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Lead Technical Application Support Business Analyst (Retail Deposits &Investments)


Requisition ID: 36125

Join the Global Community of Scotiabankers to help customers become better off.



Reporting to the Senior Manager, the Lead Technical Application Support Business Analyst (Lead Technical BA) is responsible for the investigation, analysis and impact assessment of production issues found in the Investment Platform and assigned to the Retail Deposits and Investment Products team.


The Lead Technical BA will perform a liaison role and ongoing interaction between various units including, but not limited to, Canadian Banking operating units, systems development and testing departments, as well as product groups. The Lead Technical BA provides a key role in supporting the Investment Platform.


The Lead Technical BA is responsible for providing a high level of customer service to both internal and external stakeholders. Within a dynamic production support environment, you will be involved with many different groups when addressing highly time sensitive business and technical issues. Any delays with the resolution may have negative customer impact or regulatory implications. As such, you will be required to exercise diligent problem solving practices and effective escalation activities.


The Lead Technical BA will also be responsible for identifying and assisting in the development of queries to analyze customer and financial impact and lead to the resolution of reported problems with the objective of mitigating the associated operational, reputational, financial, and regulatory risks.


This role will require working hours outside of the traditional work week to support production issues and requires continual shifting of priorities.  This role requires rotational 24x7 on-call support.  When required, travel to other Scotiabank work locations.




• Analysis, triaging, including severity and priority assessment of production issues received via Service Now, including testing of fixes and implementation in production and recommending a course of action for resolution.

• Tracking issues to resolution, taking ownership as required.  Providing impact statement (considering customer, operational, financial, reputational, regulatory, etc) and summary relative to system and/or process/procedural issues.

• Maintaining and providing documentation related to defect submission, ballparks, queries, issues, impact assessments or questions to vendor or other internal applications or business lines.

• Product knowledge - develop an intimate knowledge of Investment Products, and systems applications interacting with the Investment Platform, in order to assess customer, operational, financial or regulatory impact.

• Applying business analysis skills towards documenting operational processes, creating knowledge base and standard work processes.

• Applying logical thinking in understanding end-to-end use cases, as well as mapping them to system flows.

• Proactively issue communication to all stakeholders for high priority incidents and day-to-day service disruptions.

• Will consistently identify opportunities to streamline existing activities associated with various activities within your area, and provide timely reporting/metrics.




• You have 3 - 5 years of progressive technical working experience in 24x7 Production or Operations Support environment.

• You have good working knowledge of creating SQL queries or basic UNIX shell scripts; plus the use of XML files

• Must have a strong working knowledge of financial products (e.g., Mutual Funds, Term and Income Products, Registered products such as Registered Disability Savings Plan - RDSP, Registered Education Savings Plan - RESP, Québec Education Savings Incentive - QESI, Tax Free Savings Account - TFSA, Registered Savings Plan - RSP), regulatory requirements, taxation & FundSERV standards.

• You have good communication (verbal/written), interpersonal & relationship management skills.

• You’re flexible to adapt to a dynamic environment, and able to make quick and sound decisions under pressure.

• You possess a strong technical background and passion of learning latest consumer technologies.

• You have strong qualitative/quantitative analytical skills and problem solving abilities.

• You have working knowledge of incident and problem management, and a solid understanding of software development methodologies, such as Waterfall and Agile processes.

• Working knowledge on the use of HP Quality Centre (QC) / ServiceNow / Atlassian’s Confluence team collaboration software, or other enterprise support platforms is an asset.




• Post-secondary education in IT, Computer Science or Business related disciplines.

• Canadian Securities Certificate and/or IFIC Mutual Funds Certificate will be an asset.


Location(s):  Canada : Ontario : Scarborough

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

Full time
Scarborough, 08, CA