Technical Lead

hace 3 días

Bogotá, Bogotá D.E., Colombia Scotiabank A tiempo completo

About ScotiaTech

Scotiabank is a leading financial institution with a presence in multiple countries. Our technology team, ScotiaTech, plays a crucial role in delivering innovative solutions to support our business operations.

We are seeking a skilled Technical Lead to join our team in Bogota, Colombia.

Job Summary

The successful candidate will be responsible for driving improvements and efficiency across our Global Service Desk teams. This includes analyzing operations, designing process standardization, and implementing changes to enhance performance.

Main Responsibilities

  • Analyze Global Service Desk Teams' operations and identify areas for improvement and standardization.
  • Act as a 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 various tools, including Power-BI, Excel, Service Now, Cisco UCCX, to analyze metrics, build dashboards, and track team performance.
  • Develop project plans and create timelines to meet goals/deliverables.
  • Manage multiple initiatives simultaneously.
  • Conduct market research, propose, design, and implement solutions aligned with industry best practices to modernize the 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, workstations, 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 ServiceNow 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.)

Requirements

  • 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).

Compensation Package

Estimated annual salary: $60,000-$80,000 based on location and experience.

Benefits

Competitive benefits package including health insurance, retirement plan, and paid time off.

Location

Bogota, Colombia.

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