Process Incident & Problem Management - Scotiabank, Toronto

The opportunity

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. This role oversees one or more ITSM process (Depending on the area of focus) 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.

Your impact

In this role, you will execute a variety of responsibilities designed to ensure operational excellence, regulatory compliance, and process discipline across teams:

• Create and maintain process documentation, standards, procedures, workflows, job aids, and control evidence to support consistent execution and audit readiness.
• Develop and maintain training materials and guidance to enable adoption of process requirements, platform capabilities, and control expectations.
• Establish and maintain governance routines, decision forums, and control checkpoints to ensure ITSM processes are operating in a controlled, authorized, and measurable manner.
• Ensure process design and execution align to enterprise standards, regulatory requirements, risk appetite, and internal control expectations.
• Maintain process policies, standards, and control artifacts, including documented roles, procedures, approval requirements, and evidence of compliance.
• Support governance reviews, audits, issue remediation, and periodic assessments by providing documentation, traceability, and evidence of control effectiveness.
• Analyze current-state processes, identify bottlenecks, failure points, and control gaps, and define actionable improvements to increase efficiency, quality, and compliance.
• Translate process requirements into clear operational and technical requirements that can be implemented within platform and delivery teams.
• 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 to improve effectiveness and operational resilience.
• Provide leadership through subject matter expertise, sound judgment, and disciplined execution across both people and non-people initiatives.
• Promote accountability, consistency, and operational excellence in how process requirements are interpreted and applied.
• Define, maintain, and refine KPIs, metrics, SLAs, operational thresholds, and dashboards used to assess process health, compliance, and performance.
• Leverage trend analysis and reporting insights, including DORA and other operational performance measures where applicable, 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.
• Community engagement and outreach
• Champions 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 pursues 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.
• Champions a high performance environment and contributes to an inclusive work environment

Requirements

We would love to work with you if you bring the following skills and qualifications to the role:

• 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, with ITIL knowledge considered an asset.
• 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.

Who you'll work with

Collaboration is key to this role and the broader organization. You will engage with the following teams and community groups:

• 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 across teams.