Specialist, Executive Technical Support

Requisition ID: 239972

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

Contributes to the overall success of the Executive Digital Experience team by providing superior technical systems and business application support to Scotiabank’s Board of Directors and the Global Senior Vice President (and above) user community and support staff.

The incumbent also manages the execution of specialized plans, projects, and continuous improvement initiatives to evolve support and meet the often immediate and complex user expectations.

Is this role right for you?

• Provide effective day-to-day end-user technical support to Scotiabank’s global senior leadership community of approximately 380 users with all their IT-related requests, including but not limited to Service & Support, Board IT Services, Education & Training, Process Creation & Implementation, Global Communications, Reporting & Remediating, Project Management and AV & Meeting Room Support.

• Manages end-to-end responsibility from identifying root cause analysis to implementing and resolving technical end-user issues with limited supervision, often in urgent scenarios. Connect and support executive AV meeting room technology to ensure a seamless meeting experience for the executive user community.

• In rare occurrences, escalates high priority issues affecting availability, with all Bank and Executive impact Senior Manager, Executive IT Support and liaise with 2nd and 3rd level support when applicable, to find quick and effective solutions.

• Develops relationships with the executive user community to learn and understand technical pain points and daily challenges to be addressed via education and training, implementation of available technologies or internal process improvement.

• Acts as a subject matter expert in identifying solutions to complex technical requests while complying with internal security controls and procedures.

• Develops relationships with the executive user community to learn and understand technical pain points and daily challenges to be addressed via education and training, implementation of available technologies or internal process improvement.

• Provides highly specialized technical leadership in the analysis and support of cost-effective technology, supports the implementation of solutions and develops new procedures surrounding support.

• Fosters ongoing communication and close working relationships with senior management in all support units related to System Availability, Incident Management, Event Management, Request Fulfillment, Problem Management and Change Management.

• Champions the resolution of system-related issues, ensuring that a high level of availability and customer service is provided to Executives customers according to aggressive Executive Service Level Agreements in place (often 30 mins or less).

• Creation and participation in Executive IT Support global communications to drive initiatives impacting the senior executive user community.

• Proactively identifies, recommends, and executes team processes or automation levers to drive efficiencies and enhance user experience.

• Engage and coordinate vendors to support and remediate operational activities related to end-user technology.

• Provides mentorship and leadership by developing relationships to collaborate with dedicated global IT support teams, enabling greater cooperation and process implementation between countries and groups to ensure a seamless user experience across Scotiabank’s geographies.

• Project management of all IT-related rollouts of applications and risk remediation initiatives.

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

• Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vision/values/business strategy; and managing succession and development planning for the team.

Do you have the skills that will enable you to succeed in this role?

• Undergraduate Degree in Computer Science or technical equivalent

• Exceptional and polished communication skills (both written and verbal) and can interact with technical and non-technical stakeholders.

• Expert knowledge of end-user computing systems (windows and iOS) with a minimum of two years of experience in providing superior white-glove IT support and training to senior-level Executives, face-to-face or remotely.

• Five plus years of extensive working knowledge with utilizing and supporting applications, such as Microsoft O365 environment, Microsoft Exchange, Windows 10, Active Directory, and Domain support.

• Two plus years of technical experience planning, managing and executing IT projects like application rollouts and upgrades.

• One year plus of hands-on working experience supporting AV or modernized meeting room technologies.

• Proficient knowledge and experience working with support platforms such as WorkSpaceOne, ServiceNow and MS PowerBI. Technical working knowledge of LAN/WAN environments.

• Multiple computing platforms.

• Networking and communications.

• Hardware and operating system configuration, application performance and tuning.

• Proven superior analytical, problem-solving and troubleshooting skills and can lead root cause analysis sessions and ensure the implementation of technical solutions with limited supervision.

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.