Title:  Senior Business Systems Expert (Senior BSA)

Requisition ID: 242563

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

As Senior Business Systems Analyst of the Contact Contact Platform (CPP) Intake Team, you will be responsible for the following activities:

Is this role right for you? In this role you will:

• Act as a liaison between business and technology on any new application or project scope
• Participate/lead discoveries around impact, that planned changes have, on the Contact Center platform, working with both the technology and business teams
• Identifies key players and stakeholders
• Communicates with outside teams that have a role to play in projects and gets the right parties involved
• Attends and leads scrums/huddles tracking and reporting critical data
• Supporting the release management process including OR and security Scans
• Owning/managing training and low level design documentation as  part of new projects/implementation
• Roll out spotlight sessions to the team, communicating any new application scope
• Work closely with project/application leads to identify and address roadblocks and delays
• Escalate impactful development items causing delays
• Manage lower and production environment certificate renewals/updates
• Work with release management to secure approval for key release dates
• Ensuring all APM, MI Playbooks etc… are up to date
• Follow-up on KTLO, vulnerability and SWC projects, keeping stakeholders up to date and ensuring action items are completed

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 7+ years of experience of proven experience as a Business Systems Analyst, ideally with a focus on cloud based customer relationship management (CRM) systems
• Some project management skills
• Strong knowledge of business teams and processes specific to call centre environments
• Strong customer service skills
• Understanding of cloud technology, specifically could based platforms and CRM
• Fundamental understanding of application infrastructure and coding
• Understanding of Service Now Ticketing, JIRA, Confluence
• Time management and prioritization skills
• Ability to work with large teams and present data
• Understanding banking industry and products
• Understanding of call centre metrics (KPIs/SLAs)
• Experience working in the call centre environment is a big plus

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.  
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance. 
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Dynamic Ecosystem - Free tea & coffee, universal washrooms, and lots of space for team collaboration.
• Community Engagement - No matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs.

Location(s):  Canada : Ontario : Toronto || Canada : Ontario : Scarborough 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

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.