Service & Support Specialist
COO Risk & Finance (COORF) delivers a wide range of Finance and Risk related services in the areas of change, operations, process optimization, data management, analytics and reporting.
Business Partner Services (BPS) circle is part of the COORF Global Services (GS) super circle, focusing on service management.
BPS is looking for a Service & Support Specialist.
Who we are and what we do
As a Service & Support Specialist you are part of the BPS Knowledge Centered Services (KCS) team. The KCS team is a Center of Expertise operating in the area of user service and support.
For KCS, the user always comes first and the aim is helping teams to optimize service and support processes for the best customer experience.
We as KCS are the developers of the Global Service & Support Model for Finance and Risk . This model provides a uniform, transparent and efficient support experience for our users enabling also continuous improvement of the Finance and Risk processes.
KCS is the owner of the My Risk & Finance Services portal. Our portal is the single point of entrance for all users with questions, requests or knowledge needs concerning Risk and Finance related tools and services.
We make use of ServiceNow , which is the backbone of our portal, offering full transparency in all service and support activities for the tribes and circles in COORF and beyond.
We as KCS are also :
The 2nd line support team for Vortex, Approval Package and Loan Pricer. We offer trainings and create instruction materials such as e-learnings and quick reference cards.
The owners of the COO Risk & Finance knowledge base, with the aim of providing more self-service for COORF customers.
Functional lead for sourced 1st line user support activities from GSO locations for COO Risk & Finance services and applications.
What you’ll do :
Contribute to the GS Customer Journey strategy.
Work with teams (in COORF tribes and circles and beyond) to provide insight in their service and support activities and processes and advise them how to improve the customer journey
Onboard teams and their users on ServiceNow and the My Risk & Finance Services portal
Assist teams to contribute to the knowledge base for more user self-service. You help to determine topics for knowledge articles, instruct how to write them and perform reviews.
Maintain and further develop the My Risk & Finance Services portal.
Assist in 2nd line support for Vortex and / or Approval Package / Loan Pricer
Analyze data and build dashboards to monitor progress and determine improvements in customer journey and processes, in line with service KPIs.
About you :
Academic level of working and thinking
Highly service oriented
Highly user and customer oriented
Thorough knowledge of the ING organisation and general banking processes
Knowledge of Risk and / or Finance processes
Agile way-of-working advocate
Good writing skills
Training / presentation / knowledge transfer skills
A good dose of persuasiveness
Fluent in English (verbally and in writing) and confident and effective in the way you express yourself
Nice to have
Knowledge of (credit) risk tooling such as Vortex, concepts, policies, risk calculations and measurements.
Knowledge of ServiceNow
What we offer
A job of 36 / 40 hours and a unique offer that fits in with the times of today. We take into account your home situation and your ambitions and help you to balance work and private life.
Discover yourself our employment conditions.
To give you an idea, we will tell you about the benefits of working at ING :
A salary tailored to your qualities and experience Salary scale 11
Flexible working hours and the possibility to work at home
A reimbursement for travel expenses
24 vacation days with a 36-hour working week. If you work 40 hours a week, you will receive 27 vacation days
13th month salary
Individual Savings Contribution (BIS), 3.5% of your gross annual salary
8% Holiday payment
Personal growth and challenging work with endless possibilities to realize your ambitions
An informal working environment with innovative colleagues who strive for the very best
Progressive way of working according to the Agile method, so that new ideas come to life