Senior Associate - Technology Operational Excellence

Colombia Job Openings

Scotiabank

Bogota

FULL TIME

October 11, 2024

We are committed to investing in our employees and helping you continue your career at Scotia Tech.

Purpose
Senior Associate to standardize and determine best practices for Global Service Desk teams. To look at teams’ operations and drive improvements and efficiency. This can be process driven, optimization of job roles, reduction in workload, automation of manual tasks or cost reduction. To maintain Service Desk performance by working with other project teams to onboard support of new applications and manage rollouts/migrations.
Accountabilities

Performing analysis of Global Service Desk Teams operations and outline areas which require improvement/standardization.
Act as business champion/SME and work with Project Teams to facilitate project support onboarding for the Service Desk Teams.
Design and implement process standardization or improvement across all teams.
Use of Power-BI, Excel, Service Now, Cisco UCCX, along with other tools, to analyze metrics, build dashboards and track team performance.
Developing project plans and creating timelines to meet goals/deliverables.
Manage multiple initiatives simultaneously.
Conduct market research, propose, design and implement solutions aligned with industry best practices to modernize Service Desk experience equipped with automation.
Create training material, videos and use cases for steady state support to Global Support Teams.
Exhibit sound knowledge of BNS systems, workstation, hardware, and software.
Engage with Business/Technology and Service Desk Teams to enable continuous improvement, bridge the gap and consistent flow of communication amongst the teams.
Act as the voice of the customer and advocate continuous employee experience enhancement.
Complete in-depth data analysis on Service Now reports leveraging Office 365 (Excel and Power BI) suite for increased automation and efficiency.
Document process and support flows as needed (including scope definition, process mapping, support flow escalation matrix, RACI, UAT testing, Communication, etc.)

Education / Experience

Bilingual – English and Spanish
Degree in Computer Science (related field) (Nice to Have) or 5 plus years of experience in Information Technology
5 years of experience working in high volume, complex, demanding customer-oriented IT environment (support, tech support)
Data analytics utilizing excel (must), power BI (Nice to Have)
Demonstrated analytical, data driven problem solving skills
Good presentation skills
Demonstrated ability to prioritize manage multiple tasks and projects
Proven IT experience with deep expertise in both the strategy and business needs of banking (NTH) as well as technology
Demonstrates strong leadership, relationship building, collaboration and people management skills
Excellent oral and written communication proficiency, presentation skills and strong planning ability and management orientation
5-7 years of customer service.
5-7 years of understanding BNS standards and methodology
Service Now ITSM experience (Nice to have)

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.

We regret to inform you that this job opportunity is no longer available as it has expired

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