Support, Banking Digital Applications

Requisition ID: 243069

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

We're looking for a dynamic and driven Intermediate L1 Support to join our agile development team supporting digital platforms within Scotiabank's Asset Management line of business. In this hybrid role, you'll provide Level 1 support to internal users while also acting as a business analyst to translate business needs into technical solutions. You'll serve as a key liaison between business users and the development team—providing support, identifying issues, and helping translate user needs into actionable solutions.

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

• Act as first-line support for incidents related to digital applications, including Investor and Advisor Portals
• Answer and manage incoming calls from the Customer Relations Centre, offering courteous and professional technical assistance
• Perform routine troubleshooting, ticket triage, and escalation for issues ranging from access resets to basic configuration errors
• Analyze support trends, perform root-cause assessments, and recommend long-term solutions
• Capture and document business requirements, user stories, and functional specifications for enhancements and fixes
• Collaborate with development, QA, and product teams to enhance issue resolution and platform improvements
• Participate in Non-Prod & Post-Prod testing phases, validating user acceptance criteria
• Maintain support documentation including knowledge base articles, user guides, and training materials

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

• 3–5 years of experience in technical support and business analysis within the financial services or asset management sector
• Experience supporting digital applications, cloud environments, and web-based platforms
• Basic SQL competency for data troubleshooting and reporting analysis
• Working familiarity with Agile methodology and tools like Jira or ServiceNow
• Ability to interpret user feedback and business needs into actionable development insights
• Excellent communication skills for interfacing with stakeholders from technical and non-technical backgrounds
• Analytical mindset with attention to detail and the ability to juggle multiple priorities
• Exposure to Agile software development methodologies
• Mutual fund industry background or wealth management experience
• Understanding of data structures and reporting tools
• Advanced understanding of complex business and technical processes in the banking or financial services industry.
• Experience in IT risk management, audit, currency issues, and vendor management.
• Ownership of application portfolios, ensuring accuracy and up-to-date information.
• Familiarity with internal banking processes, including Change Management, Incident Management, and Security controls.

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 - We offer opportunities for community engagement & belonging with our various programs such as hackathons.

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.