Service Design Analyst

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

Service 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.

Main duties are to perform the following activities:

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

• Provide on-boarding services, enabling a seamless transition from products to services
• Drive the end-to-end service definition and design activities, 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. Proven track record of minimum 5+ years' experience in roles such as Service Design Analyst, Business Analyst, Process Analysis and Design, Customer Experience Design, Service Management Specialist, in a global and matrix-structured organization, Banking/Finance domain preferred
2. Ability to plan, facilitate, capture, and manage business requirements and to translate these into service design artefacts
3. Ability to work with customers to understand their needs and current experience for translation into technical solutions, ensuring overall performance and satisfaction with IT
4. Experience in identifying customers (e.g. consumer of end user services as well as application development teams), defining customer profiles (e.g. personas) and then defining customer journey maps that will address the needs and pain points of each customer profile
5. Understanding of Service design and IT services within large Enterprise environment and or exposure to large transitions or transformation initiatives in multi-sourced environments
6. Ability to define IT Service and Operating Level Agreements for service offerings
7. Ability to outline how the organization structure, processes, teams and roles need to change to enable delivery of requirements
8. Experience working with senior stakeholders - creating trust by communicating, collaborating and influencing, always challenging the status quo in a positive way
9. Strong problem solving and analytical skills
10. Ability to work under pressure and prioritize workload accordingly
11. Experience in leading global, culturally diverse and virtual teams in a matrix-structured international organization
12. Fluent English language skills required

1. Experience in design and improvement of ITSM processes, specifically Service Design Phase
2. ITIL Foundation Certified. Intermediate certifications or ITIL Expert certification are a bonus
3. Certified SCRUM Master a plus
4. Understanding and experience in Software / Systems Development Life Cycle (SDLC)
5. Experience in ServiceNow
6. 5+ years' experience in IT process management/re-engineering initiatives
7. Experience in workflow analysis, design and process re-engineering principles
8. Analysis Techniques (Competitive & Benchmarking Analysis, Stakeholder Analysis, Cost Benefit Analysis, Gap Analysis, Feasibility Analysis, SWOT Analysis, SIPOC etc.)
9. Working knowledge of project tools such as JIRA and Confluence