Consultant Specialist

• Incident Management: Provide 24*7 support in managing all incidents reported for the PayMe team. Co-ordinate with the support teams for triage and manage communication with various stakeholders throughout the lifecycle of the incident
• Problem Management: Ensure all incidents have a problem ticket logged and subsequent actions followed up with the ITID Problem Management team and the involved support teams. Responsible to manage SLAs and target times set for each problem ticket
• Availability Management: Liaise with the Global Outage management team to ensure all complete/degraded outages are captured accurately for reporting purposes
• Documentation Management: Makes updates to the support model and other documentation to accurately reflect the current application functionality
• Understand current Service Management tool sets
• Subject Matter Expert on defined Process and Tool(s) interactions and flow
• Assist with leading Service Improvement activities thereby ensuring the highest level of service is provided to our customers
• A proactive problem solver: demonstrates and fosters proactive behavior and partnering within their direct team
• influences same with peers
• Project Management skills: able to define, drive and lead small – medium Service Management initiatives and projects with internal and external teams
• Researches: communicates and documents process capability requirements, including costs, while providing recommendations and alternative solutions where applicable
• Effective Process Design: understands and applies “Lean” concepts as well as industry process best practices such as COBIT and ITILv3

• 5- 7+ years IT experience in a Global company
• 5 years of relevant Service Management experience
• Microsoft Office Suite, Excel, PowerPoint, Visio, and Project
• Expert in IT Service Management Policies, Process Design & Development
• Knowledge/experience in documenting business and functional requirements, processes, and interfaces
• Subject Matter Expert across the Service Management lifecycle
• Demonstrated ability to be an effective team member and lead solutions for complex initiatives, services requests, business or technical issues
• Excellent planning, organizing, and project management skills
• Ability to interact effectively with geographically and culturally diverse Business Units
• Strong customer, quality and results orientation
• Excellent planning, organizing and project management skills
• Ability to take ownership of, and focus on critical initiatives
• Excellent verbal, written and presentation skills
• Ability to interact effectively at all levels and across diverse cultures
• Ability to be an effective team member and project leader
• Ability to recognize and embrace change as the external environment and organization
• Knowledge/experience in documenting processes and interfaces using common tools (e.g., JIRA, Confluence, Global Service Desk, etc.)
• ITIL v3 Foundation certified

HSBC is an equal opportunity employer 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