Analyst - End User Technical Support

Requisition ID: 195145
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Technical Support Analyst contributes to the overall success of the Employee IT Services / IT&S globally ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. You will ensure all activities conducted are in compliance with governing regulations, internal policies and procedures.

You will facilitate and maintain security permissions as per Bank policies on user accounts and applications via Add, Delete and Changes of user memberships, group memberships and access levels on all supported environments.

Is this role right for you? In this role you will:

• To maintain current security permissions as per Bank policies on user accounts and applications via Add, Delete and Changes of user memberships, group memberships and access levels on all supporting environments. The incumbent will be knowledgeable in environment(s) for which they are responsible. Assist with all access and permission issues that may arise.
• To provide professional and courteous support to the business community, answering questions, when possible, in order to meet the departmental objective for issue resolution. The incumbent will use all available resources to ensure a timely first call resolution rate.
• To assist in the investigation of applicable applications and account access issues, without exceeding departmental boundaries. The incumbent will also provide management with analysis of all presented issues and distribute all changes identified as workarounds or fixes within the group and other Technical Support groups.
• To manage the incident tracking system in a timely and effective manner to ensure a timely resolution; document all new information within the log; perform closure of logs; including following up with all affected departments and their associated users to ensure that problems are solved and the level of service did meet their expectation.
• Keep current on rapidly changing technological trends, self teach new technologies and maintaining an understanding of the division's desktop technology strategies meeting the departmental objectives.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Access requests submitted to the incumbent are based on both operating systems as well as the application. As a result, the incumbent must have a good knowledge and familiarity with the operating systems environments and the various components and applications involved. The incumbent must be able to adjust to new developments in operating systems, and applications. A good knowledge of the Bank's Security policies and account management procedures is a requirement.
• Must have an in-depth knowledge of the following:
  • Active Directory Users and Groups Policies and Functions
  • Application Operating Systems
  • Bank Security Policies
  • Office Automation Software
  • Network Topologies

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Dynamic Ecosystem - Free tea & coffee, universal washrooms, and lots of space for team collaboration.
• Community Engagement - No matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Working location condition: Hybrid

#LI-Hybrid

Location(s): Canada : Ontario : Ottawa
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.