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Title:  Process Manager, IT Service Management




 Requisition ID: 197603  

We are committed to investing in our employees and helping you continue your career at ScotiaTech.



The Team

Global Technology Enterprise Platforms (GTEP) is a key technology division of Scotiabank, providing critical infrastructure solutions and support to the bank globally and employing approximately 2,000 full-time employees and contractors, across 15 countries.


The IT Service Management (ITSM) department is the centre of excellence responsible for the Process, Governance, and operations of key ITSM practices globally.


The Role

You will be an integral part of our ITSM Process team, leading the gathering and documentation of requirements for process initiatives, reporting, governance, process/product management, and championing our Change & Release Management capabilities to allow for effective management and governance of the Bank’s controls. 


This is an exciting opportunity for a motivated individual to help transform our ITSM practice, by driving the adoption of Change & Release Management best practices through governance, standards, policies, and education that will drive insights, empower automation, and protect our regulatory posture. You’ll also champion and help execute the product roadmap for the related application modules across Service Management tooling.


As a member of the IT Service Management team, the Process Analyst will participate in the gathering and documentation of requirements for data analysis and reporting when it comes to Change & Release ITSM metrics and assist with standardization across the organization.



  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Influence and build relationships across cross-functional teams.
  • Problem-solving to design solutions for business problems within your domain.
  • Work with distributed teams to influence strategy, tactics, and execution of Change and Release Management.
  • Leverage a strong understanding of enterprise IT infrastructure and applications and related management of risk related to change, software delivery, and ensuring velocity.
  • Partner cross-organizationally and drive improvement.
  • Provide strategic insights & practical recommendations.
  • Problem-solving to design solutions for business problems within your domain.
  • Manage deliverables independently and with a high degree of efficiency.
  • Relevant industry certification in Business Intelligence, and/or Data Management and Analytics preferred
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
  • Champions a high-performance environment and contributes to an inclusive work environment.


Education / Experience / Other Information

  • Must to have:
    • You possess strong communication (verbal/written) skills to convey technical information to both technical and non-technical audiences.
    • You have at least 2 years of professional working experience in IT service delivery.
      • Financial services and, specifically, banking experience is highly desired.
    • You’ve got previous and/or current expertise in operating Change/Release Management in a large organization.
    • B2 Level of English
  • Soft sklills:
    • You’re self-motivated, independent, and a strategic thinker.
    • You have analytical, conceptual thinking, and problem-solving capabilities.
    • You can adapt to working in a fast-paced, collaborative team environment.
    • You have experience working in a technical operations/development environment
    • You must have attention to detail and a commitment to delivering high-quality results
  • Nice to have:
    • You have applied knowledge of ITSM disciplines and frameworks, specifically ITIL (highly desirable)
    • Experience with ServiceNow’s Change/Release Management functionality


Working Conditions

  • Work in a standard office-based environment; non-standard hours are a common occurrence


Location(s): Bogotá or Home-Office

ScotiaTech is a business unit within ScotiaGBS, a Scotiabank Group company located in Bogota, Colombia. The ScotiaTech hub was created to support different technology systems and processes of the Bank. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaTech, we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaTech; however, only those candidates who are selected for an interview will be contacted.


Note: All postings in me@Scotiabank will remain live for a minimum of 5 days.

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