Bilingual Application Support Analyst - Scotiabank, Toronto

AI Summary

This Bilingual Application Support Analyst role at Scotiabank in Toronto, Ontario, focuses on providing production support and maintaining applications within Global Payments Technology. The successful candidate will identify, evaluate, and resolve problems, ensuring system reliability and stability for small business, commercial, and corporate clients.

Key requirements include previous technical or operational support experience, incident management, and familiarity with databases. Bilingual proficiency in English and Spanish is an asset for this critical support function.

About the Role and Team Culture

Scotiabank is seeking a dedicated Bilingual Application Support Analyst to join its Global Payments Engineering team in Toronto. This role is integral to a purpose-driven team committed to results within an inclusive and high-performing culture. As an industry leader in Payments technology and innovation, Scotiabank leverages new tools to enhance customer experiences while safeguarding their interests. The result of this commitment leads to modernization programs which aim to offer enriched information and transparencies to support the rapidly evolving payments community.

The Application Support team is responsible for providing essential production support and maintaining critical applications that primarily serve small business, commercial, and corporate clients. Working alongside Business Analysts, systems support analysts, and developer teammates, the vision is to provide comprehensive technical support and solutions to meet diverse customer needs. This position champions a customer-focused culture, deepening client relationships and leveraging the Bank’s extensive knowledge and systems to provide exceptional service.

Key Responsibilities and Technical Environment

The Support Analyst will play a vital part in achieving team goals by contributing technically and analytically to resolve issues faced by customers and partners. A core responsibility involves providing production support to assigned applications, which includes identifying, evaluating, escalating, and resolving problems, as well as supporting other team members. This role requires participation in an on-call rotation approximately 50% of the time to ensure continuous systems support is readily available and that systems are operational according to documented user service level agreements.

The incumbent will also work towards ensuring application reliability and stability, leveraging an array of monitoring tools, and managing an application that supports balance, transaction, and reconciliation reports. Adaptability is key, as the role requires staying current on rapidly changing technological trends, documenting new technologies, and maintaining an understanding of the department’s business and technology strategies. Efficiently supporting applications to meet business objectives involves analyzing user requirements and providing technical specifications to help maintain systems according to established standards. Experience with cloud-based development stacks like Google Cloud, AWS, or Azure is a plus, alongside familiarity with databases such as MySQL, PostgreSQL, or MongoDB.

What Scotiabank Seeks

Scotiabank is looking for a candidate who brings previous experience in a technical or operational support helpdesk role, coupled with incident management expertise. The ability to use analytics for day-to-day conversations and decision-making is highly valued. Bilingual proficiency in English and Spanish is considered a significant asset, enhancing the team's ability to provide comprehensive support.

The Bank champions a high-performance environment and actively contributes to an inclusive work environment, valuing diversity, equity, inclusion, and allyship. Scotiabank is committed to creating an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and embraced through bias-free practices. This role offers exposure to a wide range of technologies, problem domains, and stakeholders, providing opportunities for upskilling through online courses, cross-functional development, and tuition assistance. Candidates should understand how the Bank’s risk appetite and risk culture influence day-to-day activities and decisions within this dynamic financial environment.