City : Ottawa, ON, CA, K1G6R7

Category : Financial Specialist

Industry : Finance

Employer : Scotiabank

Requisition ID: 145219

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Summary:

The Functional Support Analysts responds to client support questions in a professional, courteous and prompt manner.  He/She works on problems of diverse scope that require the evaluation of a variety of factors and resolves the issues using domain expertise and expert problem solving skills. He/she is the lead on escalated issues and is a resource and mentor for less experienced support staff.  The FSA actively contributes to and updates the knowledge base articles and provides services on client application issues.  

The Functional Support Analyst is responsible for providing support to MD internal employees for functional incidents, problems and defects.  The incumbent is responsible for the tracking, communicating and resolution of application functional issues for Enterprise applications defined as part of the team’s mandate.  The incumbent will be responsible for the end-to-end functional support servicing clients and the Incident, Problem and Defect Management processes, ensuring defined standards, processes and service levels are adhered to.

Duties & Responsibilities:

• Responsible for problem definition, research/investigate, define and communicate workarounds, prioritize, analyze, recreate and resolve SD tickets assigned to the functional support team.
• Independently researches and resolves customer issues including mission critical support requests and probable software defects.
• Isolates product defects and provides complete problem documentation to development
• Diagnose issues spanning products outside of primary responsibility including third party software and multiple vendors’ environments.
• Involves more senior staff, product development, management, vendors, in problem resolution in a manner that conserves staff time and yet provides resolution in a timely manner.
• Responsible to identify or assist in the root-cause of an issue
• Responsible for escalation of incidents and submission of incidents to the problem management process as required;
• Actively participates in creation and review of content for the knowledge base.
• Writes and/or reviews customer facing technical documents such as newsletters, notices, etc.
• Participates in new product launch readiness which includes verifying defect resolution, developing new processes where required, providing support to clients, preparing and delivering support readiness training.
• Participates in developing and delivering training for defect resolution
• Provides constructive feedback and assistance to management on support processes and procedures when required.
• Provides customer and support feedback to product development related to product features and supportability.
• Responsible to log defects into the defect management application, including detailed documentation to support the defect submission process;
• Responsible to attend Triage meetings, as required, to represent functional support defects and keep updated, record and understand other software defects;
• Accountable to make recommendations for priority setting and release content for defects;
• Responsible for Incident Submission reports requiring Vendor and / or Systems Integration investigation and / or resolution;
• Responsible to ensure Client incidents are effectively resolved in a timely manner according to Service Level Agreements (SLAs);
• Responsible for ensuring a collaborative working relationship with other teams involved in the resolution of incidents, problems and defects;
• Responsible to produce metrics associated with the functional support processes, incidents;
• Responsible to identify issues, bottlenecks, risks and recommend improvements to the business and within IT to foster a culture of continuous improvement;
• Accountable to adhere to the Incident, Problem Defect Management and Functional Support processes;
• Interacts with third party vendors and suppliers in a professional and courteous manner that fosters a long term partnership.
• Accountable to be current on application release content including new products and services for the Enterprise applications;
• Responsible for the Production Support environments day end processes, including loading of files, settlement and fill process with NBCN;
• Responsible for scheduling of the Production Support environments with Alternate Delivery vendor;

Education & Experience:

• University Degree in Computer Science with demonstrated business aptitude, or a University Degree in Business Administration with demonstrated technical aptitude, or relevant work experience.
• 4-10 years experience with a demonstrated ability to clearly communicate complex technical concepts and ideas in business terms
• A minimum of 2 - 5 years of prior relevant experience, in both business and technology, is necessary to perform this job at an acceptable level, preferably in a Financial Services/Securities Brokerage firm.
• Extensive experience in functional support / problem solving is essential. 
• ITIL Foundation Certification an asset.
• Thorough knowledge / experience in one or more of the following areas:

• Analysis and preparation of project definitions and functional requirements.
• Identification of business requirements and evaluation of solutions to meet objectives.

• Knowledge of investment and security software systems and the business processes that are support by such software applications is an asset.

Competency Requirements:

• Client Service/Communication
  • Client-focus orientation;
  • Excellent listening, oral and written communication skills in order to effectively interact with individuals across the organization and with Vendors;
  • Ability to express technology matters in business terms.
  • Delivery of a successful client experience.
• Professional knowledge and expertise:
  • Excellent problem solving and critical thinking skills;
  • Excellent knowledge of the organization, its applications and to have experience with the functions and related processes.
  • Experience in functional support and resolution of client incidents;
• Planning and organization:
  • Ability to manage multiple tasks;
  • Self motivated;
  • Can work independently on problem resolution and/or in a team environment.
• Other
  • Ability to adapt to change
  • Excellent decision making skills;
  • Ability to manage day-to-day activities through periods of ambiguity
  • A self-learner, able to quickly pick-up and understand new business processes and applications.

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.