Title:  Systems Support Analyst

Requisition ID: 258242 

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

The Automation Operations Analyst supports the effective delivery of Scotiabank’s Robotics program by ensuring production automations operate in line with established operational standards, business users’ requirements, and agreed Service Level Agreements (SLAs). The role is responsible for monitoring production robots, managing exceptions, and escalating issues that may impact performance, stability, or service continuity, thereby safeguarding ongoing business operations.

The responsibilities include overseeing daily bot operations, resolving incidents, maintaining accurate documentation, and supporting platform updates and enhancements. The role also involves proactive communication with key stakeholders to provide timely updates on automation performance and incident resolutions. The role helps sustain the reliability, resilience, and operational integrity of the automation ecosystem in accordance with business users’ expectations and SLAs.

Is this role right for you? In this role, you will:
• Monitor and maintain the day-to-day operational health and performance capacity of production robots.
• Monitor user incident reporting channels related to automations, ensuring proper documentation, tracking, resolution, and escalation in accordance with established support processes and SLAs.
• Identify and resolve issues arising from the daily operation of automations, providing timely responses and solutions to business users as required.
• Perform corrective actions as part of first-level support for production incidents and failures.
• Conduct initial analysis and triage of failures to determine whether issues are related to the automation and perform appropriate escalation.
• Perform daily validation of execution results for all automations to ensure the stability of the process.
• Ensure that all automation  generate the corresponding benefits and performance reports.
• Meet agreed SLAs for response to business users, proactively reporting failures and activating contingency plans as required.
• Research and recommend best practices for automation processes and monitoring.
• Generate and maintain up-to-date reports and metrics related to bot maintenance, support activities, and post-production incidents.
• Develop and implement continuous improvement actions to enhance the representation and consumption of information related to automation benefits.
• Understand and apply the Bank’s risk appetite and risk culture in daily activities and decision-making.
• Execute duties effectively and efficiently in accordance with Scotiabank’s values, Code of Conduct, and Global Sales Principles, while ensuring the adequacy, compliance, and effectiveness of daily business controls to manage operational risk, regulatory compliance risk, anti-money laundering and terrorist financing risk, and conduct risk.
• Promote a high-performance environment and contribute to an inclusive workplace culture.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience).
• Strong knowledge of Excel, including macro development (intermediate level).
• Strong troubleshooting skills.
• Basic knowledge of programming languages.
• Strong verbal and written communication skills, with the ability to clearly explain technical incidents or failures.
• Ability to work effectively in a hybrid team model and follow structured support processes.
• Strong problem-solving skills and a high level of attention to detail, with the ability to perform effectively under pressure.
• Flexible and open mindset, with the ability to work in a highly collaborative, agile, and fast-changing environment. 
• Minimum 1 year of experience in systems monitoring or automation operations.
• Familiarity with monitoring tools such as UiPath Orchestrator or Pega Robot Manager is an Asset.
• Proficiency in JIRA and Confluence is an Asset.
• Knowledge of Agile/Scrum methodologies.

What's in it for you?
• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.  
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital 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.