Senior Operations Excellence Specialist

hace 1 semana

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

Job Summary

We are seeking a Senior Associate to join our team at ScotiaTech, located in Bogota, Colombia. As a Senior Associate, you will play a key role in standardizing and improving processes for Global Service Desk teams.

About the Role

The ideal candidate will have 5-7 years of experience working in high-volume, complex IT environments, with a strong background in data analytics and process improvement. You will work closely with other project teams to onboard support for new applications and manage rollouts/migrations.

Key Responsibilities

  • Perform analysis of Global Service Desk Teams operations and identify areas for improvement/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 Power-BI, Excel, Service Now, Cisco UCCX, and other tools 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, 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 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)

Benefits

We offer an inclusive, positive work environment, competitive benefits, and opportunities for growth and development.

About ScotiaTech

Scotiabank is a leading international bank with a presence in over 50 countries. Our ScotiaTech hub in Bogota, Colombia supports different technology systems and processes for the Bank.

Salary

$60,000 - $80,000 per year.

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