Process Expert in Amsterdam

ING is looking for a process expert ITSM (specifically on Incident, Problem, Change and Configuration Management) to strengthen the Process & Organisation team at  TECH/Group Services

Tech Group Services 

Tech is the provider of IT services for ING. Within Tech, Group Services delivers IT solutions and services for and together with internal business partners at ING.

We are looking for a process expert ITSM in a small team of process experts that support our delivery organisation.

What’s a Process Expert within ING Group Services?

As a Process Expert supporting Group Services you will be working in a complex application landscape for the Group Services departments. You work at a place where you are in charge of the correct processes.

Within Group Services we have an Agile delivery model including various (Bus)DevOps teams. Most of the teams and applications operate in a blended sourcing model; consisting of both on- and offshore employees, external vendors and their international employees.

To help us realize our goals and ambitions we are looking for an enthusiastic Process Expert.

We are looking for a driven Process Expert applying procedures, tools and methods, with great understanding of practices and approaches. You are an expert in building relationships/ team working, resolving conflicts and problems with strong influencing and persuading skills. As a Process Expert you have great communicating/listening skills and you are strong in gathering information without losing your focus on your customers. You bring positive energy to the teams and have very good social and communication skills.

Hiring Manager is Dennis Wit

What will you do?

The GS Process Expert as process owner is accountable for defining, documenting and maintaining (GS) processes/procedures within the process (area) he/she has been assigned to in Group Services.

He/She understands the flow from Policy-Minimum Standard- Controls-Procedures-Testing and ensures that the chosen processes/procedures are fit-for-purpose (on a Group Services level) at all times.

He/She communicates new processes/procedures or changes to existing processes/procedures to all relevant stakeholders and acts as first point of contact for the organization in case of questions.

He/She acts as ambassador for the process/procedure(s) and initiates training/awareness activities whenever necessary.

He/She aligns with Central/Enterprise Process Owners and process owners from other domains, participates in cross-domain process communities/guilds as GS representative and actively involves and aligns with process practitioners across GS.

He/She also aligns with GS Control Owner(s) regarding the implementation of Key Controls in the related processes/procedure(s), if applicable.

• Process documentation

  • Validates existence/usability/applicability of globally defined processes/procedures (jointly with GS Control Owner(s) / process practitioners)

  • Ensures that the required (GS) processes/procedures are defined, documented and fit-for purpose (at all times)

  • Ensures that the relevant Control(s) are implemented in the (GS) procedures

• Communication and Awareness

  • Communicates new processes/procedures or changes to existing processes/procedures to all relevant stakeholders

  • Acts as first point of contact for the organization in case of questions

  • Initiates training/awareness activities whenever necessary

• Process Improvements / maintenance

  • Ensures the adopted (GS) process/procedure still is up-to-date and fit-for-purpose on a regular basis (review at least once a year)

  • Identifies and communicates about opportunities/necessities for process improvement and aligns with Central/Enterprise Process Owner

  • Proposes/manages changes to the process, this includes reviewing and approving all proposed changes

  • Acts on signals of processes/procedures that are ineffective or not followed

• Process Performance

  • Defines, develops and communicates GS process (performance) metrics, when applicable

  • Reports on the performance of the process on GS level, if required

• Key Control Testing

  • Works jointly with the GS Control Owner / process practitioners on supporting / resolution of ToD findings

  • Supports analysis of ToE findings, which may result in change proposals for the process/procedure

• Governance

  • Aligns with the Central/Enterprise Process Owner and Process Owners from other domains and participates in cross-domain process communities/guilds as GS representative

  • Aligns with GS Control Owner(s) on the implementation of Key Controls in the processes/procedures

Who are you?

You are a driven Process Expert that must be passionate about processes. You are ambitious with what you and your team want to achieve. You stimulate yourself and the team members towards continuous improvement.  You bring positive energy to the team and have very good social and communication skills.

Your education, experience and background:

• Education at Bachelor/Master level with a strong background in IT.

• Relevant IT experience: 5 years

• Kennis van ITIL processen en CMDB’s

Competencies:

• You are a team player. Teamwork is one of the core competencies of the Process Expert. It is important that you work well with people and share information that is important for others.

• You are open to the input of others and you are prepared to learn from them. You place the importance of a common goal above personal goals. This way, you encourage teamwork in order to achieve mutual goals.

• Professional Expertise/ market focus. You are passionate about IT. You work on the development of your knowledge in certain fields and as your level of experience increases, you also develop deeper and broader knowledge.

• As an Process Expert, you are able to make good analyses. Problem analysis and judgement is therefore an essential competency in this profile. To the customer, you act as an expert in the field of processes.

• You continuously focus on improving your personal performance and that of your team. You strive to achieve high work standards and are not satisfied with average levels of performance.

• Flexibility is required in order to get things done. You do not just give up when things are not going well, and you know who or where to turn to within the organisation if you need support.

• Besides his/her persuasiveness, a Process Expert has the ability to adjust his/her style of communication and take into account the interests of the people he/she is addressing.

• Customer focus and customer interests is paramount: a successful Process Expert comes up with solutions that meet the needs of the customer.

• Planning and organisation: the planning and organisation competency is highly important to do your job as welss as being able to work in a structured manner.

• Organisation sensitivity: You should understand the effects of your decisions within the organisation.

• Taking initiative

• You are an Orange Code rolemodel:

  • You are always a step ahead

  • You take it on and make it happen

  • You help other be successfull

• Actively involves and aligns with process practitioners across GS