Specialist, Executive Technical Support, Scotiabank

Requisition ID: 230375

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

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.
- 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.
- 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.
- 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.
- Proven superior analytical, pr