Senior Associate

hace 1 semana

Bogotá, Bogotá D.E., Colombia Scotiabank A tiempo completo
Job Title: Senior Associate - Technology Operational Excellence

We are seeking a highly skilled and experienced Senior Associate to join our Technology Operational Excellence team. As a key member of our team, you will be responsible for standardizing and improving processes across our Global Service Desk teams.

Key Responsibilities:

  1. Perform analysis of Global Service Desk teams' operations and identify areas for improvement and standardization.
  2. Act as a business champion and work with project teams to facilitate project support onboarding for the Service Desk teams.
  3. Design and implement process standardization or improvement across all teams.
  4. Use data analytics tools such as Power-BI, Excel, and Service Now to analyze metrics, build dashboards, and track team performance.
  5. Develop project plans and create timelines to meet goals and deliverables.
  6. Manage multiple initiatives simultaneously.
  7. Conduct market research, propose, design, and implement solutions aligned with industry best practices to modernize the Service Desk experience.
  8. Create training materials, videos, and use cases for steady-state support to Global Support Teams.
  9. Exhibit sound knowledge of BNS systems, workstations, hardware, and software.
  10. Engage with Business, Technology, and Service Desk teams to enable continuous improvement and bridge the gap in communication.
  11. Act as the voice of the customer and advocate for continuous employee experience enhancement.
  12. Complete in-depth data analysis on ServiceNow reports leveraging Office 365 (Excel and Power BI) suite for increased automation and efficiency.
  13. Document processes and support flows as needed.

Requirements:

  1. Bilingual - English and Spanish.
  2. Degree in Computer Science (related field) or 5+ years of experience in Information Technology.
  3. 5 years of experience working in high-volume, complex, demanding customer-oriented IT environments.
  4. Data analytics using Excel (must) and Power BI (nice to have).
  5. Demonstrated analytical, data-driven problem-solving skills.
  6. Good presentation skills.
  7. Demonstrated ability to prioritize and manage multiple tasks and projects.
  8. Proven IT experience with deep expertise in both strategy and business needs of banking and technology.
  9. Demonstrates strong leadership, relationship-building, collaboration, and people management skills.
  10. Excellent oral and written communication proficiency, presentation skills, and strong planning ability and management orientation.
  11. 5-7 years of customer service experience.
  12. 5-7 years of understanding BNS standards and methodology.
  13. Service Now ITSM experience (nice to have).

Location(s): Colombia - Bogota - Bogota

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

At ScotiaTech, 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 ScotiaTech; however, only those candidates who are selected for an interview will be contacted.

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