Job Description

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

Scotiabank’s Global Technology Enterprise Platforms (GTEP) - Operations and Engineering - Tools & Monitoring - Global Event Management System (GEMS) team is responsible for monitoring the availability & health of IT hardware, software, and network resources. GEMS automates the analysis of events, generates alerts, helps determine root cause and assigns Alerts to the correct resource groups to restore affected services.

You are accountable for the configuration, customization, and administration of the ServiceNow (GEMS) platform. Your primary focus will be ensuring the effective utilization of ServiceNow modules to streamline IT service operations processes, enhance user experience, and optimize workflow efficiency.

You will play a key role in promoting automated remediation solutions across the organization. Your ability to clearly articulate their value to both technical and non-technical audiences will be essential in driving adoption and maximizing impact.

In this role, as required, you can expect to provide extended support (after hours & 24x7) for engagement in real-time troubleshooting and resolution of Priority 1/Major Incidents.

Responsibilities

• You are an Automation Engineer with a strong sense of initiative and ownership who can proactively identify automation opportunities through incident analysis and independently propose and implement effective solutions that enhance system performance and reliability.
• You excel at designing & implementing automated workflows and business rules to enhance IT service delivery and incident resolution.
• You possess a strong interest in exploring new tools, integrations, and use cases that enhance and evolve existing automation solutions.
• You are adept at managing & maintaining the overall health and performance of the ServiceNow platform, including user access, data integrity, and system stability.
• You are eager to provide support for assigned application modules, evaluate problems of moderate to high complexity and identify actions to be taken.
• You are prepared to provide training to end-users on ServiceNow functionalities and offer ongoing support to address user inquiries and issues.
• You thrive on developing & maintaining reports and dashboards to provide insights into IT service performance, compliance, and overall system effectiveness.
• You expect to maintain comprehensive documentation of configurations, customizations, and processes to facilitate knowledge transfer and ensure compliance with internal standards.

Required Qualifications

• You are fully proficient in English and Spanish.
• You have strong communication (verbal/written/presentation) skills.
• You have completed the ServiceNow System Administrator certification.
• You have at least 1+ years of hands-on technical working experience with the administration of any ServiceNow module(s).
• The ability to demonstrate specialized technical working experience & applied knowledge of IT Operations Management (ITOM) is an asset.
• You have hands-on experience with external automation tools - such as Ansible, Windows Orchestrator and/or other remediation tools that are leveraged to implement automated solutions.
• Ability to design, build, and maintain integrations with external systems using RESTful API calls.
• You are proficient in scripting languages such as JavaScript, PowerShell, or Python that can be leveraged to develop remediation scripts and enhance automation capabilities.
• Proven experience working collaboratively with infrastructure, development, support, and security teams to jointly identify and resolve operational challenges.
• You have experience using dashboards and KPIs to evaluate the performance of automation workflows and proactively suggest enhancements.

Preferred Qualifications

• None specified.

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.