Finance End-User Support Analyst

Finance End-user Support Analyst

Background on what ING is about:

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.

ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!

Job Overview & Your working environment

At ING COO Finance we are looking for an End-user support analyst who is enthusiastic, passionate and has a financial and service delivery background with hands on mentality within the department of Business Partner Services.

COO Finance is performing tasks and responsibilities on behalf of the ING Finance organization globally. The Business Partner Services capability plays a vital role in managing and enhancing the service experience, maintaining strong relationships, making sure services are in-control and meeting or exceeding service level commitments in the Business as Usual and in case of Service Changes. The Business Partner Services team ensures effective communication, collaboration, and satisfaction with our service recipients, including first line support and knowledge support for COO Finance & COO Risk services.

For this position you need to be organizational sensitive, require people, excellent communication and project skills. Empathy and a positive mindset will help you align with your COO Finance colleagues and ING colleagues globally and management. As End-User support colleague, you will be part of a new team within the COO Finance Business Partner Services department, located in Amsterdam & Manila.

The team ensures timely resolution of tickets for end users via the ESM Ticketing system and steer the internal organization based on improvement suggestions and analysis of tickets. Actively steer daily on the backlog of tickets to be resolved timely within COO Finance and routing of approx. 40,000 tickets yearly are according to the first time right requirements. In case of high impact incidents you will be the key person to ensure relevant information is gathered and regularly communicate via different channels.  Also basic first line support activities (f.e. access management, generic information questions) are part of this role. To ensure self-service by end-users, you will work closely with the Knowledge Centered Services colleagues, to advice based on the data you have analyzed, which Frequently Asked Questions are to be transferred into knowledge articles.

Working with a variety of ING stakeholders globally in a multi-cultural environment will offer you the opportunity to support service delivery quality assurance of the COO Finance organization. You will functionally report to the Head of Business Partner Services in Amsterdam. 

Key Responsibilities

There are 2 main activities as End-User support analyst:  

Enterprise Service Management (ESM) 

ESM is a customized module that is part of ServiceNow. On the one end, the ESM module enables the team to build the ticket forms that can be found on the front-end portal. On the other hand, the ESM Agents use the ESM module in the ServiceNow backend to pick up ESM tickets that users logged on the portal by filling in the forms. 

• Supporting users in the COO Finance when using ESM ServiceNow ticketing functionality. 

• Being an active member of the ESM Guild to improve the developing ESM functionality. 

• Onboarding an supporting (new) teams in using ESM ticketing.

• Coaching teams in picking up tickets according to support standards and using ESM.
• Developing dashboards in ServiceNow to monitor progress, usage and for data analysis. 

• Ensuring documentation such as work instructions, manuals and process flows.

Analysis of tickets and monitoring of issues/changes

• Creation of and coordinating Problem review meetings for recurring issues.
• Create overview and steer on breached, non-adequate solutions and re-assigned tickets
• Define self-service and improvement ideas based on ticket analysis including follow-up.
• End to end responsible for the communication with end-users in case of escalations.
• User and management communication on high priority incidents and impacting changes through several platforms
• Quarterly improvement meetings with internal teams for improvements.
• Work on First Line support tickets (mainly Access requests and pw resets) to reduce workload for internal teams.

Key Capabilities/Experience & Minimum Qualifications

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we back you to develop into an even more awesome version of yourself. 

As an End-User Support analyst you have the following traits and experience: 

• University BSc Degree or equivalent; 
• You have several years of experience with the ITIL framework and Service Delivery
• Hands-on experience with creation of dashboards (f.e. via PowerBI).

• 2 - 5 years’ experience in communication and/or customer experience; 

• Knowledge of and experience with ServiceNow application 

• Collaboration skills and ability to work across both functional and geographical lines; 

• Pro-active, persuasive with excellent communication skills.

• Good analytical skills and sound judgment; 

• Fluent in English (written and spoken); 

• Knowledge of IT and Banking business, processes, procedures.