Technology Service Specialist

Role Description

Technology Service Specialist with experience in BPM Tools/ SaaS App. Configuration & Application maintenance.

Also partner with vendor to:

• Oversee vendor and contribute to all configuration, integrations, conversion, testing and hyper care on the IT Platform.
• Ensure vendor deliverables meet a level of adherence and quality defined by DWS IT
• Smooth knowledge transfer, training and responsibilities handover from vendor to manage the IT application in-house going forward in production.

Your key responsibilities

As IT Application Owner:

• Undertake detailed business analysis and act as a point of Subject Matter Expert knowledge to provide and document clear and concise understanding of the business processes.
• Identifies dependencies between software product components, between technical components, and between applications and interfaces.
• Responsible for understanding and documenting accurately and comprehensively technology current and target state architectures.
• Creating a strong network of contacts within the business, business management, operations domains to ensure these stakeholders are kept informed with transparency and clarity.
• Creating a strong network of contacts with associated technology teams from development, infrastructure and production to collaborate on risk identification, remediation solutions and managing change conflicts.
• Support project management activities to assist in the delivery of the target state technology landscape.
• Roles and permissions management for applications
• Support the bank's audit function in the remediation of audit points and self-identified issues in order to reduce risk.
• New application onboarding and Application de-commissioning with respect to DB specific internal control processes - filing required sets of forms/details to register vendor, providing evidence to support the details, presenting the same across multiple control boards for their approval and ensuring the same.
• Manage Vendor Relationship, License and certificate maintenance, Vendor Release note review and assessment for third party IT applications.

Your skills and experience

• Demonstrable experience on managing service delivery.
• Knowledge of ITIL-based IT service management best practices
• Understanding and practitioner knowledge of best practice project management principles and methodologies
• Knowledge of industry best practice IT support and End User Computing standards, strategies, solutions, and methodologies.
• Proficiency with one or more common IT ticketing systems with an emphasis on reporting and analysis.
• Ability to on-board, integrate and manage in house and outsourced disparate teams into a shared-services support delivery mode.
• Experience defining, developing, implementing, and managing at least major IT service management process (e.g., Incident Management, Change Management, Release Management, etc.).
• Experience in proactive client relationship management programs
• Ability to think strategically, as well as tactically, and to exercise sound judgment in problem-solving and priority/goal setting.