Support Engineer Specialist

Responsibilities

• Provide first-level technical support for Risk and Finance production systems to end users.
• Respond to incoming calls and emails, evaluating issues to determine if they can be resolved locally or require escalation to 2nd level support.
• Manage and maintain the lifecycle of support tickets using Service Now, ensuring proper logging and prioritization.
• Conduct research and analysis to document operational processes and assist in problem resolution.
• Notify users regarding system outages or disruptions and maintain communication regarding system availability.
• Participate in critical quarter-end and month-end support activities.
• Provide regular reporting and analysis on ticket volumes, turnaround times, and incident closure rates.

Requirements

• Undergraduate degree in Business, Economics, Mathematics, Computer Science, or a related discipline.
• Proven background in Finance.
• 3-5 years of experience in a customer-facing technical support environment.
• Basic knowledge of accounting, risk, financial instruments, and back-office processes.
• Proficiency in MS Office, specifically MS Excel and MS Access.
• Ability to use SQL to create and run simple queries.
• Strong ability to communicate technical concepts to non-technical users.
• Ability to work in a fast-paced environment and prioritize multiple tasks under pressure.

Preferred Qualifications

• Experience with Service Now or PeopleSoft (GL, AP).
• Familiarity with Hyperion Planning System, OBI, SmartView, or Oracle DRM.
• Knowledge of Oracle Travel & Expense or SmartStream.

About the Company

ScotiaTech is Scotiabank's innovative technology hub located in Bogota, Colombia. As a business unit within ScotiaGBS, ScotiaTech supports various technology systems and processes for the Bank, offering an inclusive, positive work environment and a culture committed to creativity and innovation.