Service Design Analyst

The opportunity to work in one of the most exciting areas in Infrastructure Technology, within the Group CIO, Service Design and Governance (SDG) team.

The Service Design and Governance provides the governance, tools, processes and integration services required to transform from a technology product to a customer focused, service driven organization. The SDG administers the execution within the Service Management Program and GCIO Service/Capability Lines and provides ongoing governance to monitor performance and optimization with a constant focus on improving customer experience.

Group CIO Service Design and Governance (SDG) team governs the execution within the Service and Capability Onboarding (SCO) Program by partnering and collaborating with the GCIO Service and Capability Lines to drive CtB transformations.

Our goal is to create a service oriented operating model and culture by utilizing skills, processes, capabilities, tools, and data to deliver valuable service offerings. These services highlight the customer experience as the key driver in a well-managed, efficient, commercial organization.

Service Design and Governance team is a ten member experienced team based out of New York, Raleigh, Zurich, Singapore, and Poland where six members are mainly focusing on Service and Capability implementation. Currently we are expanding our team in Poland to support the service transformation. API Design Analyst will join the six members to focus on API Onboarding. API Design Analyst will be co-located with Service Design Analyst and Service Design implementation team in Warsaw and will report to SDG Lead for Poland.

Team: 1 person in Waw, manager in Singapore

Technologies: REST, Apigee

Opportunities:

Join a team that we want to grow to drive a major cultural change in the GCIO organization. Opportunities to grow within the team and then within GCIO and to influence a large transformation at a large bank.

API Design Analyst role provides strategic platform and to be part of GCIO Service transformation journey for learning latest technology, processes and acquire future skills required for Career development.

The Service Design Analyst will provide centralized design and business analysis expertise to assist the federated Service Teams to create and deliver services. The Service Design Analyst will have insight into how GCTO is organized, in-depth knowledge of the Service Management framework and understanding of the ServiceNow platform where services are ultimately on-boarded and made available to customers. In addition the Service Design Analyst must also be able to convey the overall objectives of the Service transformation, which are to improve customer experience and productivity while reducing end-to-end provisioning time and costs.

Main duties are to perform the following activities:

Engagement with the Service Owners within Group CTO to support Service Onboarding and Implementation activities:

• Provide on-boarding services to GCTO, enabling a seamless transition from products to services
• Drive the end-to-end service definition and design activities including SDP, Service Definitions, Support Agreements/models, Catalogue items, capturing results and producing related processes and documentation.
• Drive key decision points across design, features and functionality (includes decisions around service offerings, options, costs, SLAs and support model) in partnership with Service and Capability lines
• Act as key liaison between Service lines, Capability lines and Service implementation teams to deliver services and capabilities
• Act as business analyst in translating customer needs into functional requirements
• Build consensus between various teams to define solutions to improve end-to-end process ordering and fulfillment processes by leveraging automation and APIs

Engagement with Customers to Improve Customer Experience:

• Focus on the Customer Experience and delighting our customers
• Develop an engagement plan with "real" customers of the services to understand their current pain points and collect requirements
• Develop customer journey maps that will provide an improved and simplified end-to-end customer experience
• Drive requirements and process discussions across various groups of customers and stakeholders
• Establish continuous engagement with customers throughout the Service Design process

Service / Capability Implementation Framework:

• Leverage our standard framework to onboard Services and Capabilities to support the transformation from product to services
• Collaborate with the Service Design team to maintain and improve the framework
• Drive adoption of the Framework by all Service / Capability lines and monitor status of Service Transformation

Service Performance Management:

• Develop and provide Service Performance Metrics to monitor ongoing Service health from the consumer and service owner perspective

1. Consulting or business analysis experience with strong analytical, conceptualization and problem-solving skills.
2. Skilled in all aspects of Design Thinking including user research, functional requirements definition, business process analysis, business modelling, and workshop design and facilitation, or working knowledge of the full lifecycle of software development using Agile Methodologies
3. Collaborate with clients/partner/vendor and enable smooth onboarding to the API Platform
4. Experience in working on 3rd party API integrations and API Design
5. Working knowledge of APIs, Open Banking, Swagger files
6. Working knowledge of REST(full), Microservice approach, and Cloud technologies
7. Previous experience to drive and follow AGILE best practices in complex delivery environments
8. Strong understanding of web services, with a working knowledge of RESTful interface, JSON, XML, and API infrastructures.
9. Minimum of 2 years of development experience using WSDL/SOAP/XML and REST/JSON or equivalent
10. Design and developed API specifications using Swaggers and Open API Specification
11. Ability to adapt to changing requirements; effective at time management, task prioritization and multitasking.
12. Exposure of API management platforms like Apigee, Akana or MuleSoft
13. Proactive, flexible and capable of working independently as well as working in a team
14. Experience working with senior stakeholders - creating trust by communicating, collaborating and influencing, always challenging the status quo in a positive way
15. Strong problem solving and analytical skills
16. Experience in leading global, culturally diverse and virtual teams in a matrix-structured international organization
17. Fluent English language skills required
18. 1. Knowledge of following technology- REST, JSON API Spec, OAuth2, OIDC, Java frameworks, OAS 3.0

. Preferably with at least 2 years of experience with an API management software like Apigee or equivalent with the knowledge of API mashups, analytics, developer networks, monetization models and API security

1. Experience in architecting and implementing API and integration technologies in a distributed, server-based, enterprise-class environment.
2. Experience in architecting and/or implementing API based solutions with sound hands-on familiarity with related standards such as; HTTP, REST, SOAP and OAuth.
3. Development experience with Java and other languages like JavaScript, Python, Node.js and other API related technologies.
4. Experience with web services related standards such as HTTP, REST, SOAP, and OAuth.
5. Using and implementing Apigee Edge for the full API lifecycle management
6. Implementing API policies and transformation using Apigee Edge
7. Design and development of RESTful API
8. Convert web services from SOAP to REST or vice-versa, using Apigee API management platform
9. ITIL Foundation Certified. Intermediate certifications or ITIL Expert certification are a bonus
10. Experience in ServiceNow
11. 5+ years' experience in IT process management/re-engineering initiatives
12. Experience in workflow analysis, design and process re-engineering principles
13. Working knowledge of project tools such as JIRA and Confluence