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Title:  Senior Application Support Business Analyst (Digital Channel; Incident/Problem Management)


Requisition ID: 14571

Join the Global Community of Scotiabankers to help customers become better off.



Reporting to the Senior Manager, the Senior Application Support Business Analyst (Senior Application Support BA) is responsible for the maintenance and control of the bank's digital channel operations, from day to day incident/problem management to assigned digital channel projects.  The Senior Application Support BA will perform a liaison role and ongoing interaction between various units including, but not limited to, Canadian Banking and International Banking operating units, systems development and testing departments, as well as product groups. The Senior Application Support BA provides a key role in supporting the digital channels of the bank.


The Senior Application Support BA is responsible for providing a high level of customer service to both internal and external stakeholders. Within a dynamic production support environment, you will be involved with many different groups when addressing highly time sensitive business and technical issues, and delays in effecting resolution, however minimal, can have a serious affect to our business and may have negative customer impact. As a result, you will be required to exercise diligent problem solving practices and effective escalation activities.


The Senior Application Support BA will also be responsible for identifying and assisting in the development of processes designed to report, analyze and lead to the resolution of reported problems with the objective of mitigating the associated operational, reputational, financial, and regulatory risks.


The Senior Application Support BA will consistently identify opportunities to streamline existing activities associated with various activities within your area, and provide timely reporting/metrics.


Also, this role will require working hours outside of the traditional work week to support production issues and requires continual shifting of priorities.  Will also need to provide rotational 24x7 on-call support.  When required, travel to other Scotiabank work sites.




• Primarily provide resolution or coordinate with development units to resolve all incoming Digital Channels and iTRADE incidents and inquires, in support of Customer Contact Center, iTRADE Contact Center, Retail Branches, Non Branch Centralized Accounting Unit (CAU) and International Banking Service Center.

• Support and coordinate Digital Marketing Campaigns’ process from creation to load testing to production.

• Applying business analysis skills towards documenting operational processes, creating knowledge base and standard of work.

• Applying logical thinking in understanding end-to-end use cases, as well as mapping them to system flows.

• Maintain and control assigned implemented Canadian Banking and International Banking systems, processes and procedures by maintaining an expert knowledge of various online and mobile products/services offering.

• Determining the severity and priority of problems reported, customer impact and recommending a course of action for resolution.  Tracking issues to resolution, taking ownership as required.  Providing impact statement (considering customer, operational, financial, reputational, regulatory, etc) and summary relative to system and/or process/procedural issues.

• Proactively issue communication to all stakeholders for high priority incidents and day-to-day service disruptions.

• Contribute to the development and implementation of new or revised systems and procedures.




• Must have 3 - 5 years of progressive technical working experience in 24x7 Production or Operations Support.

• Must have a good knowledge of online and mobile banking products and services.

• Must have some understanding of digital technology and infrastructure knowledge.

• Must have good communication (verbal/written), interpersonal & relationship skills.

• Must be flexible to adapt to a dynamic environment, and able to make quick and sound decisions under pressure.

• Possess a strong technical background and passion of learning latest consumer technologies.

• Possess strong qualitative/quantitative analytical skills and problem solving abilities.

• Working knowledge of incident and problem management.

• A good understanding of enterprise web and/or mobile application infrastructure.

• Working knowledge of HP Quality Centre (QC)/ServiceNow/Atlassian’s Confluence team collaboration software, or other enterprise support platforms is an asset.

• General knowledge of retail banking products is a strong asset.




• Post-secondary education in IT, Computer Science or Business related disciplines.


Location(s):  Canada : Ontario : Scarborough

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

Job Segment: Business Analyst, Manager, Technical Support, Bank, Banking, Finance, Management, Technology

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