Customer Service Analyst, Information Management Services Bank for International Settlements Basel, Switzerland
Customer Service Analyst, Information Management Services (x2)
Office location : Basel
Department : General Secretariat
Unit : Information Management Services
Service : Service Management
Employment - Duration : 3 years
Contract type : Fixed-term
FTE% : 50% - 70%
Application Deadline : 25/11/2012
Description
Purpose of the job:
• To support the delivery of both internal and outsourced IT services to internal and external customers according to agreed levels of service.
• Act as focal point for customer liaison and provide an effective and efficient interface between IMS and its internal customers.
• Drive the efficiency and effectiveness of the incident, problem, request and change management processes.
• To assist with Project Office coordination and administration.
Principal accountabilities:
• Incident and Problem management
Minimizes the impact of incidents and problems on the business by restoring the normal state of IT services as quickly as possible, helping to identify problem solutions and prevent their reoccurrence and ensures that the best possible levels of service quality are maintained in coordination with external service providers.
• Release and Change Management
Coordinates the implementation of changes in IT services and ensures that standardized methods are used for efficient handling of all changes, to minimize adverse impacts of changes to business operations and the users of IT services.
• Request Management
Processes and monitors IT service requests.
• Software Management
Supports the external service provider in the development, testing and rollout of software.
• Configuration Management
Identifies and reports on configuration items and their relationships that support the IT services.
• Hardware Provisioning
Organizes the purchasing of hardware based on business needs and coordinates systematic renewal of hardware.
• Project Office Coordination:
Maintains processes to ensure project management documentation, reports and plans are relevant, accurate and complete and acts as a reference point for PMO queries.
Qualification:
• College Diploma or University Degree in Computer Science or related field.
• ITIL qualification desirable.
Skills:
• Outstanding customer service skills with a proactive customer and service orientation.
• Ability to demonstrate initiative, drive and enthusiasm.
• Good organisational and time management skills, accuracy, speed and attention to detail.
• Ability to effectively balance workload of providing excellent customer service while attending to on-going operational tasks.
• Able to carry out assigned tasks in a professional, efficient and timely manner with a sense of ownership and follow through.
• Excellent communications skills to enable delivery of clear communication to different audiences, to manage customer expectations and service partner deliverables.
• Fluency in English. A second major world language desirable.
Work experience:
Minimum of three years’ experience in a role with direct customer contact, preferably in an international environment.
The BIS employs staff on both open-ended and fixed-term contracts. However, all new entrants are initially recruited on a fixed-term basis. Due to our status as an international organisation we are in the privileged position to be able to recruit any nationality.
To Apply:
https://ch.tbe.taleo.net/CH02/ats/careers/requisition.jsp?org=BIS&cws=1&rid=104
Office location : Basel
Department : General Secretariat
Unit : Information Management Services
Service : Service Management
Employment - Duration : 3 years
Contract type : Fixed-term
FTE% : 50% - 70%
Application Deadline : 25/11/2012
Description
Purpose of the job:
• To support the delivery of both internal and outsourced IT services to internal and external customers according to agreed levels of service.
• Act as focal point for customer liaison and provide an effective and efficient interface between IMS and its internal customers.
• Drive the efficiency and effectiveness of the incident, problem, request and change management processes.
• To assist with Project Office coordination and administration.
Principal accountabilities:
• Incident and Problem management
Minimizes the impact of incidents and problems on the business by restoring the normal state of IT services as quickly as possible, helping to identify problem solutions and prevent their reoccurrence and ensures that the best possible levels of service quality are maintained in coordination with external service providers.
• Release and Change Management
Coordinates the implementation of changes in IT services and ensures that standardized methods are used for efficient handling of all changes, to minimize adverse impacts of changes to business operations and the users of IT services.
• Request Management
Processes and monitors IT service requests.
• Software Management
Supports the external service provider in the development, testing and rollout of software.
• Configuration Management
Identifies and reports on configuration items and their relationships that support the IT services.
• Hardware Provisioning
Organizes the purchasing of hardware based on business needs and coordinates systematic renewal of hardware.
• Project Office Coordination:
Maintains processes to ensure project management documentation, reports and plans are relevant, accurate and complete and acts as a reference point for PMO queries.
Qualification:
• College Diploma or University Degree in Computer Science or related field.
• ITIL qualification desirable.
Skills:
• Outstanding customer service skills with a proactive customer and service orientation.
• Ability to demonstrate initiative, drive and enthusiasm.
• Good organisational and time management skills, accuracy, speed and attention to detail.
• Ability to effectively balance workload of providing excellent customer service while attending to on-going operational tasks.
• Able to carry out assigned tasks in a professional, efficient and timely manner with a sense of ownership and follow through.
• Excellent communications skills to enable delivery of clear communication to different audiences, to manage customer expectations and service partner deliverables.
• Fluency in English. A second major world language desirable.
Work experience:
Minimum of three years’ experience in a role with direct customer contact, preferably in an international environment.
The BIS employs staff on both open-ended and fixed-term contracts. However, all new entrants are initially recruited on a fixed-term basis. Due to our status as an international organisation we are in the privileged position to be able to recruit any nationality.
To Apply:
https://ch.tbe.taleo.net/CH02/ats/careers/requisition.jsp?org=BIS&cws=1&rid=104
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