Application Support Specialist

Location Address: Downtown Toronto

Hybrid: 3 days in office

Anchor days: Flexible

Contract Duration: 04/07/2026 to 10/31/2026

Possibility of extension: Yes, based on performance and business needs

Conversion to FTE: Yes, based on performance and business needs

Number of Positions: 1

Schedule Hours: 9am-5pm Monday-Friday; standard 37.5 hrs/week with possible OT at times - Candidates Need to be OK to work on call on a rotation basis

Role: Mix of an Application Support Analyst / BSA

Typical Day in Role

The incumbent is responsible for the maintenance, support and change control of Bank's technology supporting digital channel operations. She/he will part of a team of that will be responsible for incident/problem management of Scotia Online brokerage, Mobile brokerage and related production change activities. The incumbent will perform a liaison role and ongoing interaction between various units including, but not limited to:

• Canadian Banking;
• Scotia Digital
• Technology partners;
• Customer facing staff:
• QA departments
• Vendors
• Product groups
• Business lines

This position will be focused on leadership, building knowledge base, managing various vendor relationships and the customer impact associated with scheduled and unscheduled production events. Please be aware that on a rotation basis, there will be responsibilities outside of traditional working hours and compensation will be provided.

• Create an environment in which your team pursues effective and efficient operations of their respective areas while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to risk and compliance
• Willingness to work outside of the traditional work week and requires continual shifting of priorities. The role requires attention after hours and on call support
• Assist in the development of processes designed to report, analyze and resolve problems with the objective of mitigating the associated operational, reputational, financial, and regulatory risks.
• Demonstrate leadership abilities and collaborate effectively with various technology and product partners.
• Be curious as the skill set and product knowledge will be ever evolving
• Must be flexible to adapt to a dynamic environment, balance simultaneous priorities and make quick and sound decisions under pressure

Skill that will enable you to succeed:

• Excellent knowledge of application support - incident and problem management with understanding of service delivery methodologies
• Knowledge of performance and capacity management tools such as Dynatrace and Splunk is highly valued to drive alerting, tracing and monitoring
• A sound understanding of retail brokerage customer experience user journeys and connect the technical implications.
• Strong business analysis skills towards documenting operational processes, creating knowledge base and standardization of work
• Strong logical thinking in understanding end to end use cases, as well as mapping them to system flows
• Has experience leading in agile methodologies with cross functional teams
• Curious and experimental mindset to drive innovation amidst uncertainty
• Effective communication and diplomacy skills are required to liaise between groups of varying technical expertise and interests.
• Strong ability to understand and translate a technology issue and the impact to customers
• Maintain and control assigned implemented Canadian Banking and wealth systems, processes, and procedures by maintaining an expert knowledge of various online brokerage and mobile products/services offering.
• Post-secondary degree in a related field (technical or business)
• Working knowledge of Service Now, JIRA and Confluence or other enterprise support platforms
• Working knowledge of relational databases and SQL including writing queries involving joins
• A good understanding of the Bank’s Wealth Management and/ or online brokerage business lines
• Experience working on call 24/7 including weekends
• Experience driving incident resolution through bridge calls; leading root cause analysis with technology partners

Must Have Skills

• 8 years experience working in a related IT field and/or supporting business
• 2 years supporting wealth management / investment use cases within a Canadian financial institution
• 2 years experience in performing SQL queries / reports or Database administration
• 2 years utilizing performance and capacity management tools such as Dynatrace, Splunk, CA Introscope & Datadog, Gomez or New Relic
• 2 years experience with enterprise collaboration tools: JIRA, Confluence, Sharepoint, Service Now.
• 2 years in an application support capacity. This will include incident and problem management.
• Some familiarity with Dynatrace
• Experience or strong personal interest in wealth management, personal finance, investing, capital marketing.

Nice to haves

• Experience within a major Canadian financial institution.
• Experience in order routing vendors such as Broadridge , Fidessa FIX gateway or IRESS

NOTE: Candidates Need to be OK to work on call on a rotation basis – on weekends/evenings as well

Best Vs average: Ideal candidate has a curious mindset who asks probing questions, helps in growth when doing incident management, has a strong customer focus with understanding of how work impacts the customer; strong in incident management, supporting wealth management user journeys; ability to communicate the customer impact concisely and tie back to system problem and vice versa (e.g. trying to understand why system broken as am impact of a broken customer journey)

Selection process

1 round – with HM – 1 hour – MS Teams Video Interview – video on required – behavioral – business and technical questions

Potential 2nd round in-person interview if needed.