Senior Analyst, ITSM Governance

Scotiabank; Toronto; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Diversity, Equity, Inclusion & Allyship

Accessibility and Workplace Accommodations

Upskilling through online courses

Competitive Rewards program

Community Engagement opportunities

Job summary

Scotiabank in Toronto seeks a candidate to design and update the ITSM Governance Model. You will work with stakeholders to document and improve processes while championing a customer-focused culture. Experience in software development or ITSM is preferred, and fluency in English and Spanish is an asset.

Scotiabank promotes inclusivity and diversity, providing a flexible rewards program including benefits that start on day one.

Qualifications

• Fluency in English and Spanish is an asset.
• Experience in software development, system administration, or operations.
• Understanding of ITIL is considered an asset.
• Familiarity with Agile, DevOps, and SRE methodologies.

Responsibilities

• Design and build and update ITSM Governance Model.
• Work with stakeholders to document process improvements.
• Champion ITSM culture and practices in collaboration with teams.
• Improve transparency and customer relations.

Skills

Fluency in English and Spanish

Experience in software development

Understanding of IT Service Management (ITSM)

Familiarity with Agile methodologies

Knowledge of process analysis techniques

Job description

Requisition ID: 262822

Join a purpose driven winning team, committed to results, in an inclusive and high‑performing culture.

Responsibilities

• Design and build and update ITSM Governance Model
• Create and maintain governance documentation
• Process and governance analysis
• Work with business stakeholders, platform team and representatives from CIO areas to identify and document process and governance improvements.
• Work with various teams including reporting, risk, software development, and operations and SRE to ensure that all technical and business requirements are being met and that work receives the appropriate level of priority.
• Support the department initiatives during development and execution, involve stakeholders (e.g. risk, legal, audit) as required.
• Work in collaboration with the ITSM Process/Product Owners, ITSM Platform team, and Engineering areas to champion ITSM culture and practices.
• Help with internal and external communication, improve transparency and radiate information.
• Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Understand how the Bank’s risk appetite and risk culture should be considered in day‑to‑day activities and decisions.
• Actively pursue effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day‑to‑day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champion a high performance environment and contribute to an inclusive work environment.

Qualifications

• Fluency in English and Spanish (Asset).
• Experience in a technical domain such as software development, system administration / Operations, reliability and performance engineering, process engineering, resilience engineering, etc.
• Understanding of IT Service Management (ITSM) disciplines and frameworks, specifically IT Infrastructure Library (ITIL) is considered an asset.
• Familiarity and ability to engage with software development and operations teams that leverage methodologies such as Agile, DevOps, and System Reliability Engineering.
• Familiar with at least one major process analysis technique or framework including Value Stream Mapping, Six Sigma, Hierarchical Task Analysis, System Mapping, etc.

Benefits

• Diversity, Equity, Inclusion & Allyship – we strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and embraced through bias‑free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations – 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross‑functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement – no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s): Canada: Ontario: Toronto