IT Service Owner Global Case Management Applications – CRM (920725RF) Zürich, Schweiz
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 (+)