COO Finance Business Partner Services – KCS Portal Analyst

COO Finance Business Partner Services – KCS Portal 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

At ING COO Finance we are looking for a Knowledge Center Services analyst who is enthusiastic, passionate and has a financial background, service delivery and hands on mentality.

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 and project skills. Empathy and a positive mindset will help you align with your COO Finance colleagues and business partners.

As Knowledge Center Services colleague, you will be part of the Knowledge Center Services team within the COO Finance Business Partner Services department, located in Amsterdam & Manila. The team ensures onboarding to the Finance & Risk Portal, the ESM Ticketing system and Self-Service based on knowledge articles & logging of tickets via the internal Finance & Risk Portal. You will work closely with the COO Finance & COO Risk colleagues to advice based on the data which Frequently Asked Questions are to be transferred into knowledge articles, actively monitor the backlog of tickets to be resolved timely and routing of approx. 40,000 tickets yearly are according to the first time right requirements. 

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

Key Responsibilities

There are 3 main activities as Knowledge Center Services employee:  

Enterprise Service Management (ESM) 

ESM is a customized module that is part of ServiceNow. On the one end, the ESM module enables the KCS team to build the ticket forms that can be found on the My Risk & Finance Services 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 & Risk domain in case of questions or issues when using ESM ServiceNow ticketing functionality. 

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

• Onboarding new teams in using ESM ticketing: provide information about ESM ticketing, analyze the teams’ support process, design and create ticket forms, set up teams in ESM, train teams in using ESM, assist in user communication, aftercare. 

• Coaching teams in picking up tickets according to support standards and using ESM: how to reply to customers logging tickets, how to write proper answers, how to use ESM correctly. 

• Developing dashboards in ServiceNow (for teams and managers) to monitor ESM tickets and ESM usage and for data analysis. 

• Monitoring and analyzing the teams’ usage of ESM and quality of ticket handling – the data serves as input for further ESM and service improvement. 

• Answering questions on and fulfilling requests for ESM access management. Requesting new groups/roles and making changes to existing groups via Support teams and the ING One-Identity management application. 

• Ambassador of ESM and support standards. Advertising and explaining for teams to be onboarded and management using presentations/demo’s, Yammer messages, mailings. 

• Owner of ESM support processes in the ING workflow tool ARIS. Monitoring and updating flows, alignment and integration of ESM support process with other IT processes, such as incident management and backlog management. 

ServiceNow Knowledge Management 

Knowledge Center Services team is an advocate of self-service; end-users finding answers to questions on tools and services themselves. The My Risk & Finance Services portal hosts a knowledge base with information about tools and services. The knowledge base consists of knowledge articles on a wide variety of topics, written by different teams. Each team within the COO Finance & COO Risk organization contributes articles on the subject in which they are experts. The knowledge base and knowledge articles are created in the ServiceNow backend, using the Knowledge module. 

• Onboarding teams to write for the knowledge base (introduce/explain, set up teams, train teams). 

• Supporting teams in case of questions and issues when using the Knowledge module in ServiceNow. 

• Reviewing readability of knowledge articles written by newly onboarded teams. 

• Monitoring overall quality of the knowledge base based on data while providing templates and writing guidelines. 

• Writing and updating knowledge articles about ESM ticketing, Knowledge and the portal. 

• Owner of ServiceNow Knowledge flow in ARIS. Monitoring and updating flow, alignment and integration with ESM support processes. 

My Risk & Finance Services portal 

The My Risk & Finance Services portal is the single access point for ING internal customers to get support on COO Finance and Risk applications and services or submit operational requests in the COO Finance and Risk domain. It is the place for users to log ESM tickets and to consult the knowledge base. 

• Developing the portal which mainly used for logging ESM tickets and hosting the knowledge base to be continuously more attractive and user-friendly.  

• Maintaining the portal by updating the texts on the portal pages and changes/improve the portal navigation structure. 

• Monitoring portal use by providing insight based on data on how the portal is used, by whom and how often.  

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 a Contract & Service manager you have the following traits and experience: 

• University BSc Degree or equivalent; 

• 4 - 8 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-activeness and persuasiveness; 

• Good analytical skills and sound judgment; 

• Fluent in English (written and spoken); 

• Knowledge of Banking business, processes, procedures.