End-user Computing Lead Engineer

Requisition ID: 220919

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

The Global Wealth Management Engineering team is currently looking for a End-User Computing Lead Engineer. The EUC Engineer will provide technical support to end users on various technical issues and problems relating to hardware and software. The candidate shall respond, document, and resolve service tickets in a timely manner and according to Service Level Agreements. They create new report templates and formats for new analysis. The selected candidate will interact with cross functional teams, understands support requirement, performs ad-hoc root cause analysis, develops checklists for typical problems and defines methods for issue resolution and prevention. Selected candidate should understand the service level requirements and strives for continuous service improvement by providing quality technical support to end users. They are able to identify interdependencies when analyzing problems and developing creative solutions. As such the candidate should display sound judgement when making decisions and demonstrates initiative when situation calls for action.

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

• Provide exceptional customer service and support to internal clients regarding EUC-related concerns. Act as a point of contact, responding promptly to inquiries and ensuring high levels of user satisfaction.
• Requests assistance, according to escalation procedures, keeping records of each request, contact information and action taken, including feedback to user.
• Troubleshoot technical issues related to end-user computing, encompassing both hardware and software components.

• Ability to identify problems and proactively suggest ways to improve processes as applicable
• Prepare, propose, implement and track projects, policies, procedures and standards relating to End User Technology Management, IT security and infrastructure.

• Research alternates to existing software, hardware and procedures.
• Works closely with stakeholders in a cross-functional groupings to ensure integration, project execution and successful implementation and support with minimal disruption to user operation

• Review trend of support cases related to endpoint, deployment and areas to identify any areas of concern, propose and implement improvement measures
• Identify interdependencies when analysing problems to develop feasible innovative solutions in compliance with security.

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

• A Bachelor's degree in Information Technology, Computer Science, or a related field.
• At least 5 years or more experience in Desktop EUC environment using leading methodologies & processes.
• Successful track record in project and user management and as a project lead for small to mid-scale projects.
• Experience in MS Windows environment & application support.
• Strong leadership and analytical skills and ability to work independently.
• Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.
• Effective written and verbal communication skills
• Knowledge in Windows 11, Microsoft Active Directory, O365, Networking, Security and storage.
• Certification in ITIL, MCSA for Windows 11 is preferred

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.
• Dynamic Ecosystem - Free tea & coffee, universal washrooms, and lots of space for team collaboration.
• Community Engagement - No matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Working location condition: Hybrid

#LI-Hybrid

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.