AddressJoin a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose
Specialist, Application Support and Incident Management will focus on the support of all incidents, escalations, outages, and individual user issues in the CBCC environment. The Application Support Team provides support for the front-line teams across all CBCC sites including Punta Norte, Mexico, Bogota, Colombia Dominican Republic. The Specialist is responsible for ensuring that they are effectively completing all minor incident tickets and individual user issues within the established SLAs. The incumbent also assists with the implementation and follow up of system and procedural changes, positioning themselves to support the change once it is fully implemented. He/she will have a strong knowledge of bank systems, processes and procedures that support the CBCC environment. The Specialist, Application Support and Incident Management works collaboratively across all CBCC sites to achieve operational consistency and maintain key controls.
Accountabilities
Coordination
- Manage workload to ensure that SLAs and KPIs are being met.
- Recommend Improvement to processes and policies in support of organizational goals.
- Provide on-going support to the frontline team on system known issues and fixes including Major incidents.
- Deliver a high level of service and quality through regular follow-up and ticket reviews.
- Participate in gathering information from other support partners during any Major Incidents.
- Review and follow-up with support on minor independent escalation tickets towards resolution.
- Work with Team Lead to ensure all escalated tickets are resolved.
- Participate regularly in team meetings and huddles to discuss current highlights and challenges, provide input on task load, SLAs and KPIs.
- Communicate with the frontline customer on a regular basis to keep them posted on updates to system or application errors/outages.
- Document, track, and present data whenever required during team meetings and huddles.
- Attend bridge calls or meetings as required to voice contact center and customer impact which helps in support in their investigation to resolve Call Center impacting system or application errors and/or outages.
- Communicate with the CBCC Leadership on a regular basis to keep them updated during system or application errors/outages.
- Document, track and present summaries or details on technical issues, where required.
- Serve as a point of contact when there are customer issues related to system/application quality, the customer experience or both.
- Work closely with the Team Lead to set and/or implement policies, procedures and systems and to follow through with implementation.
- Provide on-call afterhours support to the Contact Centre Team as required.
- Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends.
- Serve as a point of contact when there are customer issues related to system/application quality, the customer experience or both.
- Participate in projects and provide insight/feedback as required
- Provide pre and post support for any CBCC projects
- Work with the CBCC Helpdesk team to resolve repeat issues and provide updates regarding application outages
- Provide day-to-day support by utilizing Service Now ticketing system
- Regular follow-up on Service Tickets and escalate any incidents that are out of documented SLA to Team Lead
The Application Support team supports over 3000 employees across 6 sites making up the Canadian Banking Contact Centre. They are responsible for the investigation/escalation of systems and customer inquiries impacting both the CBCC and the customer.
Requirements
- Post-secondary education is needed.
- Prior business analysis experience is an asset
- Expert knowledge of the CBCC systems and processes
- Demonstrate a commitment to the Service First and Results Focus culture
- Strong analytical and critical thinking skills to support in trend analysis.
- Expert ability to navigate and educate on knowledge resources
- Must exhibit good judgment to provide solutions and expertise on day-to-day issues
- Initiative is required to follow through on issues to complete resolution.
- Must exhibit good interpersonal skills in areas such as Teamwork, Skill Building, Facilitation and Negotiation
- Excellent verbal and written communication skills within all areas of the organization
- Must exhibit to manage and prioritize workloads to ensure optimal service
- Should be a good team player and should also be capable to work individually in a high pressure environment
The incumbent operates within a 24/7 Contact Centre environment. Daily interactions are constant via ticketing system, email, Teams chat and telephone. The incumbent is regularly interacting with CBCC staff, which results in a high degree of multi-tasking. The incumbent spends upwards of seven hours per day working on a PC. The position is subject to unpredictable work volumes. There is the high potential for dealing with time-sensitive, high priority issues. Overtime may be required to support tight deadlines or BCP invocation.
Location(s): Canada : Ontario : Scarborough || Canada : Nova Scotia : Halifax || 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 . 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.
