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en Madrid

Descripción del empleo

ING wants to be an innovative bank, so we need people who arereal innovators. Because within ING our people are the engine for ING´s growthand success.

The international project Model Bank is multi-cultural andcross-business, and is developing a borderless, scalable, retail platformuniting Spain, Italy, France, Czech Republic and Austria.

We offer the position ITSM& BCP Expert within the Infrasturture department for the Model Bank project inMadrid. 


Model Bank incollaboration with the MB countries (Spain, Italy, France and Czech Republic)aims to deliver:

  • A  retail harmonized digital platform (with 60%to 90% harmonization), fully focused on supporting the MB countries inincreasing customer interaction, improving customer satisfaction and increasingsales
  • A scalable platform which can be extended to on-boardadditional countries, products and services in future
  • An agile, central IT shared service center that candevelop, maintain and run digital requirements going forward
  • A high level of standardizationand centralization across systems, processes, data and way of working alignedwith Enterprise Architecture, Global Process Management, Global Data Managementand Bank Infra


Job description


She/He will be in charge of the definition; implementation,evolution and governance of the IT Processes based in ITIL process framework.

Responsible for building a multi-unit ticketing system ServiceNow, that leverages change, incident and problem management in Model Bank.

In parallel he/she will be responsible of defining and implementthe business continuity and disaster recovery framework for any Model Bankservice.


Main Responsibilities




  • Define and agree IT processes based in ITIL processframework
  • Define and agree process and documentation thatestablish Model Bank services: Statement of Services, Services Agreements,Service Catalogue, etc
  • Implement and maintain processes within an ITSM tool(ServiceNow) based in ITIL and Lean practices
  • Responsible for implementing a multi entity ticketingsystem
  • Responsible for Change, Incident and problem management
  • Analyze and prepare complex cross-functional businessrequirements and process flows
  • Perform gap analysis between as-is and to-be processes
  • Key Performance Indicators (KPI) definition andreporting per process
  • Continual Service Improvement (CSI) based on analysisof process KPIs
  • Make recommendations on areas for continual processimprovement to IT services and processes
  • Accountable for IT process compliance, both internaland external regulators
  • Single Point of Contact (SPOC) for Business Partners,Suppliers in terms of process doubts
  • Responsible for the CMDB




  • Define and agree Business Continuity process
  • Define and agree Disaster recovery process
  • Define and agree DR and BCP tests
  • Alignment with Business and IT areas for these testsand processes definition 


Knowledge and experience


  • Minimum requirement is a Bachelor degree in ComputerScience or other related bachelors
  • Fluency in English (spoken and written)
  • Minimum 3 years defining and implementing ITSMprocesses in complex corporate environments
  • Knowledge and experience on one or more of thefollowing technologies:

  1. Strong Knowledge of Service Now or other ITILBased applications, ITIL v3 foundations, lean IT v3 foundations, Zabbix orother monitoring tools.Minimum of 3 years’ experiencein areas such as IT processes analysis and implementation 


Technical skills required

  • Solid knowledge of business continuity and disasterrecovery processes
  • Solid knowledge of escalation matrixes
  • Basic knowledge in networking protocols
  • Basic Knowledge in OS administration


Other competences

  • Proven and demonstrated analytical skills
  • Proven and demonstrated communication and presentationskills
  • Communication skills being able to transmit complexconcepts in an easy way adapted to IT and business partners
  • Team working and leadership skills
  • Decision making considering costs, impact and potentialbenefits
  • Availability to travel

Información extra

Tipo de contrato
Tiempo completo
Carnet de conducir
Carta de motivación

Madrid | Provincia de Madrid | Tiempo completo

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