Process Incident & Problem Management

Scotiabank • Toronto, ON

1d • Onsite

About The Position

This role oversees one or more ITSM processes to ensure that ITSM processes are executed in a controlled and authorized manner, in compliance with governing regulations, Scotiabank’s standards, policies, processes, and procedures. The role involves creating and maintaining process documentation, developing training materials, establishing governance routines, and ensuring process design aligns with enterprise standards and regulatory requirements. It also includes analyzing current-state processes, identifying improvements, and supporting the lifecycle management of ITSM processes. The position requires providing leadership through subject matter expertise, promoting accountability, and defining/refining KPIs and metrics. Additionally, it involves community engagement, collaboration with ITSM teams, and championing a customer-focused and high-performance culture while considering the Bank's risk appetite and operational controls.

Requirements

• Experience in a technical domain such as software development, systems administration, operations, site reliability engineering, platform engineering, process engineering, or resilience engineering.
• Strong analytical skills with the ability to interpret process data, identify trends and anomalies, perform root cause analysis, and translate findings into practical improvements.
• Ability to define and evaluate process controls, performance measures, and governance requirements using a disciplined, evidence-based approach.
• Understanding of IT Service Management disciplines and frameworks.
• Working knowledge of delivery and operational practices such as Agile, DevOps, and Site Reliability Engineering, and the ability to align ITSM processes to these models.
• Familiarity with process analysis and improvement techniques such as value stream mapping, Six Sigma, systems mapping, or comparable analytical frameworks.
• Experience working with reporting tools, dashboards, and operational metrics to monitor process performance and control effectiveness.

Nice To Haves

• ITIL knowledge considered an asset.

Responsibilities

• Create and maintain process documentation, standards, procedures, workflows, job aids, and control evidence.
• Develop and maintain training materials and guidance.
• Establish and maintain governance routines, decision forums, and control checkpoints.
• Ensure process design and execution align to enterprise standards, regulatory requirements, risk appetite, and internal control expectations.
• Maintain process policies, standards, and control artifacts.
• Support governance reviews, audits, issue remediation, and periodic assessments.
• Analyze current-state processes, identify bottlenecks, failure points, and control gaps, and define actionable improvements.
• Translate process requirements into clear operational and technical requirements.
• Use data, trend analysis, and root cause insights to validate process effectiveness and prioritize improvement opportunities.
• Support the lifecycle management of assigned ITSM processes, including design, implementation, monitoring, review, and continuous improvement.
• Identify, assess, and prioritize enhancements to process design, workflows, controls, and supporting tools.
• Provide leadership through subject matter expertise, sound judgment, and disciplined execution.
• Promote accountability, consistency, and operational excellence.
• Define, maintain, and refine KPIs, metrics, SLAs, operational thresholds, and dashboards.
• Leverage trend analysis and reporting insights to support decision-making and continuous improvement.
• Lead or support departmental initiatives that impact ITSM process design, control implementation, tooling enhancements, or operating model changes.
• Ensure project deliverables incorporate required process controls, documentation standards, testing expectations, and implementation readiness criteria.
• Engage with the community and conduct outreach.
• Work in collaboration with ITSM Process/Product Owners, the ITSM Platform team, and engineering areas to promote adoption of standardized ITSM practices and process discipline.
• Contribute to the maturity of the ITSM practice by reinforcing consistent process execution, control adherence, and knowledge sharing.
• Champion a customer-focused culture to deepen client relationships.
• 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.

Benefits

• Diversity, Equity, Inclusion & Allyship
• 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 opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed