Process Owner, Service Request & Knowledge Management

Requisition ID: 211848

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

The individual is responsible for the definition, governance, measurement, and continuous improvement of Service Request & Knowledge Management processes. Additionally, they will hold the Product Owner role for the corresponding service management processes, managing feature roadmaps, product backlogs, and ensuring tooling is appropriately delivered in ServiceNow, the ITSM platform at BNS.

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

• Drive and deliver the implementation, governance, and continual service improvement activities related to Service Request & Knowledge Management

• Collaborate with Process Owner peers to ensure integration between interlocking process areas.

• Collaborate with IT Risk, Resilience & Reliability and related reporting teams to define metrics and KPIs that describe Service Request & Knowledge Management effectiveness against Bank services

• Collaborate with stakeholders across the organization to define the vision, strategy, and tactics for Service Request & Knowledge Management within Scotiabank

• Create and deliver ongoing training material for technology staff in Service Request & Knowledge Management in alignment with departmental training program

• Monitor and analyze key performance indicators related to Service Request & Knowledge Management and drive ongoing quality and performance improvements across technology.

• Ensure compliance with applicable regulations, industry standards, and internal policies in the deployment of Service Request & Knowledge Management related technologies. Represent Service Request & Knowledge Management in response to regulatory and internal audit requests.

• Define the product roadmap for Service Request & Knowledge Management, manage demand and prioritize development activities for ServiceNow development within the Service Request & Knowledge Management module.

• Collaborate with peer Product Owners to manage cross-impacts and interactions

• Collaborate with third parties to manage integrations into Service Request & Knowledge Management modules

• Develop and maintain effective relationships with key business partners within Scotiabank

• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Create an environment in which their team pursues effective and efficient operations of their respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

• Contributes to the high-performance environment and aligns with the departmental people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• University degree, preferably in Engineering, Computer Science or related field, and a minimum of 5 years' experience in IT service delivery senior leadership roles. Financial services and, specifically, banking experience is highly desired.
• Demonstrated ability to drive and lead service management processes and disciplines in a large, complex IT delivery environment.
• Demonstrated ability to lead global teams in a highly complex and matrixed organization. Ability to lead through influence, excellence and example is essential to success.
• Strong leadership and collaboration skills. Excellent oral and written communication, ability to present confidently to senior executives, attention to detail and strong planning and management ability.
• The individual must be a very strong leader, with demonstrated ability to lead technical teams and build and maintain credibility with technical and non-technical stakeholders, alike. Deep knowledge of relevant technologies must be combined with business acumen and excellent communication and listening skills.
• Strong knowledge of ITSM disciplines and frameworks, specifically ITIL, is expected
• Experience with and knowledge of formal project management methodologies.
• English fluency required, Spanish ability a plus.

What's in it for you?

• 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 are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee 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!

Work arrangements: Hybrid

#LI-Hybrid

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. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.