Process Expert

ITSM Process Expert

Background on what ING is about (Generic ING background):

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.

ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!

Job Overview

As a Process Expert you will be working in a complex application landscape. You work at a place where you are in charge of the correct processes to be adhered to by the IT delivery departments. We have an Agile delivery model including various (Bus)DevOps teams. Most of the teams and applications operate in a blended sourcing model; consisting of both on- and offshore employees, external vendors and their international employees.

To help us realize our goals and ambitions we are looking for an enthusiastic Process Expert.

We are looking for a driven Process Expert applying procedures, tools and methods, with great understanding of practices and approaches. You are an expert in building relationships/ team working, resolving conflicts and problems with strong influencing and persuading skills. As a Process Expert you have great communication/listening skills and you are strong in gathering information without losing your focus on your customers. You bring positive energy to the teams and have very good social and communication skills.

Key Responsibilities

The Process Expert as process owner is accountable for defining, documenting and processes/procedures within the process (area) he/she has been assigned to in alignment with the global processes set-out within ING and by the Global SRE team.

• He/She understands the flow from Policy-Minimum Standard- Controls-Procedures-Testing and ensures that the chosen processes/procedures are fit-for-purpose at all times.
• He/She communicates new processes/procedures or changes to existing processes/procedures to all relevant stakeholders and acts as first point of contact for the organization in case of questions.
• He/She acts as ambassador for the process/procedure(s) and initiates training/awareness activities whenever necessary.
• He/She is co-responsible for implementation, adoption and operation of above mentioned ITSM related SRE practices.
• He/She aligns with Central/Enterprise Process Owners and process owners from other domains, participates in cross-domain process communities/guilds as representative and actively involves and aligns with process practitioners
• He/She also aligns with Control Owner(s) regarding the implementation of Key Controls in the related processes/procedure(s), if applicable.

Key Capabilities/Experience (3-5 bullet points)

• Education at Bachelor/Master level with a strong background in IT
• Relevant IT experience: 3 years
• ITIL 4 certified (Foundation and Specialist)
• Knowledge of Incident Management, Problem Management, Change & Release Management, Configuration Management, Service Level Management (SLI’s/SLO’s), Capacity Management, Availability Management and Report Management (SLO’s, dashboard, analytics, alerting)
• Understand how configuration management (content and data quality of the CMS) is the fundament of all other ITSM processes.
• SRE Foundation and SRE Practitioner certification
• Knowledge of tooling like Microsoft Office, Microsoft Power platform products, ServiceNow, Azure.

Minimum Qualifications

• You are a team player. Teamwork is one of the core competencies of the Process Expert. It is important that you work well with people and share information that is important for others.
• You are open to the input of others and you are prepared to learn from them. You place the importance of a common goal above personal goals. This way, you encourage teamwork in order to achieve mutual goals.
• Professional Expertise/ market focus. You are passionate about IT. You work on the development of your knowledge in certain fields and as your level of experience increases, you also develop deeper and broader knowledge.
• As an (ITSM) Process Expert, you are able to make good analyses. Problem analysis and judgement is therefore an essential competency in this profile. To the customer, you act as an expert in the field of processes.
• You continuously focus on improving your personal performance and that of your team. You strive to achieve high work standards and are not satisfied with average levels of performance.
• Flexibility is required in order to get things done. You do not just give up when things are not going well, and you know who or where to turn to within the organization if you need support.
• Besides his/her persuasiveness, a Process Expert has the ability to adjust his/her style of communication and take into account the interests / knowledge level of the people he/she is addressing.
• Customer focus and customer interests is paramount: a successful Process Expert comes up with solutions that meet the needs of the customer.
• Planning and organization: the planning and organization competency is highly important to do your job as well as being able to work in a structured manner.
• Organization sensitivity: You should understand the effects of your decisions within the organization.
• Taking initiative