Specialist, Executive Technical Support

Title:

Specialist, Executive Technical Support

Requisition

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

Contributes to the overall success of the Executive Digital Experience team by providing superior technical systems and business application support to Scotiabank’s Board of Directors and the Global Senior Vice President (and above) user community and support staff.

The incumbent also manages the execution of specialized plans, projects, and continuous improvement initiatives to evolve support and meet the often immediate and complex user expectations.

• Provide effective day-to-day end-user technical support to Scotiabank’s global senior leadership community of approximately 380 users with all their IT-related requests, including but not limited to Service & Support, Board IT Services, Education & Training, Process Creation & Implementation, Global Communications, Reporting & Remediating, Project Management and AV & Meeting Room Support.
• Manages end-to-end responsibility from identifying root cause analysis to implementing and resolving technical end-user issues with limited supervision, often in urgent scenarios. Connect and support executive AV meeting room technology to ensure a seamless meeting experience for the executive user community.
• In rare occurrences, escalates high priority issues affecting availability, with all Bank and Executive impact Senior Manager, Executive IT Support and liaise with 2nd and 3rd level support when applicable, to find quick and effective solutions.
• Develops relationships with the executive user community to learn and understand technical pain points and daily challenges to be addressed via education and training, implementation of available technologies or internal process improvement.
• Acts as a subject matter expert in identifying solutions to complex technical requests while complying with internal security controls and procedures.
• Provides highly specialized technical leadership in the analysis and support of cost-effective technology, supports the implementation of solutions and develops new procedures surrounding support.
• Fosters ongoing communication and close working relationships with senior management in all support units related to System Availability, Incident Management, Event Management, Request Fulfillment, Problem Management and Change Management.
• Champions the resolution of system-related issues, ensuring that a high level of availability and customer service is provided to Executives customers according to aggressive Executive Service Level Agreements in place (often 30 mins or less).
• Creation and participation in Executive IT Support global communications to drive initiatives impacting the senior executive user community.
• Proactively identifies, recommends, and executes team processes or automation levers to drive efficiencies and enhance user experience.
• Engage and coordinate vendors to support and remediate operational activities related to end-user technology.
• Provides mentorship and leadership by developing relationships to collaborate with dedicated global IT support teams, enabling greater cooperation and process implementation between countries and groups to ensure a seamless user experience across Scotiabank’s geographies.
• Project management of all IT-related rollouts of applications and risk remediation initiatives.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
• Builds a high-performance environment and implements a people strategy that attracts, retains, develops and…