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Leading work streams with IT stakeholders in defining and agreeing the principles for incident management process and data standardization.
Collaborating with the stakeholders in developing and prioritizing the book of work for standardization of incident management
Developing best practices in accordance to ITIL to support the principles for process and data standardization and seeking sign-off from the organization
Ensuring incident management practices relating to incident management and incident data management across the IT organization are harmonized and followed consistently
Developing a harmonized reporting framework and dashboard which can be used by the organization to track trend of incidents, identify areas of improvement in the process across the organization
Developing a data dictionary highlighting the key metrics to be measured and mechanism to measure them from the reporting data warehouse. Driving requirements of ticket flow in the Incident Management tool (ServiceNow) to support the standardized incident and incident data management process and practices
Supporting normalization of data in CMDB to support consistent and transparent reporting across the organization.
Seeking opportunities for continuous improvement by interacting with various organizations in IT, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation
Interact with the vendors to ensure incident management practices are consistently applied in resolving incidents thereby facilitating resolution of issues at Level 1 support
Essentials Skills and Qualifications:
- Minimum 3+ years relevant experience
- ITIL v3 Foundation qualification
- Experience with ServiceNow tool (or very similar) with strong understanding of service management principles it supports
- Demonstrable experience in ITIL functions & processes – specifically Incident Management
- Prior experience in standardization of incident management practices at process, data, reporting and tool level
- Data Analysis & Data Mining experience
- Capability to identify and evaluate significant risks and identifying appropriate mitigation mechanisms
- Effectively build partnerships and influence senior managers and stakeholders.
- Capability of working in a complex and fast paced environment
- Good knowledge of MS Excel, PowerPoint and Word
- Confident professional and an ability to represent the team in meetings with Business and other IT groups
- Strong organization and presentation skills
- Good listening & spoken communication skills in English
- Good at prioritization / categorization / investigation / resolution skills
- Strong sense of ownership / responsibility / assertiveness / pro-activity
Desired Skills and Qualifications:
- Advanced ITIL qualification in Service Transition, Service Operation or Continual Service Improvement
- Able to develop an end state vision for the process
- Knowledge of the software development life-cycle
- Basic knowledge of T-SQL querying and accessing Database engines
- Advanced Excel skills (formulas, pivot tables and charts)
- Prior experience with building self-services methodology for End-Users
- Good project management skills
The role is that of a project-based Incident Management SME who will be part of Incident and Knowledge Management team in the Operational Process Management team in the Chief Technology Officer organization. In the role the incumbent will perform incident management process and reporting standardization, data rationalization planning and execution, governance and continuous improvement duties with the aim to mature the incident management process and support implementation of a transformed tool support to the process.
The emphasis of the role is likely to be on data cleansing as part of a critical project called Incident Management Optimisation that has as its objective to transform the way the Incident Management process is supported by data and tools over the next year as part of a wider programme to transform IT service management across the bank.
The role involves interacting with senior stakeholders across the IT organization in driving process, data, reporting and tool standardization across the organization and setting up a governance structure to measure, monitor and improve the incident management data and process.