Requisition ID: 235989

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

The Operational Strategy Specialist supports global service desk operations by driving standardization, operational efficiency, and service excellence. This role is key to advancing digital transformation, ensuring new technologies and practices are effectively adopted across teams.

Using tools like Power BI, Excel, ServiceNow, and Cisco UCCX, the Specialist analyzes performance, implements process improvements, and enhances the employee experience. They stay current on industry trends and advise leadership on innovative solutions to keep operations agile and future ready.

Is this role right for you?

• Operational Analysis & Standardization: Assess global service desk operations to identify and implement best practices.

• Process Design & Execution: Develop and roll out standardized processes to improve consistency and efficiency.

• Performance Reporting: Build dashboards and track KPIs/SLA metrics using analytics tools.

• Onboarding & Enablement: Support new application rollouts through process design, documentation, and training.

• Project Support: Coordinate tasks and track progress for strategic initiatives.

• Initiative Management: Lead multiple concurrent projects aligned with strategic goals.

• Stakeholder Engagement: Facilitate cross-functional collaboration to drive success.

• Change Management: Support smooth transitions during technology rollouts and migrations.

• Product Expert: ServiceNow Service Desk functions like Service Operations Workspace, Walk-up Experience and Advanced Work Assignment

Do you have the skills that will enable you to succeed in this role?

• Graduate in Computer Science (related field) or 5 plus years of experience in Information Technology

• 5 years of experience working in a high volume, complex, demanding customer-oriented IT environment

• Demonstrated analytical, data driven problem solving skills

• Proficient in working with MS office tools like Excel, PowerPoint, word

• Strong written and verbal communication skills, with experience leading client presentations and maintaining ongoing communication.

• Strong knowledge of the ITIL framework and working with enterprise ITSM platforms like Service Now

• Demonstrated ability to prioritize managing multiple tasks and projects

• Proven IT experience with deep expertise in both the strategy and business needs of banking 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

• 3-5 years of customer service.

• 5-7 years of understanding BNS standards and methodology.

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!

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.