Share this Job

Title:  Technical Support Analyst, Scarborough & Digital Factory




Requisition ID: 73958


At Scotiabank Digital Factory, the reach and opportunity of a global organization meets the passion and drive of a startup. Reinvention starts here—and it starts with you.

We believe that the pathway to success is paved with user feedback, so we’re constantly asking our customers how they want to bank. When we find an opportunity to make things people will love, we assemble teams of specialists to collaborate in Digital Factories in Canada, Chile, Mexico, Peru, and Colombia. We work fast, and we work smart. Join us to create meaningful experiences and build the bank of tomorrow for our customers around the world.

If you’d like to learn more about the Digital Factory workspace, our Digital Banking career opportunities, Communities of Practice, and open source projects, check out our microsite:


The Technical Support Analyst is responsible for the maintenance, support and change control of Bank's digital channel operations. This person will be part of a team that is responsible for incident/problem management of Digital Channels (Scotia OnLine and Mobile Banking); Online brokerage; Mobile Payments and related production change activities.  The Technical Support Analyst performs a liaison role and maintains ongoing interaction between various units including, but not limited to, Canadian Banking; Digital Factory, customer-facing staff, systems development and testing departments, vendors, as well as, product groups. This person will be focused on building a knowledge base, managing various vendor relationships and the customer impact associated with scheduled and unscheduled production events. The Technical Support Analyst will also rotate duties as on-call support during and after regular business hours.    

Is this role right for you?

  • You will direct day-to-day activities in a manner consistent with Scotiabank's risk culture and the relevant risk appetite statement and limits, and communicate it throughout the team
  • You will create an environment in which your team pursues effective and efficient operations of their respective areas while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to risk and compliance 
  • You are willing to work on call which can extend after hours; you are also adaptable to continual shifting of priorities
  • You will assist in the development of processes designed to report, analyze and resolve problems with the objective of mitigating the associated operational, reputational, financial, and regulatory risks
  • You will lead your projects with effective collaboration and with various technology and product partners   
  • You maintain a levely of curiosity and product knowledge as it contiually evolves
  • You will adapt to a dynamic environment, balancing simultaneous priorities and making quick and sound decisions under pressure

Do you have the skills that will enable you to succeed?

  • You have excellent knowledge of incident and problem management with understanding of ITIL service delivery methodology
  • You have strong technical support analysis skills towards documenting operational processes, creating knowledge base and standard of work
  • You understand end-to-end use cases, as well as mapping them to system flows
  • You are an effective communicator and are able to diplomatically liaise between groups of varying technical expertise and interests 
  • You maintain and control assigned implemented Canadian Banking systems, processes and procedures by maintaining an expert knowledge of various online and mobile products/services offering
  • You have a working knowledge of Service Now and Confluence or other enterprise support platforms
  • You have a good understanding of Agile delivery framework in order to support both waterfall and agile projects effectively 
  • You have a good understanding and interest of Cloud computing technologies – Kubernetes  / Docker ; Azure PCF is an asset
  • You are proficient in performance and capacity management tools such as Dynatrace and Splunk (this is a nice to have) 
  • You have previous experience within banking / financial institutions (this is a nice to have)


What's in it for you?

  • We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
  • We provide you with the tools and technology needed to create beautiful customer experiences
  • You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
  • Dress codes don't apply here, being comfortable does
  • Free shuttle service to and from Union station, which means more money in your pocket 
  • Onsite subsidized cafeteria with a chef, so you can snack all day, every day 
  • Onsite fitness center, so you can feel your best  
  • This isn't your typical "corporate" job. We work hard and we have fun! 
  • Access to thousands of online and in person courses so you can brush up on skills, or learn new ones 
  • Career progression opportunities. We hire you for your talent and not just for the job. We want to see you succeed not just in your role but in your career as a whole
  • A competitive rewards package that includes a base salary, a performance bonus, company matching programs on pension and profit sharing, paid vacation, personal & sick days, medical, vision and dental benefits that start from day one and much more!



Location(s):  Canada : Ontario : Scarborough || Canada : Ontario : Toronto 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.


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.


Job Segment: Technical Support, Help Desk, Information Technology, Medical, Law, Technology, Healthcare, Legal