Associate - End User Technical Support

Requisition ID: 242057

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

Contribute to the success of MD Management and the Bank of Nova Scotia's Dedicated Technology Field Support team in Canada by executing individual goals and initiatives aligned with the team's strategic objectives. Ensure all activities comply with relevant regulations, internal policies, and procedures.

This position is located in Ottawa, Ontario
Is this role right for you?

• Client-Centric Support: Champion a customer-focused culture to strengthen client relationships and leverage broader Bank systems, knowledge, and partnerships.
• Technical Support and Maintenance: Provide hands-on support for laptops, desktops, smartphones, multi-functional printers, and peripherals. Responsibilities include installation, diagnostics, repair, maintenance, and upgrades to ensure optimal performance.
• Service Management: Manage and prioritize ServiceNow tickets for the MD Technical Support and Ottawa CBCC Deskside teams. Ensure all interactions are thoroughly documented.
• Incident Resolution and Innovation: Identify recurring issues and recommend enterprise-level enhancements or workarounds to improve first-call resolution rates and reduce service desk volume.
• ITIL Process Adherence: Follow ITIL-based practices for Incident, Problem, Change, Request Fulfillment, and Access Management. Continuously improve policies and processes to align with industry best practices.
• Asset Administration: Maintain accurate asset records in Active Directory and ServiceNow, ensuring a clean and up-to-date inventory.
• Technology Awareness: Stay informed on emerging technologies and identify opportunities to enhance efficiency, reduce costs, and improve the employee experience.
• Legacy System Management: Maintain aging technologies to minimize business risk and ensure continuity.
• Relationship Building: Foster strong working relationships with internal teams (ITSC, EWS, Networks, Scotiabank) and external vendors to deliver a seamless employee experience.
• Project Collaboration: Participate in complex tasks and projects, collaborating with team members to ensure timely and budget-conscious delivery.
• Inventory Oversight: Monitor and manage peripheral stock levels to prevent service interruptions.
• Laptop Deployment: Maintain a ready stock of deployable laptops by imaging, validating, and ensuring compliance with security standards to minimize employee downtime.
• Documentation: Create and maintain clear, user-friendly documentation for internal use and for other stakeholders (e.g., ITSC, employees).
• Risk Awareness: Integrate Scotiabank's risk appetite and culture into daily decision-making and activities.
• Operational Excellence: Drive efficient operations in line with Scotiabank's Values, Code of Conduct, and Global Sales Principles. Ensure compliance with operational, regulatory, and conduct risk requirements, including AML/ATF and sanctions.
• Culture: Promote a high-performance, inclusive work environment that supports team and individual growth.

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

• Post-secondary degree in Computer Science or equivalent combination of education and relevant work experience, with a demonstrated aptitude for business.
• 3–5 years of experience effectively communicating complex technical concepts to both technical and non-technical audiences.
• Proven track record of success in technology-focused roles for a minimum of 3–5 years.
• Proficient in Windows 11, Microsoft 365 Apps, Internet browsers, MS Exchange, Active Directory, Group Policy Objects/Architecture, AS400, Genesys and ServiceNow.
• Strong working knowledge of computer systems and peripherals, including printers, hardware configurations, software requirements, operating systems, memory management, and compatibility.
• Extensive experience in technical and functional support, with a strong emphasis on problem-solving and troubleshooting.
• ITIL Foundation Certification required.
• Demonstrated expertise in at least two of the following areas:
• Analyzing and preparing project definitions and functional requirements.
• Identifying business requirements and evaluating solutions to meet organizational objectives.
• Understanding of security software systems and the business processes they support is considered an asset.

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 : 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.