Service Design Analyst (Business Analyst) (Ref:MM/1018)

Business Analysis - Customer Experience Design - Process Analysis - Service Management
Warsaw, Permanent or B2B contract

Are you open-minded and passionate about business analysis in IT? You want to develop your career as a Service Design Analyst? You want to direct yourself to banking and IT expertise working in ambitious and stimulating projects? Join Margo!

Role overview:
As a Service Design Analyst you will have an opportunity to work in one of the most exciting areas in Infrastructure Technology in one of the big investment banks within the Group CTO Service Management Office, Service Design Office (SDO) team.

The Service Design Office provides the governance, tools, processes and integration services required to transform from a technology product to a customer focused, service driven organization.

The Service Design Analyst will provide centralized design and business analysis expertise to assist the federated Service Teams to create and deliver services.

Our goal is to create a service oriented operating model and culture. These services highlight the customer experience as the key driver in a well-managed, efficient, commercial organization.

As a member of the team, you are responsible for:
Engagement with the Service Owners within Group CTO to support Service Onboarding and Implementation activities:

  • Provide on-boarding services to GCTO, enabling a seamless transition from products to services

  • Drive the end-to-end service definition and design activities including SDP, Service Definitions, Support Agreements/models, Catalogue items, capturing results and producing related processes and documentation.

  • Drive key decision points across design, features and functionality (includes decisions around service offerings, options, costs, SLAs and support model) in partnership with Service and Capability lines

  • Act as key liaison between Service lines, Capability lines and Service implementation  teams to deliver services and capabilities

  • Act as business analyst in translating customer needs into functional requirements

  • Build consensus between various teams to define solutions to improve end-to-end process ordering and fulfillment processes by leveraging automation and APIs

Engagement with Customers to Improve Customer Experience:

  • Focus on the Customer Experience and delighting our customers

  • Develop an engagement plan with “real” customers of the services to understand their current pain points and collect requirements

  • Develop customer journey maps that will provide an improved and simplified end-to-end customer experience

  • Drive requirements and process discussions across various groups of customers and stakeholders

Service / Capability Implementation Framework:

  • Leverage our standard framework to onboard Services and Capabilities to support the transformation from product to services

  • Collaborate with the Service Design team to maintain and improve the framework

  • Drive adoption of the Framework by all Service / Capability lines and monitor status of Service Transformation

Service Performance Management:

  • Develop and provide Service Performance Metrics to monitor ongoing Service health from the consumer and service owner perspective

The position is ideal for you if:

  • You have proven track record of a few years’ experience in roles such as Service Design Analyst, Business Analyst, Process Analysis and Design, Customer Experience Design or Service Management Specialist, in a global and matrix-structured organization, Banking/Finance domain preferred

  • You have ability to plan, facilitate, capture, and manage business requirements and to translate these into service design artefacts

  • You have ability to work with customers to understand their needs and current experience for translation into technical solutions, ensuring overall performance and satisfaction with IT

  • You have experience in identifying customers (e.g. consumer of end user services as well as application development teams), defining customer profiles (e.g. personas) and then defining customer journey maps that will address the needs and pain points of each customer profile

  • You have understanding of Service design and IT services within large Enterprise environment and or exposure to large transitions or transformation initiatives in multi-sourced environments

  • You have ability to define IT Service and Operating Level Agreements for service offerings

  • You have ability to outline how the organization structure, processes, teams and roles need to change to enable delivery of requirements

  • You have experience in leading global, culturally diverse and virtual teams in a matrix-structured international organization

  • You have very good English language skills

It would also be great if you have:

  • Experience in design and improvement of ITSM processes, specifically Service Design Phase

  • ITIL Foundation Certified. Intermediate certifications or ITIL Expert certification are a bonus

  • Certified SCRUM Master a plus

  • Understanding and experience in Software / Systems Development Life Cycle (SDLC)

  • Experience in ServiceNow

  • A few years' experience in IT process management/re-engineering initiatives

  • Experience in workflow analysis, design and process re-engineering principles

  • Analysis Techniques (Competitive & Benchmarking Analysis, Stakeholder Analysis, Cost Benefit Analysis, Gap Analysis, Feasibility Analysis, SWOT Analysis, SIPOC etc.)

  • Working knowledge of project tools such as JIRA and Confluence

Joining Margo you can expect:

  • Ability to work in international consulting company, a leader in its industry in France

  • Ambitious projects in the IT sector

  • Permanent contract or B2B cooperation

  • ­­­Benefits such as medical care and sports card

  • Opportunities for development (planning career paths, trainings, opportunities to switch between projects, including changes of position, opportunities to engage in additional activities)

  • Very good atmosphere of work, integration events


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