Is this role right for you? In this role you will: · You thrive in a day to day operations type environment that is governed by processes and procedures. · You don’t shy away from fostering effective communication channels and stakeholder engagement. · You thrive at identifying and communicating all residual project risks for acknowledgment by appropriate management personnel and work on mitigation strategies. · You are able to provide constant and tailored training /education of the current processes to end users. · You are keen at contributing to the development of best practices within the SDLC framework. · You will elevate team issues and work to overcome implementation obstacles at the functional / workstream level. Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have: Must Haves: · At least 3 – 5 years experience working in IT Operations and governance to ensure compliance to banks risk management framework and bank policies. · At least 3 – 5 years experience working in an IT Service Management environment defining service management processes and procedures. · Working experience across multiple methodologies and frameworks (e.g. IT Service Management, Lean Six Sigma, SDLC, Agile) · Highly analytical in problem solving with the ability to apply original and innovative thinking. · Excellent user operational support skills to aid in the completion of the tasks. · Attentive to details and deadlines; ability to manage multiple priorities. · Possess strong communication (verbal/written/comprehension) skills in Spanish. · Possess strong communication skills in English (B2). · Strong organizational and time management skills. · Able to work independently and as a team within a defined scope and pivot when needed. · Able to write documentation related to processes, procedures, user guides and training material. · ServiceNow experience is a plus. Nice to Have: · ITIL certification.