Service Management/ Senior Consultant Specialist

Some careers shine brighter than others.

If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Consultant Specialist.

In this role, you will:

• New, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle.
• Define, document and agree the business services offerings attributes, knowledge articles and content.
• Identify and mitigate blockers across deliverables.
• Be an intermediate focal point for all the escalations matters and drive for resolution & root cause analysis.
• Proactively identify problem and resolve, make decisions based on sound, rational judgment and stakeholder needs. Provide suggestions for the improvement of existing knowledge & content management.
• Own and analyse customer requirements, feedback & issues and look at effectively completing them. Strive to deliver outstanding customer service and drive to achieve/improve exceptional customer loyalty, satisfaction.
• Identify services changes from cyber function and other integration Items, including their attributes and relationships for implementation and update service catalogue.
• Team Interaction & Training and Knowledge Sharing
• Operate as part of a global team and responsible for delivery of cyber security services.
• Ensure adherence to the three lines of defense organisational model with clear lines of responsibility, accountability and segregation of duties.
• Ensure compliance with internal audit and external regulators that any organisational changes are fit for purpose and meet their expectations
• Lead & manage team of consultants, analysts & contracts to support & drive the short-term assignments.
• Performance Management responsibility and support career development of team.

To be successful in this role, you should meet the following requirements:

   
• 8+ years of experience in Service Management with at least 4-5 years of experience working on Service Catalogue, Service Request, Knowledge & content management.

   
• Must have good exposure to Agile Scrum practices and methodology

   
• Strong knowledge of ITSM processes and familiarity with other ServiceNow modules

   
• Demonstrated experience in designing and transition process-based services

   
• Ability to transform Business Requirement into Business Process.

   
• Proven ability to lead and facilitate business/technical discussions and training sessions

   
• Excellent verbal, active listening and written communications skills along with demonstrated facilitation, presentation and stakeholder management skills

   
• Proven analytical and problem-solving skills

You'll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by – HSBC Software Development India