- Company Name
- Scotiabank
- Job Title
- Support, Banking Digital Applications
- Job Description
-
**Job Title:**
Intermediate L1 Support – Banking Digital Applications
**Role Summary:**
Provide first‑line technical support for internal users of digital banking platforms (Investor and Advisor Portals) while acting as a business analyst to translate user needs into actionable development requirements. Serve as the primary liaison between business stakeholders and the agile development team, ensuring timely issue resolution, accurate documentation, and continuous platform improvement.
**Expectations:**
- 3–5 years of technical support and business analysis experience in financial services or asset management.
- Proven experience supporting web‑based, cloud‑hosted digital applications.
- Basic SQL skills for data troubleshooting and reporting.
- Proficiency with Agile tools (e.g., Jira, ServiceNow) and Agile/Scrum methodology.
- Strong written and verbal communication with both technical and non‑technical audiences.
- Ability to analyze trends, perform root‑cause analysis, and propose long‑term fixes.
- Knowledge of banking/wealth‑management processes, change/incident management, and security controls.
**Key Responsibilities:**
- Act as first‑line (L1) support for incidents on Investor and Advisor Portals; handle inbound calls and tickets.
- Perform troubleshooting, ticket triage, and escalation for access, configuration, and functional issues.
- Capture and document business requirements, user stories, and functional specifications for enhancements.
- Collaborate with development, QA, and product teams to resolve issues and drive platform improvements.
- Participate in non‑production and post‑production testing, validating user acceptance criteria.
- Analyze support trends, conduct root‑cause assessments, and recommend preventive solutions.
- Maintain support knowledge base, user guides, and training materials.
- Ensure compliance with internal change, incident, and security management processes.
**Required Skills:**
- Technical support and incident management (3–5 yrs).
- Business analysis and requirements documentation.
- Basic SQL querying.
- Agile/Scrum experience; familiarity with Jira, ServiceNow or similar ticketing tools.
- Excellent interpersonal and communication skills.
- Analytical mindset with strong attention to detail and multitasking ability.
- Understanding of data structures, reporting tools, and banking/wealth‑management domains.
- Exposure to IT risk management, audit, and vendor management preferred.
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, Finance, or a related field.
- Relevant certifications (e.g., ITIL Foundation, Certified Business Analyst, Agile Scrum Master) are a plus but not mandatory.