ITSM & BCP Expert
ING
Spain
hace 13 días

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
  • Job description

    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.

    ITSM

  • 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
  • Other competences

  • 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
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