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Purpose
• Contributes to the overall success of Global Finance Technology GFT globally as part of ScotiaTech GTA team ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.
• Supports business applications to all Finance production and client-server systems maintained within GFT.
• Manages and maintains the currency of all issues which have been assigned for any application within GFT, in a manner which provides high quality customer service to its clients.
Accountabilities
Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Provide effective day to day end user technical support to all units on Risk and Finance production systems, maintained within GFT.
- Assist the Manager by conducting research and analysis, documenting operational processes to assist in the resolution of problems to meet the needs of the supported systems/applications.
- 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 2nd 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 request and assign them to the suitable support team.
- Participate in quarter-end and month-end support activities.
- Assist Manager with the activities coordination with the Operations team in Toronto.
- System Availability/Service Levels
- Notify the users about the systems/applications outages or disruptions.
- Foster ongoing communication and close working relationships with management in all support units as it relates to System Availability, Incident Management, Event Management, Request Fulfillment, Problem Management and Change Management.
- Champion the resolution of system related issues, ensuring that a high level of availability and customer service is provided to internal customers according to Service Level Agreements in place.
- Ensure users are fully satisfied with the service and support received.
- Develop and/or implement proactive operational enhancements with the aim of improving service levels, maintaining availability targets and SLAs.
- Provide daily reporting and analysis to the Manager on email/request/call volumes, turnaround time for issue closure, etc.
- Problem Management Review and Reporting
- Perform reviews of tickets within one’s own ticket queue to ensure that tickets are being created, logged and prioritized correctly using the Service Now system.
- Maintain the log of all the requests (emails, calls, Lync, etc.) according to the predefined format.
- Provide reports to the Manager regularly with the summary for the unresolved incidents/problems/tasks
- Provide monthly reporting and analysis to the Manager on email/call volumes, turnaround time for incident closure, types of requests, etc.
Reporting Relationships
Primary Manager: • Service & Support Lead GEOF Bogota
Direct Reports:
Shared Reports NA
Dimensions NA
Education / Experience / Other Information (include only those that are specific to the role)
• • A recognized under-graduate degree in business, economics, mathematics, Computer Science or a related discipline is required
• A Finance background is required
• 3-5 years of experience in a relevant customer-facing environment
• The incumbent should be able to troubleshoot application issues over email, phone, chat, etc. and communicate technical concepts to non-technical users
• The incumbent must have a basic knowledge of accounting, risk and financial instruments and Back Office processes.
• Knowledge of Service Now, PeopleSoft – GL, AP, Hyperion Planning System, OBI, SmartView, Oracle DRM, Oracle Travel & Expense, SmartStream, Risk Applications – an asset
• Excellent knowledge of MS Office, in particular Excel, Access
• Knowledge of SQL and PS/SQL and ability to create and run simple queries
• The incumbent should be able to work in a fast-pace environment, under pressure and prioritize multiple tasks as required
Competencies
Working Conditions
Work in a standard office-based environment; non-standard hours are a common occurrence
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