Branch Support Specialist

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The Branch Support Specialist coordinates and supports Canadian branch technology operations, including break/fix, provisioning, deployments, activities, refresh programs, and branch projects. The role works closely with business partners, technicians, suppliers, and engineering/CIO teams to ensure technology services are delivered efficiently, accurately, and with minimal impact to frontline operations.

• Coordinate and support branch technology activities including provisioning, installations, moves, adds, changes, disposals (IMACD), break/fix requests, hardware refreshes, and branch modernization initiatives.
• Act as a central point of contact for branch technology requests, ensuring timely intake, triage, assignment, communication, and resolution of issues.
• Partner with field technicians, engineering teams, vendors, and business stakeholders to coordinate the successful delivery of branch technology services and projects.
• Monitor and manage technology incidents, service requests, and project activities to ensure adherence to service levels and delivery commitments.
• Provide operational support for branch openings, relocations, renovations, closures, and technology refresh programs.
• Coordinate hardware procurement, logistics, deployment scheduling, asset management, and technology readiness activities.
• Support issue escalation, troubleshooting, and problem resolution activities to minimize disruption to frontline banking operations.
• Maintain accurate records, documentation, and status reporting within ServiceNow and other operational systems.
• Identify opportunities to improve processes, enhance customer experience, and increase operational efficiency.
• Foster strong relationships with branch leaders and business partners through proactive communication and service excellence.

• 5 to 7+ years of experience supporting end-user technology, branch operations, service delivery, project coordination, or technology support functions.
• Experience coordinating technology deployments, workstation provisioning, hardware refreshes, or infrastructure-related projects.
• Experience working in an IT service management environment utilizing ticketing platforms such as ServiceNow.
• Strong understanding of end-user technologies including desktops, laptops, printers, scanners, pinpads, cash recycling units, networking, and workplace technology solutions.
• Experience coordinating multiple stakeholders, vendors, and field support resources in a fast-paced operational environment.
• Demonstrated ability to manage competing priorities while maintaining high levels of accuracy and customer service.
• Excellent written and verbal communication skills with the ability to interact effectively with technical and non-technical audiences.
• Strong analytical, organizational, and problem-solving skills.
• Post-secondary education in Information Technology, Computer Science, Business, or a related field is preferred, or equivalent work experience.
• Knowledge of retail banking branch operations and branch technology environments.
• Familiarity with hardware lifecycle management, asset management, and deployment processes.
• Ability to work independently while collaborating effectively across cross-functional teams.
• Passion for customer service and a commitment to delivering "first-time-right" outcomes.

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: