knowledge covering infrastructure, business applications.
• Excellent verbal and written communication skills are essential.
• Excellent organizational skills and the ability to manage multiple complex initiatives
• Technical designations an asset (i.e. MCSE)
• The incumbents will have no direct reports
• The incumbent receives general guidance and information from the Manager or Senior Manager on a regular basis.
• The incumbents are expected to assist with meetings related to bank’s projects for any systems or software related initiative.
• The incumbent defers to the Director and/or the Vice President on all matters regarding policy, and all matters requiring escalation.
• The incumbent is expected in turn, to provide background information on all matters, as well as opinion and the effect of proposed actions to the Director to assist him/her in making decisions. In this aspect, the incumbent cooperates with the Director in making joint decisions.
• The incumbent must also work individually or within a team on a daily basis while ensuring that they adhere to the department and banks guidelines.

What's in it for you?
• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s): Canada : Ontario : Toronto

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.

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