Specialist, Executive Technical Support - Scotiabank, Toronto

AI Summary

This Specialist, Executive Technical Support role at Scotiabank in Toronto, Ontario, involves providing superior technical systems and business application support to the bank's Board of Directors and global senior leadership. Key duties include managing IT-related requests, resolving complex technical issues, and leading continuous improvement initiatives. Top requirements include an undergraduate degree in Computer Science or equivalent, exceptional communication skills, and at least two years of experience providing white-glove IT support to executives.

About the Role and Executive Support

As a Specialist, Executive Technical Support, the incumbent contributes significantly to the overall success of the Executive Digital Experience team by delivering superior technical systems and business application support. This critical role serves Scotiabank’s Board of Directors and the Global Senior Vice President (and above) user community and their support staff, ensuring seamless operations for high-level stakeholders. The position involves providing effective day-to-day end-user technical support to approximately 380 global senior leadership users for all their IT-related requests, encompassing service and support, board IT services, education, and AV and meeting room support. This requires managing end-to-end responsibility for identifying root causes and resolving technical end-user issues, often in urgent scenarios, with limited supervision. A key aspect is connecting and supporting executive AV meeting room technology to guarantee a smooth meeting experience for the executive user community. The role also involves developing strong relationships with the executive user community to understand their technical pain points and daily challenges, addressing these through education, training, technology implementation, or internal process improvement. This commitment ensures a high level of availability and customer service, adhering to aggressive Executive Service Level Agreements, often within 30 minutes or less, reflecting the critical nature of executive technical support.

Project Management, Risk, and Technical Expertise

Beyond direct user support, this role also manages the execution of specialised plans, projects, and continuous improvement initiatives designed to evolve support and meet the often immediate and complex user expectations. The Specialist acts as a subject matter expert, identifying solutions to complex technical requests while strictly complying with internal security controls and procedures. This includes providing highly specialised technical leadership in the analysis and support of cost-effective technology, supporting solution implementation, and developing new procedures surrounding support. Fostering ongoing communication and close working relationships with senior management across all support units related to System Availability, Incident Management, and Change Management is crucial for effective management. The incumbent champions the resolution of system-related issues, ensuring optimal service. Furthermore, the role involves project management for all IT-related rollouts of applications and risk remediation initiatives, requiring a deep understanding of the Bank’s risk appetite and risk culture in day-to-day activities and decisions. This position also provides mentorship and leadership by collaborating with dedicated global IT support teams, enabling greater cooperation and process implementation across Scotiabank’s geographies to ensure a seamless user experience for the entire community.