Title:  Support Engineer Associate

Requisition ID: 245388

Thanks for your interest in ScotiaTech, Scotiabank's new and innovative Technology hub in Bogota.

Join a purpose driven winning team that promotes creativity and innovation in a fast-paced environment, where we’re always committed to results, in an inclusive, diverse, and high-performing culture.

 

Purpose

•    Contributes to the overall success of Global Compliance Technology GCT globally as part of GOFE Bogota team ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.  Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

•    Provides level-1 support for business application to all Enterprise Compliance and Regulatory production and client-server systems maintained within GOFE.

•    Manages and maintains the currency of all issues which have been assigned for any application within GCT, in a manner which provides high quality customer service to its clients.

Accountabilities 

•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

•    1st level Support 

• Provide effective day to day end user technical support to all units on Enterprise Compliance and Regulatory systems, maintained within GOFE. 
  Assist the Manager by conducting research and analysis, documenting operational processes to assist in the resolution of problems to meet the needs of the supported systems/applications.
• Respond to the incoming calls/emails from the business users reporting the incidents/issues, evaluate the issue and determine if the issue can be resolved locally or if it needs to be escalated to the other teams or 2nd level support when applicable.
• Escalate to Manager for assistance and/or escalation purposes, to quickly analyze problems and resolve escalated issues, and provide recommendations to management with regards to resolution. 
• Escalate all high priority issues affecting availability, customer impact and user impact to the Manager, and Senior Management.
• Raise Service Now tickets from any email or phone issue/service request, investigate, resolve and assign to 2nd level support where required.  
• Participate in quarter-end and month-end support activities.
• Assist Manager with the activities coordination with the Operations team in Toronto.

•    System Availability/Service Levels

• Notify the users about the systems/applications outages or disruptions.
• Foster ongoing communication and close working relationships with management in all support units as it relates to System Availability, Incident Management, Event
• Management, Request Fulfilment, Problem Management and Change Management. 
• Champion the resolution of system related issues, ensuring that a high level of availability and customer service is provided to internal customers according to Service Level Agreements in place.   
• Ensure users are fully satisfied with the service and support received, utilizing surveys as a measurable instrument. 
• Develop and/or implements proactive operational enhancements with the aim of improving service levels, maintaining availability targets and SLAs.
• Provide daily reporting and analysis to the Manager on email/request/call volumes, turnaround time for issue closure and other topics regarding the operation.

•    Problem Management Review and Reporting

• Perform 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. 
• Maintain the log of all requests (emails, calls, Skype/Lync/Teams) according to the predefined format. 
• Provide reports to Manager regularly with the summary for the unresolved incidents/problems/tasks.
• Provide monthly reporting and analysis to the Manager on email/call volumes, turnaround time for incident closure, types of requests and other topics regarding the operation, service levels and capacity. 

•    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 and the Global Sales Principles, while ensuring the adequacy, 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. 

Reporting Relationships 

Primary Manager:   Service & Support Lead
•    Service & Support Specialist Direct Reports: None
Shared Reports: Director Compliance and Regulatory Systems
•    Senior Manager Development Compliance and Regulatory Systems
•    Senior Manager Compliance and Regulatory Systems
•    Manager Development Compliance and Regulatory Systems
•    Manager Application Services Compliance and Regulatory Systems

         
Dimensions

•    The incumbent will have no direct reports
•    Excellent verbal and written communication skills in Spanish and English are essential.
•    The incumbent receives general guidance and information from the Manager on a regular basis.  
•    The incumbent defers to the Director and/or the Vice President on all matters regarding policy, and all matters requiring escalation.  

Education / Experience / Other Information 

•    A recognized under-graduate degree in business, economics, mathematics, Computer Science or a related discipline is required
•    A Finance background is required
•    3-5 years of experience in a relevant customer-facing environment
•    The incumbent should be able to troubleshoot application issues over email, phone, chat, etc. and communicate technical concepts to non-technical users
•    The incumbent must have a basic knowledge of web based systems which included workflow process capabilities.
•    Knowledge of Service Now, JIRA, other incident management systems, Governance Risk and compliance systems is an asset.
•    Excellent knowledge of MS Office, in particular Excel
•    Knowledge of SQL and PS/SQL and ability to create and run simple queries
•    Knowledge of configuring vendor products to accommodate requirement changes.
•    The incumbent should be able to work in a fast-pace environment, under pressure and prioritize multiple tasks as required.

                                        
Working Conditions

•    Work in a standard office-based environment; non-standard hours are a common occurrence.  

•    Answering/attending phones/emails/Service Now tickets to deal with incoming issues from clients are part of the day to day activities.

•    A mix of day and evening shifts throughout the week including weekends to assist business users globally will be required.

•    Occasional training attendance outside of the country might be required.

Location(s):  Colombia : Bogota : Bogota

ScotiaTech is a business unit within ScotiaGBS, a Scotiabank Group company located in Bogota, Colombia. The ScotiaTech hub was created to support different technology systems and processes of the Bank. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaTech, we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaTech; however, only those candidates who are selected for an interview will be contacted.