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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 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.)

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

ScotiaTech 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.