Description
Objective: International bank in Brussels seeks a BA with SLA experience to be the interface between Service Management Process owners and IT developers.
The Service Level Management/Service Managers manage the relationship between the bank and external providers and are responsible for:
1. Operational activities:
- Creation and the maintenance of the Service Catalogue and the related SLAs between the Service Team and the bank (plus subsidiaries, across Europe). This includes the liaison with Service Delivery Management team for all aspects related to IT support activities (Operational Level Agreements, OLA) and external providers;
- Monitoring of the KPIs;
- Generation of the reports which monitor the service delivered by Service Team to the bank;
2. Process engineering activities:
- Service Level Management has acquired an expertise in process improvement (more specifically in Service Management related processes based on ITIL best practices) and reporting automation. The team acts as a competence centre and is often consulted for advice and solutions by other teams of the Service Control Department.
Tasks:
The Business Analyst (BA) is the interface between Service Management Process owners and the developers.
Plays a key role in the delivery of the projects and in the satisfaction of internal and external clients.
Your main responsibilities will be:
- produce detailed business requirements:
- understand the needs of the process owners and other stakeholders (internal and external users);
- analyse the impact and the risks of a new service development on the current system;
- you are able to make the business aware of their own interests and the implications of their decision or request. Challenge the business requests if necessary;
- you identify, describe and validate business solutions to meet clients and end users requirements;
- you pay attention to having the right trade-off between quality, cost and timeliness;
- facilitate communication between the process owners and other stakeholders and the implementers of the solution (IT) during the project delivery phase;
- be involved in the testing of the designed solution:
you define the scope of the testing, develop business test scenarios and review test cases prepared by testers. Also you participate to the test execution handled by testers to ensure that requirements have been correctly implemented and you provide support to the end-users (within the bank) during the testing phase and production
Skills/Experience:
Minimum 5 years experience in service level management/project management/business analysis in an SLA context.
- ITIL;
- solid experience in writing business requirements;
- create clear and concise documentation (business requirements specifications, project status, issues etc)
- Must have good interpersonal skills;
- Experience in the banking/financial sector.
Language: English.
You must be an EU citizen to apply for this role.