Senior Application Support Analyst

Scotiabank; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading bank in the Americas, known for its inclusive culture, seeks a Senior Application Support Analyst in Toronto. This role involves addressing customer concerns regarding digital products, analyzing application logs, and collaborating with teams for effective issue resolution. Ideal candidates will have 4-6 years of experience in application support, strong analytical skills, and excellent communication abilities. Join us in our mission of building a diverse and equitable workplace where every employee can thrive.

Benefits

Flexible vacation

Tuition assistance

Competitive rewards program

Qualifications

• 4-6 years of experience in application support or incident management, ideally within banking.
• Exceptional written and verbal communication skills.
• Ability to manage competing priorities in a fast-paced environment.

Responsibilities

• Investigate and resolve customer concerns related to digital products.
• Collaborate with technology teams for timely issue resolution.
• Document findings and ensure compliance with policies.

Skills

Troubleshooting

Analytical skills

Logical thinking

Communication skills

Education

Post-secondary degree in information technology or business

Tools

SQL

Service Now

JIRA

Dynatrace

Splunk

Job description

Requisition ID: 231637

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

As the Senior Application Support Analyst, you will have an opportunity to address digital products and service-related issues, contributing directly to maintaining trust and satisfaction across the Bank’s customer base. To join our team, the Senior Application Support Analyst must be customer-focused and detail-oriented, demonstrate initiative, have an eagerness to learn, be adaptable to a high-paced environment, and thrive on challenge.

Is this role right for you? In this role you will:

• Investigate and resolve escalated customer concerns related to the Bank’s digital products and services.
• Collaborate with support teams and cross-functional technology teams to ensure timely follow-up and issue resolution.
• Analyze application logs, system performance, and transactional data to identify root causes.
• Document findings, provide remediation, and escalate complex issues appropriately.
• Maintain and update incident tracking systems, ensuring accurate and transparent reporting.
• Ensure compliance with internal policies and meeting the regulatory SLA requirement.
• Identify trends and opportunities for process or system improvements to management team and product owners, based on recurring issues or customer feedback.

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you have:

• Post-secondary degree in a related field (information technology or business).
• 4-6 years of experience in application support or incident management, ideally within banking or financial services.
• Familiarity with retail and business banking products and services, or processes.
• Strong logical thinking in understanding end-to-end use cases and mapping them to system flows.
• Excellent troubleshooting and analytical skills with experience in client issue resolution.
• Good understanding of how technologies and processes impact the client experience.
• Working knowledge of ticketing systems (Service Now, JIRA), SQL, and monitoring tools (Dynatrace, Splunk).
• Exceptional written and verbal communication and interpersonal skills for cross-team collaboration and customer interaction.
• Ability to mange competing priorities and deliver results under fast-paced environment.
• Asset: Working experience in a branch or contact center environment.

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.

Location(s): Canada : Ontario : Toronto

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.