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Title:  Senior Business Analyst (Digital Channel Mid-Tier Ops Support; Incident/Problem Management)


Requisition ID: 5794

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



Reporting to the Senior Manager Business Analysis, the Senior Business Analyst (Senior BA) is responsible for the maintenance and control of bank's digital channel operations, from day to day incident/problem management to assigned digital channel projects.  The Senior BA will perform a liaison role and ongoing interaction between various units including, but not limited to, Canadian Banking and International Banking operating units, systems development and testing departments, as well as product groups. The Senior BA provides a key role in supporting the digital channels of the bank.


The Senior BA is responsible for providing a high level of customer service to both internal and external stakeholders. Within a dynamic production support environment, you will be involved with many different groups when addressing highly time sensitive business and technical issues, and delays in effecting resolution, however minimal, can have a serious affect to our business and may have negative customer impact. As a result, you will be required to exercise diligent problem solving practices and effective escalation activities.


The Senior BA will also be responsible for identifying and assisting in the development of processes designed to report, analyze and lead to the resolution of reported problems with the objective of mitigating the associated operational, reputational, financial, and regulatory risks.


The Senior BA will consistently identify opportunities to streamline existing activities associated with various activities within your area, and provide timely reporting/metrics.


Also, this role will require working hours outside of the traditional work week and requires continual shifting of priorities.  Will also need to provide 24x7 on-call support.  When required, travel to other Scotiabank work sites.



- Primarily provide resolution or coordinate with development units to resolve all incoming Digital Channels and iTRADE incidents and inquires, in support of Customer Contact Center, iTRADE Contact Center, Retail Branches, Non Branch Centralized Accounting Unit (CAU) and International Banking Service Center.

- Support and coordinate Digital Marketing Campaigns’ process from creation to load testing to production.

- Applying business analysis skills towards documenting operational processes, creating knowledge base and standard of work.

- Applying logical thinking in understanding end-to-end use cases, as well as mapping them to system flows.

- Maintain and control assigned implemented Canadian Banking and International Banking systems, processes and procedures by maintaining an expert knowledge of various online and mobile products/services offering.

- Determining the severity and priority of problems reported; customer impact and recommending a course of action for resolution.  Tracking issues to resolution, taking ownership as required.  Assessing and tracking incident impact (considering customer, operational, financial, reputational, regulatory, etc…), relative to system and/or process/procedural issues.  Analyzing and reporting on incident data periodically.

- Proactively issue communication to all stakeholders for high priority incidents and day-to-day service disruptions.

- Contribute to the development and implementation of new or revised systems and procedures.



• Must have a good understanding of enterprise web and/or mobile application infrastructure (e.g., middleware; web user interface (UI); service-tier; back-end).

• Must have around 5 years of progressive working experience as a Business Analyst and/or in a role within IT Operations or Production Support.

• Must have good communication (verbal/written), interpersonal & relationship skills.

• Must be flexible to adapt to a dynamic environment, and make quick and sound decisions under pressure.

• Advanced working knowledge on the use of MS Excel is preferred, especially in creating or maintaining macros.

• Possess a strong technical background and passion of learning latest consumer technologies.

• Possess strong qualitative/quantitative analytical skills and problem solving abilities.

• Knowledge of retail banking products & services is a strong asset.

• Working knowledge of incident and problem management with an understanding of ITIL service delivery methodology is an asset.

• Working knowledge of HP Quality Centre (QC)/ServiceNow product/Atlassian’s Confluence team collaboration software, or other enterprise support platforms is an asset.

• Basic knowledge on the use of SQL queries is desired.

• Sound knowledge of financial products (e.g. debit card types, banking accounts revolving credit accounts), financial transaction flows and settlement/reconciliation processes is desired.



• Post-secondary education in IT, Computer Science or Business related disciplines.

• ITIL certification is an asset.

• Business Analysis Body of Knowledge (BABOK) is an asset.


Location(s):  Canada : Ontario : Scarborough

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

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