About this role
About the Role
Contributes to the overall success of the Executive Digital Experience team by providing superior technical systems and business application support to Scotiabank’s Board of Directors and the Global Senior Vice President (and above) user community and support staff. The incumbent also manages the execution of specialized plans, projects, and continuous improvement initiatives to evolve support and meet often immediate and complex user expectations. What You'll Do
- Provide effective day-to-day end-user technical support to Scotiabank’s global senior leadership community of approximately 380 users with all their IT-related requests, including but not limited to Service & Support, Board IT Services, Education & Training, Process Creation & Implementation, Global Communications, Reporting & Remediating, Project Management and AV & Meeting Room Support.
- Manages end-to-end responsibility from identifying root cause analysis to implementing and resolving technical end-user issues with limited supervision, often in urgent scenarios. Connect and support executive AV meeting room technology to ensure a seamless meeting experience for the executive user community.
- In rare occurrences, escalates high priority issues affecting availability, with all Bank and Executive impact Senior Manager, Executive IT Support and liaise with 2nd and 3rd level support when applicable, to find quick and effective solutions.
- Develops relationships with the executive user community to learn and understand technical pain points and daily challenges to be addressed via education and training, implementation of available technologies or internal process improvement.
- Acts as a subject matter expert in identifying solutions to complex technical requests while complying with internal security controls and procedures.
- Develops relationships with the executive user community to learn and understand technical pain points and daily challenges to be addressed via education and training, implementation of available technologies or internal process improvement.
- Provides highly specialized technical leadership in the analysis and support of cost-effective technology, supports the implementation of solutions and develops new procedures surrounding support.
- Fosters ongoing communication and close working relationships with senior management in all support units related to System Availability, Incident Management, Event Management, Request Fulfillment, Problem Management and Change Management.
- Champions the resolution of system-related issues, ensuring that a high level of availability and customer service is provided to Executives customers according to aggressive Executive Service Level Agreements.