Senior Application Support Analyst (Production Support)

Skills

Job Specifications

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.

Skills

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

About the Company

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