Senior Analyst - Business Support Strategy & Incident Management

Scotiabank; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Scotiabank in Toronto, Ontario, is seeking a Senior Analyst in Global Operations to drive incident management, stakeholder communications, and strategic initiatives. You will lead troubleshooting for major incidents, analyze service trends, and collaborate with technology partners across the SDLC to improve reliability and customer outcomes.

Ideal candidates bring a strong IT/business background, knowledge of SQL, JIRA, Confluence, and data visualization tools like Power BI, with excellent

Qualifications

• Bachelor’s degree in IT, Business or related field with 3 years of experience in financial services.

Responsibilities

• Provide day-to-day support for incident management and operational activities.

Skills

Incident management

Stakeholder communication

SQL

JIRA

Confluence

PowerBI

Excel

PowerPoint

SDLC collaboration

UX / design thinking

Education

Bachelor’s degree in IT, Business or related field

Tools

SQL

Power BI

JIRA

Confluence

ServiceNow

Job description

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Title: Senior Analyst - Business Support Strategy & Incident Management

Requisition ID: 275604
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

As a Senior Analyst within our Global Operations team, you will contribute to the overall success of the team’s success by:

• Providing day-to-day support for incident management and operational activities (80% of the role).
• Supporting end-to-end processes for key strategic initiatives (20% of the role).

Your work ensures alignment with business strategies, compliance with regulations, and adherence to internal policies and procedures. Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture!

Is this role right for you? In this role, you will:

• Conduct independent research to address issues collaborating with business and technology.
• Craft clear and timely stakeholder updates and communications related to incidents.
• Lead troubleshooting efforts for major incidents, with a focus on reducing Mean Time to Close.
• Analyze service trends to enhance reliability and efficiency.
• Communicate key results, risks and business insights to senior business and technology stakeholders.
• Cultivate strategic relationships across diverse and global stakeholders.
• Manage various incident management phases, including root cause analysis, solution design, execution as well as post-implementation validation, lessons learnt and sustainment plan
• Provide feedback mechanisms for client groups and business line partners to improve support
• Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Drive effective business solutions and continuous improvement by staying informed on changes to regulatory environment, evolving risk management practices and methodologies, updated operational processes, and rapidly changing technology to be able support the Global mandate of the department.

Do you have the skills that will enable you to succeed? We’d love to work with you if you have experience with:

• Bachelor’s degree in IT, Business or a related field with 3 years of experience in the financial services industry preferably in a global / matrix organization in AML/ compliance / risk management, incident management, product management or similar
• Knowledge of SQL (other programming languages like Python a strong asset) and project management tools like JIRA, Confluence
• Knowledge of Excel, Power Point, and Business Intelligence reporting tools (e.g., PowerBI, or other visualization tools), ITSM tools (ServiceNow, a plus)
• Demonstrated ability to coordinate with technology partners and products throughout the entire Software Development Life Cycle (SDLC)
• Familiarity with UX, Design Thinking, process design, and user-centered product development.
• Excellent written and verbal communication skills with ability to manage difficult conversations
• Ability to build strong cross-functional business relationships
• Results oriented with strong analytical, problem-solving, and critical thinking skills
• Knowledge of Spanish language is an asset but not required

What's in it for you?

• Champion a high-performance environment and contribute to an inclusive work environment.
• The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
• A competitive compensation and comprehensive benefits plan.
• An organization committed to making a difference in our communities - for you and our customers.
• You can expect to be recognized and rewarded for high-performance; you will be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know.