Support Associate

Requisition ID: 239433

Thanks for your interest in ScotiaTech, Scotiabank's new and innovative Technology hub in Bogota.

Join a purpose driven winning team that promotes creativity and innovation in a fast-paced environment, where we're always committed to results, in an inclusive, diverse, and high-performing culture.

Purpose

Contributes to the overall success of Canadian Banking Engineering globally as part of Exception and Cheque Processing Bogota team ensuring specific individual goals, plans, and initiatives are executed and delivered in support of the team's business strategies and objectives.  Ensure all activities conducted are following governing regulations, internal policies and procedures.

Provides Level 2 production support for Exception and Cheque Processing (ECP) systems and scope

Provide triage, support and management of issues and incidents. This includes coordinating relevant teams to ensure timely and effective problem resolution, including communicating updates in a clear, business-friendly manner.

Participate in rotational after-hours support, including on call pager duty support for critical incidents.

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Assist in investigating and resolving incidents, ensuring timely escalation and clear communication with stakeholders and vendors
• Assist the Manager by conducting research and analysis, and identifying opportunities for continuous improvements and efficiency enhancements
• Respond to the incoming calls/emails from the business users reporting the incidents/issues, evaluate the issue and determine if the issue can be resolved locally or if it needs to be escalated to the other teams or 3rd level support when applicable.
• Escalate to Manager for assistance and/or escalation purposes, to quickly analyze problems and resolve escalated issues, and provide recommendations to management with regards to resolution.
• Escalate all high priority issues affecting availability, customer impact and user impact to the Manager, and Senior Management.
• Raise Service Now tickets from any email or phone issue/service request, and investigate, resolve and assign to supporting teams where required. 
•  Complete quarter-end and month-end oversight and control activities including but not limited to financial governance, SLO and performance monitoring, and preparation of management performance dashboards
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Creates an environment in which their team pursues effective and efficient operations of their 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.
• Understand how the Bank's risk appetite and risk culture should be incorporate into 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 and ATF sanctions and conduct risk.
• Champions a high-performance environment and contributes to an inclusive work environment.

Dimensions

• The incumbent will have no direct reports
• Excellent verbal and written communication skills in Spanish and English are essential.
• The incumbent receives general guidance and information from the Manager on a regular basis. 
• The incumbent defers to senior management on all matters regarding policy and requiring escalation.

Education

• A recognized undergraduate degree in business, economics, mathematics, Computer Science or a related discipline is preferred
•  IT application support background is required
• 3-5 years of experience in a relevant customer-facing environment; payments or branch banking preferred
• The incumbent should be able to troubleshoot application issues over email, phone, chat, etc. and communicate technical concepts to non-technical users
• B2 level of English
• Knowledge of Service Now, JIRA, other incident management systems, Governance Risk and compliance systems are an asset.
• Excellent knowledge of MS Office, in particular Excel
• The incumbent should be able to work in a fast-paced environment under pressure and prioritize multiple tasks as required.
• Bilingual English/Spanish language skills (B2 English level)

Working Conditions

When required, non-standard office working hours for scheduled implementations or while on rotational 24x7 on-call support.

#LI-Hybrid

Location(s):  Colombia : Bogota : Bogota

ScotiaTech is a business unit within ScotiaGBS, a Scotiabank Group company located in Bogota, Colombia. The ScotiaTech hub was created to support different technology systems and processes of the Bank. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaTech, we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaTech; however, only those candidates who are selected for an interview will be contacted.