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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.

Key Accountabilities

• 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.

Experience & Qualifications

• 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: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.