Title:  Senior Application Support Analyst (Production Support)

Requisition ID: 247691

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

You will help drive the overall success of the Bank by enhancing the availability, scalability, performance, and reliability of Canadian retail digital production services. The team proactively looks for ways to improve application monitoring, address production issues and investigate and assist with customer inquiries. 

Is this role right for you? In this role you will:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Incident and problem management of Digital Channels (Scotia OnLine and Mobile Banking); Mobile Payments; Scotia OnLine Brokerage; Mobile Brokerage and related applications
• Triage and communicate Severity 1 and major incidents, as well as changes impacting the above-mentioned channels. Please note that this role includes rotational on-call responsibilities, which may require work outside traditional hours.
• Drive deep insight into underlying problems and customer sentiments via thorough analysis of incident trending.
• Perform regular review of ServiceNow queues to ensure queue hygiene and management.
• Produce reporting of incident trending and problem insights; SLO/ SLA adherence
• Document product and technical knowledge required to provide effective incident management support
• The incumbent will perform a liaison role and ongoing interaction between various units including, but not limited to:
  • • Canadian Banking
    • Technology partners
    • Customer facing staff
    • QA departments
    • Vendors
    • Product groups
    • Business lines
    • Leadership
• Demonstrate leadership abilities and collaborate effectively with various technology and product partners.  
• Be curious as the skill set and product knowledge will be ever evolving
• Must be flexible to adapt to a dynamic environment, balance simultaneous priorities and make quick and sound decisions under pressure
• 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.

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• Post-secondary degree in a related field (technical or business)
• Excellent knowledge of incident and problem management with understanding of ITIL service delivery methodology
• Experience in incident and problem management – particularly with web/ mobile applications
• Working knowledge of ServiceNow and Confluence or other enterprise support platforms
• Expertise in PowerBI and reporting standards
• Proficiency in performance and capacity management tools such as Dynatrace and Splunk is valued
• Familiarity with site reliability engineering best practices
• Strong logical thinking in understanding end to end use cases, as well as mapping them to system flows
• A good understanding of how technologies, infrastructure and processes can impact the customer experience
• Experience working within the Canadian financial services industry would be an asset
• Curious and experimental mindset to drive innovation amidst uncertainty
• Effective communication and diplomacy skills are required to liaise between groups of varying technical expertise and interests
• Working knowledge of relational databases and SQL
• A good understanding and interest in cloud computing technologies such as Kubernetes, Docker, GKE, and Azure PCF is an asset
• Good understanding of Agile delivery framework in order to support both waterfall and agile projects effectively
• Experience driving incident resolution through bridge calls; leading root cause analysis with technology partners

What's in it for you?

• We have an inclusive and collaborative working environment that encourages creativity and curiosity and celebrates success
• We provide you with the tools and technology needed to create meaningful customer experiences
• You'll get to work with and learn from diverse industry leaders from top technology companies around the world
• We hire you for your talent — not just a job — so you can grow with us. We’ll equip you for success not only in your role, but also in your career as a whole
• Access to thousands of online and in-person courses so you can hone your current skills, or learn new ones
• 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 : 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.