Senior Associate - Technology Operational Excellence

ID de la solicitud: 252740

Únase a un equipo ganador con un propósito claro,  comprometido con el logro de resultados en una cultura inclusiva y de alto desempeño.

Purpose

Senior Associate, TechOps Strategy and Analytics, Employee Technology Solutions and Support, Employee Digital Experience, supports the successful onboarding and integration of large-scale projects and initiatives that impact global Service Desk and Field Support teams across Scotiabank. This role ensures operational stability by facilitating communication between project stakeholders, support teams and support leadership and by proactively identifying and resolving issues that may impact support operations.

Another key focus of this role is driving globalization and standardization efforts across Service Desk operations. The Senior Associate will work closely with regional and global support teams to align processes, tools, and service models. This will include conducting deep-dive operational discovery, analyzing current-state practices, and contributing to the design of consistent, scalable support models across the global team. The role also involves preparing executive-level content to communicate findings, recommendations, and progress toward global alignment.

Accountabilities:

•    Stakeholder Management: Partner with project teams to assess and mitigate impacts on global support operations.  Act as a liaison between project stakeholders and support teams to ensure timely and accurate information sharing.
•    Performance Monitoring & Reporting: Utilize tools such as Power BI, Excel, ServiceNow, and Cisco UCCX to analyze performance metrics, build dashboards, and track team KPIs and SLAs.
•    Data Analytics: Create reports to monitor project-related and operational issues affecting support teams, escalate appropriately, and drive resolution.
•    Process Improvement: Support initiatives aimed at aligning operational processes across new and existing Service Desks.
•    Requirement Gathering: Conduct deep-dive operational discovery and analysis to identify gaps, opportunities and requirements for stakeholders.
•    Operating Model Design: Contribute to the design of standardized support models and process frameworks.
•    Content Creation:  Support creation executive-level content and presentations to communicate findings and recommendations.
•    Governance and Risk Management: Promote Scotiabank’s Values and Code of Conduct in daily operations.  Support compliance with ITIL/ITSM frameworks, internal controls, and regulatory requirements.  Contribute to a risk-aware culture by aligning activities with the Bank’s risk appetite and maintaining effective business controls.

Education / Experience 

Required:

•    Bilingualism (English/Spanish)

•    Graduate in Computer Science (related field) or 3+ years of experience in Information Technology
•    3+ years of experience working in a high volume, complex, demanding customer-oriented IT environment
•    Demonstrated analytical, data driven problem solving skills
•    Proficient in working with MS Office and collaboration tools like Excel, PowerPoint, Word, Teams, Planner, Sharepoint etc..
•    Strong written and verbal communication skills, with experience leading client presentations and maintaining ongoing communication.
•    Demonstrated ability to prioritize managing multiple tasks and projects
•    Proven IT experience with deep expertise in both the strategy and business needs of banking as well as technology
•    Demonstrate strong leadership potential, relationship building, collaboration and people management skills 
•    Excellent oral and written communication proficiency, presentation skills and strong planning ability and management orientation
•    3+ years of customer service.
•    Strong knowledge of the ITIL framework and working with enterprise ITSM platforms like Service Now

Preferred

•    ITIL, or equivalent certifications.
•    Experience in global or multi-regional support environments.

Ubicación(s):  Colombia : Bogota : Bogota

Scotiabank es un banco líder en las Américas. Inspirándonos en nuestro propósito corporativo, “por nuestro futuro”, ayudamos a nuestros clientes, sus familias y sus comunidades a lograr el éxito a través de una completa gama de asesoría, productos y servicios en los sectores de banca personal y comercial, gestión patrimonial, banca privada, corporativa y de inversión, y mercados de capital.

En Scotiabank, valoramos las habilidades y experiencias únicas que cada persona aporta al Banco y nos hemos comprometido a crear y mantener un entorno inclusivo y accesible para todos. Si necesitas algún tipo de adaptación (como, por ejemplo, un lugar accesible para la entrevista, documentos en formato alternativo, un intérprete en lengua de señas o tecnología de asistencia, entre otras cosas) durante el proceso de reclutamiento y selección, indícalo a nuestro equipo de Reclutamiento. Si necesitas apoyo técnico, haz clic aquí. Los candidatos deben postularse directamente en línea si desean ser tomados en cuenta para este puesto. Agradecemos a todos los candidatos por su interés en esta oportunidad profesional en Scotiabank, pero solo nos comunicaremos con aquellos que hayan sidoseleccionados para una entrevista.