Application Support Analyst

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

The Team

The Application Support team is responsible for providing production support and maintaining applications within Global Payments Technology that primarily services small business, commercial, and corporate clients. With your BA, systems support analysts, and developer teammates, the vision is to provide technical support and solutions to meet the needs of our customers.

The role:

To support the vision, we are seeking an Application Support Analyst who will play an important part in the team to achieve the desired goals by contributing technically and analytically to meet the needs of our partners and help find a solution to the issues our customers face. You will work closely with Business Analysts and Operational Support teams to provide incident resolution and application development deliverables. The candidate will also work towards ensuring application reliability and stability leveraging an array of monitoring tools, and in charge of an application that supports balance and transaction and reconciliation reports.

In this role, you will:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Efficiently support applications to meet business objectives by analyzing user requirements, providing technical specifications to help maintain systems according to standards.
• Provide production support to assigned applications by identifying, evaluating, escalating, and resolving problems, and supporting other team members. The incumbent is required to be part of a rotation to carry the on-call phone approximately 50% of the time to ensure systems support is readily available and that systems are operational according to documented user service level agreements.
• Keep current on rapidly changing technological trends, document, self-teach new technologies and maintain an understanding of the department’s business and technology strategies.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to, and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high-performance environment and contributes to an inclusive work environment.

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

• Incident Management experience.
• Previous experience in a technical or operational support helpdesk role.
• Proficient in Microsoft Office, specifically Word and Excel.
• Familiarity with ServiceNow and Confluence.
• Good interpersonal and expert communication skills written and verbally to colleagues, senior management, external vendors, and various business lines.
• Experience with supporting payments applications, such as FTM console and APIs preferred.
• Experience with JavaScript, database skills, including MS-SQLSERVER and write simple to medium SQL queries.

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.
• 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.
• 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!

Work arrangements: Hybrid