Senior Associate

hace 6 días

Bogotá, Bogotá D.E., Colombia Scotiabank A tiempo completo
Job Title: Senior Associate

We are seeking a highly skilled and experienced Senior Associate to join our team at ScotiaTech. As a Senior Associate, you will play a key role in standardizing and improving the operations of our Global Service Desk teams.

Key Responsibilities:
  • Perform analysis of Global Service Desk Teams operations and identify areas for improvement and standardization.
  • Act as a business champion 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, and Cisco UCCX, to analyze metrics, build dashboards, and track team performance.
  • Develop project plans and create timelines to meet goals and deliverables.
  • Manage multiple initiatives simultaneously.
  • Conduct market research, propose, design, and implement solutions aligned with industry best practices to modernize the Service Desk experience.
  • 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 and consistent communication.
  • Act as the voice of the customer and advocate for 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.
Requirements:
  • Bilingual - English and Spanish.
  • Degree in Computer Science (related field) or 5+ years of experience in Information Technology.
  • 5 years of experience working in high-volume, complex, demanding customer-oriented IT environment.
  • Data analytics utilizing Excel, Power BI.
  • Demonstrated analytical, data-driven problem-solving skills.
  • Good presentation skills.
  • Demonstrated ability to prioritize and manage multiple tasks and projects.
  • Proven IT experience with deep expertise in both the strategy and business needs of banking and 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.
About ScotiaTech:

ScotiaTech is a business unit within ScotiaGBS, a Scotiabank Group company located in Bogota, Colombia. We offer an inclusive, positive work environment, and competitive benefits.

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.

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