ING wants to be an innovative bank, so we need people who arereal innovators. Because within ING our people are the engine for ING s growthand success.
The international project Model Bank is multi-cultural andcross-business, and is developing a borderless, scalable, retail platformuniting Spain, Italy, France, Czech Republic and Austria.
We offer the position ITSM& BCP Expert within the Infrasturture department for the Model Bank project inMadrid.
Model Bank incollaboration with the MB countries (Spain, Italy, France and Czech Republic)aims to deliver :
A retail harmonized digital platform (with 60%to 90% harmonization), fully focused on supporting the MB countries inincreasing customer interaction, improving customer satisfaction and increasingsales
A scalable platform which can be extended to on-boardadditional countries, products and services in future
An agile, central IT shared service center that candevelop, maintain and run digital requirements going forward
A high level of standardizationand centralization across systems, processes, data and way of working alignedwith Enterprise Architecture, Global Process Management, Global Data Managementand Bank Infra
She / He will be in charge of the definition; implementation,evolution and governance of the IT Processes based in ITIL process framework.
Responsible for building a multi-unit ticketing system ServiceNow, that leverages change, incident and problem management in Model Bank.
In parallel he / she will be responsible of defining and implementthe business continuity and disaster recovery framework for any Model Bankservice.
Define and agree IT processes based in ITIL processframework
Define and agree process and documentation thatestablish Model Bank services : Statement of Services, Services Agreements,Service Catalogue, etc
Implement and maintain processes within an ITSM tool(ServiceNow) based in ITIL and Lean practices
Responsible for implementing a multi entity ticketingsystem
Responsible for Change, Incident and problem management
Analyze and prepare complex cross-functional businessrequirements and process flows
Perform gap analysis between as-is and to-be processes
Key Performance Indicators (KPI) definition andreporting per process
Continual Service Improvement (CSI) based on analysisof process KPIs
Make recommendations on areas for continual processimprovement to IT services and processes
Accountable for IT process compliance, both internaland external regulators
Single Point of Contact (SPOC) for Business Partners,Suppliers in terms of process doubts
Responsible for the CMDB
Define and agree Business Continuity process
Define and agree Disaster recovery process
Define and agree DR and BCP tests
Alignment with Business and IT areas for these testsand processes definition
Knowledge and experience
Minimum requirement is a Bachelor degree in ComputerScience or other related bachelors
Fluency in English (spoken and written)
Minimum 3 years defining and implementing ITSMprocesses in complex corporate environments
Knowledge and experience on one or more of thefollowing technologies :
Strong Knowledge of Service Now or other ITILBased applications, ITIL v3 foundations, lean IT v3 foundations, Zabbix orother monitoring tools.
Minimum of 3 years’ experiencein areas such as IT processes analysis and implementation
Technical skills required
Solid knowledge of business continuity and disasterrecovery processes
Solid knowledge of escalation matrixes
Basic knowledge in networking protocols
Basic Knowledge in OS administration
Proven and demonstrated analytical skills
Proven and demonstrated communication and presentationskills
Communication skills being able to transmit complexconcepts in an easy way adapted to IT and business partners
Team working and leadership skills
Decision making considering costs, impact and potentialbenefits
Availability to travel