Requisition ID: 206169

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Purpose
The Business Analyst Specialist (BAS) is responsible for performing Incident Management on incidents impacting Exception and Cheque Processing. This includes gathering the needed resources to resolve issues quickly and safely, along with communicating issues to management in a business-friendly format.


The BAS is responsible for assisting management, peers, and business partners to continuously help improve stability and reliability of our technology stacks and related end to end processes. This includes assisting with data collection, incident trend analysis, and administrative duties performed on behalf of the Senior Manager.


The BAS will perform Root Cause analysis once issues are complete, bringing to light why the issue occurred and how to prevent it going forward, ensuring our businesses remains stable and functional. The incumbent will also perform day-to-day support desk duties in the form of a ticket management system (Service Now), including triage support, queue management and troubleshooting. The incumbent is required to have excellent English communication skills, written and verbal to effectively perform all aspects of the job.


The Business Analyst Specialist may also be responsible to undertake all manager duties when Senior Manager is unavailable, including approval of time off requests, schedule maintenance and second line escalation support to the team.


Some additional responsibilities of the BAS will include:

• Drive and promote new processes, and support implementation of changes to systems, technology, and operations, with the flexibility to align to the unique requirements of the projects or change.

Accountabilities

• Provides after hours support on a rotational basis to investigate and resolve complex incidents impacting the Exception and Cheque Processing supported environment. Ensures management is kept informed and that problems are escalated appropriately.

• Manages incidents in a timely and effective manner to ensure a timely resolution; documents all new information within tickets; perform closure of logs; including following up with all affected departments and their associated users to ensure that problems are solved, and the level of service did meet their expectation. Ensures customers are fully satisfied with the service and support received, utilizing surveys as a measurable instrument.
• Prepares clear and concise stakeholder incident communication that is appropriate for both IT and business leadership.
• Follows up on all assigned Root Cause investigations to ensure business is up to date/informed of why the issue occurred and make recommendations as a team how to remediate/prevent going forward.
• Analyze and document any gaps/recommendations made to address root cause on every incident worked, with goals to reduce repeat offender issues.
• Monitor issues and inquiries raised through Service Now platform. Ensuring all tickets are actioned/routed accordingly within set SLAs to resolve issues as quickly as possible. Tasks include triage/troubleshooting supported applications and level 2/3 escalations.
• Assist teammates with all Service Now ticket inquiries, including assisting with routing investigations or follow-up confirmations of support scopes from partner groups within IT&S.

• Responsible for working on self-managed Incident Management enhancement projects within the Exception and Cheque Processing team, with a goal of continuous process and service improvement.
• Perform health check or production verification on System Changes and application Disaster Business Resumption (DBR) activities as required.
• Perform Management back-up duties as required including time off requests approvals, schedule maintenance and second line escalation support to the team.
• 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, audit and other regulatory controls.
• Champions a high-performance environment and contributes to an inclusive work environment.

Reporting Relationships

Dimensions

• All Countries supported by Global Enterprise Technology.
• The incumbent indirectly supports 300+ applications within P2/P1/MI issues affecting the Global Employee Technology (GET) stacks, including assisting in the escalation of technologies outside of GET.
• The incumbent is required to interact with internal clients of all levels on a daily basis and must be prepared to work non-standard hours.

Education / Experience / Other Information

• 3-5 years technical work experience – familiarity with Service Now, Incident Management Practices operating systems, basic IT knowledge and Pega environments
• Proven ability to work in high stress environments, with multiple work streams requiring attention within short periods of time.
• Excellent organizational skills and the ability to manage changing priorities.
• Thorough knowledge of Bank processes
• Thorough knowledge of Bank’s major/key business units
• Excellent verbal and written English communication skills are essential.
• Ability to communicate incident status quickly and clearly via email in business-friendly language.
• Excels in working not only within a team environment, but also excels in self-driven work.
• Working knowledge in Canadian Contact Centre or Retail Business Banking Operations technology is an asset.
• Strong critical thinking skills
• Sound judgement to evaluate and analyze information, and effectively resolve incidents.

#LI-Hybrid

Location(s): Colombia : Bogota : Bogota

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

At Scotia Tech, 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 Scotia Tech; 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.