Technology Service Analyst Lending Service Operations, NCT

Role Description:

Private Bank Service Operations - provides 2nd Level Application Support for business applications used in branches, by mobile sales or via internet. The department is responsible for the stability of the applications. Incident Management and Problem Management are the main processes that account for the required stability. In-depth application knowledge and understanding of the business processes that the applications support are our main assets.

The Service Management Analyst acts as a hands-on technician executing several tasks in relation to the required services within the Service Management environment. The Service Management Analyst role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Management.

The main tasks of the Service Management Analyst are:

monitoring and tracking activities, analyzing issues, supporting the resolution of issues and conflicts and preparing reports and meetings. The Service Management Analyst has knowledge of and experience in all relevant tools used in the Service Management environment.

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under child care assistance benefit (gender neutral)
• Flexible working arrangements
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

Key Responsibilities / Tasks:

• Develop a good understanding of the activities required to execute Service Management functions.
• Follow all guidelines and controls for the relevant processes to ensure compliance and quality.
• Undertake specific functions within the relevant Service Management process as identified for the specific Service Management area.
• Participate in regular meetings with stakeholders, prepare and document meetings, track progress.
• Collect, interpret, and respond to changes in production data, as appropriate.
• Track the implementation of resolution tasks.
• Provide regular and reliable reporting of relevant data to meet management requirements.
• Understand thoroughly the end-to-end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. service operations).
• Maintain an end-to-end view of the application and infrastructure landscape.
• Provide feedback and communicates results to stakeholders.
• Provide input and contribute in Service Management related audits.
• Engage with other Service Management groups to understand business requirements.
• Perform review of specifications.
• Collect, analyze, and produce metrics on process data for KPIs to find out improvements.
• Identify risks and issues related to the area.
• Provide governance to ensure appropriate planning and reporting.
• Experience/Exposure

Your skills and experience

Areas of Specialty:

Service Operations Management

The Service Management Analyst with focus on Service Operations will be responsible for undertaking Service Operation support activities including run book, incident, and problem resolution where these have been assigned.

Area specific tasks / responsibilities:

• Undertake start of day, intra-day, end of day and end of period procedures as defined in the Service Operations run book to ensure that production configuration items deliver required services.
• Ensure familiarity with the applications, tools, feeds, data, batch files etc that are being managed and / or supported
• Maintain a thorough understanding, sufficient to meet target Service Level Agreements, of the knowledge required to provide effective technical support (including understanding of market feeds, reference data problems, batch processes, system interfaces, business rules etc.)
• Derive and apply strategies for resolving and solving application incidents/problems (Incident Management, Problem Management, Change Management). Apply business and required technical skill sets to resolve issue promptly and accurately. Seek early advice where appropriate.
• Bank knowhow is needful, especially knowledge about Mortgages and Consumer Credits.
• Language Skills: English, German (nice to have)

Needful technical skills:

Unix, Oracle SQL, Shell Scripting, Cloud technologies, Oracle WebLogic and Tomcat, Batch-Job Scheduling Tool (Automic/AutoSys/Control-M)

Nice to have: RedHat OpenShift knowledge, PowerAutomate/PowerApps knowledge, Python and Java knowledge.

Education

• Bachelors degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)
• ITIL V4 foundation certification (preferred)