Title:  Systems Support Analyst

Requisition ID: 208842

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

Purpose of Job:

The System Support Analyst in GSOC is primarily responsible for two key applications:

1. Executing and monitoring daily/weekly/monthly scheduled processes required by the BESS Payment Application in a Multi-Office (Toronto (includes all branches in Canada), New York (includes Houston), London (includes Ireland)) environment, managing remote and local peripheral devices and remote/local servers/subsystems (i.e., Hotscan, PEGA, Corona, Wall Street, LYNX, CLS, Voice Recorder, etc…), as well as monitoring the BESS-resident telecommunication lines/networks (i.e., FED, CHIPS, SWIFT, RightFax, MAPS, etc…) interfacing to the main computing systems, in accordance with LYNX internal documentation and procedures.
2. Processing and monitoring of the centralized SWIFT Alliance Access Application in a Global, two-instance configuration supporting approximately 60 branches in Asia and Americas. Monitoring includes queue management, log in/out, device management, message retrievals, etc., interfacing to appropriate local and remote computing systems, in accordance with LYNX internal documentation and procedures.

The Systems Support Analyst is the first line of support for all BESS and SWIFT users internationally located in this extremely complex Money Transfer environment of Scotiabank and its International subsidiaries, providing a "Help Desk" service as well.

You must ensure that these GSOC’s mission -critical systems/services are available per processing schedules, running smoothly, and all communication lines are functioning properly, that processing deadlines are met and that any related needs of the user departments are efficiently serviced 24/7, 365 days per year, dictating that work hours are on a rotational shift basis.

It should be noted that the nature of these Payment applications is such that transaction values are normally extremely high and given the many local and international deadlines, timeliness and accuracy is essential to avoid financial penalties, client impact; and/or reputational damage to the Bank.

Key Accountabilities:

1. Ensure that highly complex, mission critical Payment applications: BESS, SWIFT, HOTSCAN, LYNX, PEGA, CORONA, Wall Street, etc are available to worldwide user community, ensuring that cut off times respective of appropriate time zones and interfaced systems are considered while monitoring queues and traffic flows. Of particular sensitivity are the times approaching market closure, FED closure, LYNX hours, CLS processing, etc. as severe penalties and other repercussions are inherent with failed payments and/or missed deadlines.

2. Ensure that End of Day processing is completed flawlessly and within the scheduled timeframes as per the GSOC Checklist and associated procedures, understanding the extreme criticality of the job streams, reconciliation, postings, statements, etc. that rely on accurate/timely data to/from BESS and its (approximately 60) interfaces to other internal and external systems.

3. Ensure the Beginning of Day procedures are executed promptly and efficiently on the BESS and SWIFT applications following established procedures listed in the GSOC Checklist.

4. Ensure a high level of online availability by always monitoring the communication/system interfaces and console logs.  Monitor pre-scheduled file transfers to/from the many peripheral systems associated to the (BESS) application. Monitor other systems under the GSOC realm including but not limited to Hotscan (all instances) for anti-terrorism scanning, SWIFT and BESS Queues indicators of system problems, Prognosis and EMS/VHS logs, Autosys processes, etc.

5. In all faucets of GSOC processing (EOD, BOD, online, etc) ensure that any deviation from the normal processing flow to be acted on promptly (interfacing with duty programmers and/or helpdesk(s) and/or service engineers), creating incident tickets for management review up to and including escalation as necessary. This process is critical to ensure that schedules are maintained, and critical deadlines are met.

6. Participate in the many scheduled tests including Business Resumption Plan (BRP), Disaster Backup Recovery (DBR), and application health-checks as required and scheduled.

7. Ensure prompt action to requests for customer account maintenance with accuracy (CIFs, CAFs) and statement files as per documented procedures, monitoring the team’s Service-Now queue, GSOC phones and email - constantly.

Knowledge & Skills

The position requires basic knowledge of computer systems operations (legacy and modern) to the extent of being fluent in usage and basic troubleshooting. This skill must be kept current as systems and applications change per business requirements.

In each aspect of this dynamic environment, problems of almost any nature can occur, demanding immediate choice of action/judgement to minimise downtime. This requires a thorough knowledge of the Payment processing environment as well as a solid technical understanding of key applications that are used daily (BESS, SAA, Microsoft Office) and Operating Systems (Tandem HP, Windows, Unix).

Besides the technical skills mentioned above, the incumbent member must possess a high degree of common sense and an ability to analyse day-to-day issues - determine problem area(s) and ascertain approach for resolution, escalating as required.

Another important non-technical skill is the ability to communicate clearly (verbal and written) as problem resolution cannot be accomplished without effective communication. These skills are essential ingredients to ensure that the various system services are running efficiently and meeting processing targets.

The incumbent must be very flexible in this 7/24 environment, working shift rotation and be prepared to work extra and/or fill in when other members are absent, often with very little notice. As well as being comfortable working in a 24/7 Operations Centre environment.  

Teamwork is vital to ensure continuous service from start to end of each shift including smooth shift turnover

5 days a week - night shift (midnight to 8am) Tuesday night to Saturday morning

#Li-Hybrid

Location(s):  Colombia : Bogota : Bogota 

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.