IT Service Owner Global Case Management Applications – CRM

IT Service Owner Global Case Management Applications – CRM

Project:
The IT Service Owner for Case Management Tool holds the deep IT know-how for the banks strategic tool for structured and unstructured processes (BPMN/CMMN Notation). She/he is consulting in the setup and fine-tuning of the solution, performing daily application management tasks (e.g. incident analysis/ resolution). The IT Service Owner is responsible for the delivery of the IT Service E2E1 within the defined SLA, including understanding and tracking the service dependencies. She/he is the first point of contact for all service lifecycle related questions in RtB and CtB.

Tasks:

Change the Bank:
* Responsible for the realization and rollout of Small IT Orders (projects with size <100k and without architecture changes)
* Partaking in projects as Subject matter expert for Process and Case Management
* Coordination of deployments into User Acceptance Test environments and Production environments
* Environment management in coordination with projects
* Project documentation review and approval

Run the Bank:
Responsible for maintaining an IT Service or infrastructure component:
* Monitoring of availability of services
* Monitoring of End-of-day processing (transaction data integration) and integration with surrounding systems
* Life-Cycle management and IT Service Roadmap
* Monitor and report SLA for IT Service
* Manage people capacity to ensure keeping the SLA
* Provide ITSCM (IT Service Continuity Management) and organize Disaster Recovery tests

Strategy, Planning, Management
* Support Application Responsible with regard to IT Roadmap of IT-Service (incl. Scope of maintenance tasks)
Lifecycle planning for IT Service
* Support risk analysis and identification of critical dependencies. Definition of mitigation measures (C)
* Management of provider and contracts (C)

Service Management
* Manage SLAs for IT Service within domain, together with Application Responsible and business (C)

IT Service specific Know How / Documentation / Training
* Review and approve system/service documentation and operations manuals

Design, Build, Test of IT Service
* Provisioning of requirements and specifications for operability, maintainability, scalability and performance (NFRs)
* Design and Implementation of non-functional changes to IT Services
* Maintenance of IT Services regression tests
* Definition of test cases and execution of tests for the NFRs (C)
* Support the design of services towards business (C)

Transition
* Provide Go / No Go recommendation for IT Service Changes (Deployment) from IT Service Operation Point of view based on UAT and ORT
* Handover of operational tasks to operations (1st and 2nd Level Support)
* Provide Input of IT Service Changes to release management (PAR)

Continuous Improvement
* Identification of improvement opportunities and evaluation of alternatives (C)

Requirements:
* Experience in application management (lifecycle, maintenance, operation) and enforcing mature and stable application operation in an environment, where agile projects still extend the application under high pressure
* Experience in the operation of structured and unstructured processes (BPMN/CMMN Notation) preferably on a technology stack with Linux, Shell Script, JAVA, Oracle, SQL, Spring framework, Jenkins, Maven, Docker, Kubernetes
* Understanding of Client & Master Data with their processes (front/back office/compliance/legal)
* Understanding of software development/ customization processes
* Deep process knowledge for CtB (Project Management, IT-Governance, Change Management ) and RtB (Service Management and Operational Process, ITIL)
* Preferrably good understanding of software architecture, enterprise architecture and development processes
* Good coordination and communication skills
* Stakeholder management and service coordination with affected partners from Business Product Management, Business Operations, IT
* Entrepreneurial spirit, being a creative and reliable person with the ability to work under pressure, on their own initiative, self-dependent
* Highly structured, able to address options and underlying evaluation
* Taking ownership, solution oriented, is action oriented, has planning skills, is able to implement and deliver
* Capability to analyze complex and poorly defined problems related to the application and to provide solutions with minimal guidance from the superiors
* Team oriented, flexible, proactive, autonomous, persistent and sustainable. Able to collaborate, listen and exchange ideasSubject
* Proficient in English and German
* Batchelor or University Degree in computer science (Uni/ETH/FH)

Reference Number: 920725RF
Role: IT Service Owner Global Case Management Applications
Location: Zurich
Pensum: 80 – 100%
Start: 01.12.2021
Duration: 31.12.2022 (+)