ਕੰਮ ਦਾ ਵੇਰਵਾ

Overview

Become part of a goal-oriented and inclusive digital experience team delivering superior technical and business application support to Scotiabank’s Board of Directors and senior global executives. This role focuses on providing expert IT assistance and managing projects to enhance support and satisfy the complex needs of high-level users.

Key Responsibilities

Deliver daily IT support for approximately 380 senior executive users worldwide covering service requests, board IT services, education, training, global communications, reporting, and AV/meeting room technology support.
Handle issue resolution end-to-end by diagnosing root causes and implementing fixes independently, often under pressing circumstances, including seamless operation of executive AV meeting tech.
Escalate critical system availability problems promptly to senior management and coordinate with higher-tier support teams when necessary.
Build strong connections with executive users to understand their technical challenges and address them through training, technology deployment, or process enhancement.
Serve as a subject matter expert to solve complex technical issues while ensuring compliance with security protocols.
Provide technical leadership in analyzing and supporting cost-efficient technologies, supporting new solutions and refining support procedures.
Maintain close collaboration with senior management in system availability, incident, event, request fulfillment, problem, and change management.
Resolve system-related challenges to maintain high availability and excellent service levels for executives, meeting strict SLA timelines (often within 30 minutes).
Contribute to executive IT support communications to promote initiatives affecting senior leaders.
Proactively identify and implement process improvements and automation to increase team efficiency and enhance user experience.
Coordinate with vendors to support and resolve operational tech issues.
Mentor and foster collaboration across global IT support teams, promoting seamless cross-geographical user experiences.
Oversee IT-related rollout projects and risk mitigation efforts.
Consider the bank's risk appetite and culture in daily activities and decision-making.
Ensure compliance and effective operation of business controls addressing operational, regulatory, AML/ATF, and conduct risks as defined by internal frameworks.
Build a high-performing team environment by leading with inclusivity, coaching, clear communication of vision and values, and succession planning.

Qualifications and Skills

Bachelor’s degree in computer science or a comparable technical field.
Outstanding written and verbal communication skills suited for technical and non-technical audiences.
Deep expertise in supporting end-user computing environments on Windows and iOS, with at least two years of experience providing premium IT assistance to senior executives both remotely and in person.
Over five years of experience working with Microsoft O365, Exchange, Windows 10, Active Directory, and domain support.
A minimum of two years managing and executing IT projects such as application rollouts and upgrades.
More than one year of practical experience supporting AV and modern meeting room technologies.
Strong proficiency with WorkSpaceOne, ServiceNow, MS PowerBI, and foundational knowledge of LAN/WAN networks.
Skillful in managing multiple computing platforms, networking, communications, hardware and OS configuration, application tuning, and performance optimization.
Expert analytical, problem-solving, troubleshooting abilities, capable of leading root cause analysis and independently implementing solutions.

Employee Benefits and Culture

Commitment to diversity, equity, inclusion, and allyship with numerous Employee Resource Groups promoting varied identities and backgrounds.
Focus on accessibility and workplace accommodations to foster an inclusive and barrier-free environment.
Opportunities for upskilling through online education, cross-functional projects, and tuition assistance.
Competitive rewards including bonus programs, flexible vacation, personal and sick days, and benefits beginning immediately on day one.
Community engagement opportunities regardless of work location via varied events and programs such as hackathons, contests, and social activities.

Location and Company

This position is based in Toronto, Ontario, Canada, and supports Scotiabank’s leadership in financial services across the Americas. The bank values inclusion and accessibility and encourages applicants requiring accommodation to notify recruitment.

Specialist, Executive Technical Support