Application Support Analyst

6 days ago

Ottawa, Ontario, Canada Scotiabank Full time

Requisition ID: 218499

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

Reporting to the Manager, Application Support the Application Support Analyst (ASA) responds to client support questions in a professional, courteous, and prompt manner. The Application Support Analyst triages problems of diverse scope, that requires the evaluation of a variety of factors, and resolves the issues using application expertise and expert problem-solving skills.

The Application Support Analyst is responsible for providing support to employees for functional incidents and associated defects. The incumbent is responsible for tracking, communicating and the resolution of application functional issues for Enterprise applications outlined as part of the team's mandate, while ensuring defined standards, processes and service levels are adhered to.

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

  • Efficiently support applications to meet business objectives, by researching and resolving client issues, including critical support requests and potential software defects
  • Investigate issues across the suite of supported technology products, including third party software. Ensuring open collaborations with internal Product teams and external vendors
  • Log defects into the defect management applications, including detailed documentation to support the defect submission process
  • Attend triage meetings, to provide input and analysis details for respective issues/defects, ensuring the user community requirements are communicated and effectively resolved in a timely manner
  • Make recommendations for priority setting and release content related to defects
  • Provide continual analysis to the Product teams to improve the user experience as it relates to the support of processes and procedures
  • Understand the Bank's risk appetite and risk culture should be considered and identify issues, challenges, and risks to provide recommendations to the user community and the Product teams
  • Accountable to adhere to the Incident, Problem, Defect Management and Functional Support processes defined
  • Accountable to be current on application release content, including new products and services to the Enterprise Application suite
  • Maintain department documentation including knowledge base articles and work instructions as required

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

  • A minimum of 2 years prior relevant experience, in both business and technology, ideally in a Financial Services firm
  • ITIL Foundation Certification is an asset
  • Experience in Application support and problem solving is essential, with knowledge of Conquest Financial Planning application and financial products
  • Thorough knowledge / experience in one or more of the following areas:
    • Analysis and preparation of functional requirements
    • Identification of business requirements and evaluation of solutions to meet objectives
    • Knowledge of investment & security software systems and supporting business processes
  • 4+ years experience with demonstrated ability to clearly communicate complex technical concepts and ideas in business terms
  • Experience with ticketing systems (e.g. ServiceNow) is an asset
  • University degree with demonstration of business aptitude &/or technical aptitude or relevant work experience
  • Client focus orientation and delivery of successful client experience
  • Excellent listening, oral and written communication skills
  • Excellent problem solving, decision making and critical thinking skills
  • Knowledge of the organization, it's applications and experience with functions and related processes
  • Ability to effectively manage multiple tasks
  • Strong time management and organizational skills

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.
  • Dynamic Ecosystem - Free tea & coffee, universal washrooms, and lots of space for team collaboration.
  • 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

Working location condition: Hybrid

#LI-Hybrid

Location(s): Canada : Ontario : Ottawa

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.

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