Service Analyst

  • Job Reference: R-00134374
  • Date Posted: 7 June 2021
  • Employer: RBS
  • Website: http://www.jobs.rbs.com
  • Location: Delhi
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Full Time

Job Description

Join us as a Service Analyst

  • As a Service Analyst, you’ll be at the heart of helping to transform the bank, connecting with our customers, delivering continuously and learning and living our principles
  • You’ll provide excellent service to our customers through the delivery of one or more service management disciplines, such as incident, problem, change, configuration, capacity, availability or configuration management
  • The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills

What you'll do

In this role, you’ll monitor and undertake technical support for relevant platforms, activities and processes, as well as supporting the central points of customer contact and first or second level support using the incident management, change management and request fulfilment processes.

Day-to-day, you’ll be:

  • Providing efficient and effective support of IT systems
  • Interacting with the Project team, subject matter experts, and business contacts at all levels across a wide range of business units
  • Supporting with the ownership of the service in the areas of specialist knowledge, keeping the customer at the forefront
  • Acting with pace when recovering service, and with thoroughness when considering risk to service
  • Building relationships with internal and external stakeholders involved in the delivery of service in the areas of technical knowledge

The skills you'll need

We're looking for someone with a strong customer focus in their work, as well as a background in technical support. You’ll need excellent interpersonal skills and a keen eye for detail, as well as an understanding of operational processes, services and systems in a banking context or something similar. A broad understanding of our business and its customers would also be an advantage.

On top of this, you’ll bring:

  • Knowledge of application access management and related controls, and an understanding of end to end User Entitlement Reviews
  • The ability to quickly adapt to new systems and duties
  • Knowledge of risk reduction analysis, the Segregation of Duties, and SOX
  • Technical knowledge, including platform, technology, products and domains
  • Knowledge of one or more service management disciplines
  • Knowledge of relevant industry standard toolsets and processes to drive up customer service within an IT environment
  • Knowledge and experience of operational principles