Requisition ID: 237699
Employee Referral Program – Potential Reward: $3,500.00
Salary Range: 76,500.00 - 142,120.00
Please note that the Salary Range shown is a guideline only. Salary offered may vary based on factors, including, but not limited to, the successful candidate’s relevant knowledge, skills, and experience.
We are committed to investing in our employees and helping you continue your career at Scotiabank.
Global Banking and Markets
Global Banking and Markets (GBM) is a leading Canadian Capital Markets and Investment Banking business with a growing platform in the US and Latin America, operating globally for over 100 years. Scotiabank’s strong U.S. presence provides our clients an important bridge to this key global market for trade and investment flows across the Americas and the world.
Global Banking & Markets provides a full range of investment banking, credit and risk management products and services relevant to the financing and strategic development needs of our clients. Our products include debt and equity financing, mergers & acquisitions, corporate banking, institutional equity sales, trading and research, fixed income products, derivatives, energy, foreign exchange and precious & metals. We also cross-sell the full range of wholesale products and services offered by the Scotiabank Group.
Be part of an innovative, Global Capital Markets and Investment Banking business with a unique geographic footprint that puts capital to work for our clients across industries! We work together to drive ambition for every future!
Overview
Contributes to the overall success of the US IT End-User Operations – IT Technical Support Specialist in United States ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted comply with governing regulations, internal policies and procedures.
What You'll Do
• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Manage service levels to guarantee the overall success of the US Information Technology Helpdesk, which provides the intake, resolution or assignment of technical requests and trouble tickets for the organization’s US staff.
• Ensure all technical support requests are addressed within an acceptable time objective.
• Ensure all support requests are memorialized in a Service Now ticket. The information in the ticket must be accurate and complete.
• Escalate issues for critical teams, executives, and departments with specialized needs.
• Manage the team’s work schedules to ensure proper coverage.
• Service and/or assign IT support tickets.
• Ensure all team members are participating equally and performing well.
• Identify training opportunities.
• Produce dashboards used to measure the success of the team.
• Identify performance issues within the team.
• Participate in technical support requests as needed.
• Look for trends. Identify high-volume ticket types and present them to the engineering teams so they can design solutions to reduce call volume.
• Identify repeat issues or issues affecting multiple users or sites to provide advanced warning of large-scale problems.
• Use gamification and other management techniques used to allow teammates to understand how their performance is relative to the others on the team.
• Produce management reports to illustrate risks and areas needing improvement.
• Lead by example. Develop the staff, systems and processes used to ensure best-of-class IT support services in a fast-paced banking environment.
• Champion a high-performance, customer focused culture to deepen client relationships and leverage broader bank relationships, systems, and knowledge.
• Develop relationships with enterprise subject matter experts, support teams and 3rd party vendors.
• Respond to incoming help requests from end users via telephone, Service Now tickets, MS Teams chats and email in a professional, courteous, effective, and efficient manner.
• Adhere to established information security standards and procedures
• Understand the bank’s risk appetite and risk culture to aid with day-to-day activities and decisions.
• Implement and adhere to standards and procedures specified by the U.S. CISO.
• Support audit and regulatory requests.
• Design, implement and enforce proper operational procedures and processes.
• 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.
What You’ll Bring
• Required technologies: MS Office, Windows 11, Service Now, Bomgar, Virtual Desktops, Apple MacOS, Apple Mobile Devices, Cisco Video Conferencing, IDF/MDF management, Networking, Trade Floor Support, IT Asset Management, Remote Support
• Must have experience supporting financial firms, or large highly regulated companies
• Provide support to staff including executives
• Be a top-notch leader and mentor to team.
• Prioritize high risk issues
• Continuous improvements: Identify repeat issues; Reduce the volume of tickets
• Periodically work nights and weekends as needed
• Be successful working under pressure in a high pace financial environment
• An undergraduate degree in computer science or related field
• 5 years of current hands-on IT support experience
• Proven excellence managing staff of technical resources
• Excellent knowledge of IT support and customer services best practices
• Excellent knowledge of Windows, Office 365 and remote access technologies
• Excellent knowledge of Service Now and phone IVR systems
• Top-notch Troubleshooting skills
• Must possess excellent oral and written communication skills
• Financial services industry experience preferred
Interested?
If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank!
At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That’s why we work to grow and diversify talent and engage employees in a performance-oriented culture.
What's in it for you?
Scotiabank wants you to be able to bring your best self to work – and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.
#Dallas
Location(s): United States : Texas : Dallas
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.