IT Business Analyst - ITSM-1

Every day we want to provide our (internal) consumers of the Pega platform with the best customer experience, by excelling in our support offerings. In this role, you are responsible for the engagement with our consumers regarding the ITSM processes, and ensure that we handle these inflow in the best way possible and according to our Service Level Agreements.

The team

Within a team of four persons, you will find yourself responsible for coordinating and tracking all ITSM processes (like incidents, problems, changes and services requests). The team is located across multiple countries, and you’re servicing our consumers throughout all ING countries globally. Working within the Pega Platform, as part of ING’s Retail & Banking Technology department, you’ll find yourself in the heart of the platform thinking ideology, where we service our consumers from the central CTO domain by providing Pega (workflow management tool) towards any team that wants to enable their business by building applications / workflows on top of our platform.

Roles and responsibilities

As a team, you’re responsible for triaging the inflow, assigning the work to the respective teams and ensure that we handle these tickets in alignment with our Service Offering. Together you’ll determine how the workload will be divided over you and your peers, and can set up focus areas and/or SMEs per topic. Amongst these activies:

• Triaging the inflow for all tickets (like incidents, changes, service requests)
• Assigning the tickets to the right teams, ensuring the work is being picked up
• Reporting and overseeing the total workload, in order to track and report on the in-time delivery of the requests
• Driving (process) improvements in the ITSM processes
• Measuring customer satisfaction and improving customer happiness
• If needed, coaching and training of peers to get them up to speed with the ITSM processes and smoothen the workflow.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• Experience with ITSM processes / ITIL (e.g. Incident / Change management)
• Experience with agile way-of-working, preferably as supportive role for one or multiple squads
• Preferably you have a medium technical background or affinity with PEGA in multiple global Pega implementations in the financial domain
• You are genuinely interested in and understand business and how our customers use our products
• You have experience within (complex) stakeholder management environment
• You have excellent verbal and written communication and presentation skills
• You value a multi-cultured environment where English is the working language and you easily get on with people from different cultural backgrounds
• You have excellent analytical skills
• You have excellent problem-solving skills and passion for and the ability to redesigning processes

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience

• 24-27 vacation days depending on contract

• Pension scheme

• 13th month salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% Holiday payment

• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

Stand-by shifts

Business critical systems, such as client processes, payment processes, software applications and websites, require a 24/7 accessibility and availability of several (groups) of employees to act quickly during unforeseen circumstances, such as calamities or incidents. For these (groups) of employees ING have set up a Stand-by regulation. To compensate for the inconvenience of being available at this time, a Stand-by compensation is awarded.
 

• If you are designated by your lead for stand-by shifts to be available for incidents outside of your regular working hours, a Stand-by compensation is awarded.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

Questions?

Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.