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Title:  Business Solutions Expert (IT Service Quality & BI Data Analytics)




Requisition ID: 91024


Join the Global Community of Scotiabankers to help customers become better off.


The team:

You will be part of the Service Quality & Data Analytics team. Global Technology Services provides technology / infrastructure solutions globally to all bank business applications.  Measuring Service Quality helps drive reliable and stable delivery of business applications to our customers.  Our mandate is to gather data, analyse and provide insights, and report on Service Quality to execution teams including board representatives, and external regulators.


The role:

Reporting to the Director, Service Quality & Data Analytics, the Business Solutions Expert (BSE) will be the senior contributors to the overall success of the Global Technology Services (GTS) by ensuring goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.  The BSE conducts all activities in compliance with governing regulations, internal policies and procedures.


The role will drive a data driven focus on IT service quality across GTS and the enterprise.  You will review data to provide insights into potential areas of risk for review and investment.  You will facilitate this capability by other areas through the development and publication of effective dashboards that measure IT Service performance.  A key deliverable will be required board and regulatory reporting on IT Service performance.


Is this role right for you?

  • You can find the pattern in the chaos to recommend areas of continued study for risk mitigation that will improve IT Service delivery.
  • You will act as a business process transformation subject matter expert where there is a dependence on data gathering and consolidation from multiple business lines to understand IT Service Performance and key areas of risk to system stability and resiliency.
  • You will innovate to streamline and automate the processes within Service Quality & Data Analytics with an eye to the dimensions of data quality including timeliness, completeness, and consistency.
  • You enjoy interfacing & managing stakeholders and data contributors across multiple business unit and regional reporting processes while providing ongoing support and guidance to global process stakeholders and support teams.
  • Paying strong attention to detail is your forte in providing quality daily, weekly, monthly, and quarterly reporting for various risk departments within the bank, and lines of businesses.
  • You enjoy the “written word” and have a strong ability to frame documents for your audience.


Do you have the skills that will enable you to succeed in this role?

  • You can demonstrate you are well-versed in business analysis, and technical areas of development as it relates to data analytics.
  • You have at least 5+ years of hands-on working experience in providing insights into data within an ITIL framework.
  • You have at least 8+ years of progressive hands-on working experience as a Business / System Analysis with a demonstrated focus on process design in an enterprise sized IT operational environment.
  • You bring at least 5+ years of working experience in IT Service Management (ITSM); spanning Service Requests, Incidents, Problems, Changes, Releases and the Configuration Management Databases (CMDB).
  • You have 5+ years developing technical data solutions (interfaces, Data connections, ETL, data visualization such as Power BI) using the following tools: MS Excel Macros, SQL, SSIS, C#, scripting languages.
  • You have at least 3+ years of working experience in writing for an executive level (VP audience & can demonstrate the ability to synthesize quantitative & qualitative information and content for this audience. The same in Spanish is an asset.
  • You have proven interpersonal and negotiation skills that allow you to build consensus and obtain co-operation from both support teams and senior management.
  • You have completed a post-secondary education. You are also ITIL Foundations certified (versions 3 and/or 4).


What's in it for you?

  • You will be part of the team transforming the way we do and measure IT services to build reliable and resilient systems for our customers.  Your role in data analytics will provide leadership opportunities for you to demonstrate your data focus to identifying insights into areas of improvement.
  • We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
  • You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world.
  • We foster an environment of innovation and continuous learning.
  • We care about our people, allowing them to design how they work to deliver amazing results.
  • We offer a competitive total rewards package, including a performance bonus, company matching programs (pension & Employee Share Ownership), generous vacation; health/medical/wellness benefits; employee banking privileges.
  • While we are working remote at this point,
  • Our office in Scarborough is freshly renovated with a design focus on enabling collaboration through both environment and technology.  Onsite cafeteria, Tim Horton’s, plus complimentary hot beverage stations in the workplace.
  • Minutes by TTC bus from Warden subway station on Line 2.  Free employee shuttle service connecting the IT campus with nearby GO stations.  2022 opening of the Eglinton Crosstown Light Rail Transit with a stop near our campus location.
  • Minutes from the 401 & DVP. Free onsite & offsite employee parking with charging stations for electric vehicles onsite


Location(s):  Canada : Ontario : Scarborough 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.


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.

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