Company Description

FAB, the UAE\'s largest bank and one of the world\'s most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth.

FAB GBS India is looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting and dynamic industry.



Job Purpose:

• Senior Engineer part of the standards and governance team. Mainly responsible for producing and publishing service reports and dashboards using various reporting tools ex. ServiceNow - Performance Analytics, PowerBi, PowerPoint. Also responsible for the Survey Management and Service Outage Management workstreams and working closely with the service teams to identify areas of improvements across the IT processes.
• In addition, this role holds the responsibility of logging and overseeing the enhancements requests logged in Jira related to ServiceNow platform for the processes that are owned by the team.

Key Accountabilities:

Generic Accountability

• Create and publish service reports and dashboards using ServiceNow Performance Analytics module.
• Create Service Requests workflows and execution plans for the catalog items including creation of variables using scripts.
• Perform data quality audits and liaise with the service teams to solve and correct the problem areas across the IT processes.
• Define the roles and responsibilities under service outage management and work closely with the service teams on the outage validation activity.
• Produce and publish service availability reports on monthly basis for the external customers ex. Daman
• Work closely with the service teams on the CSAT trend analysis and identify areas of improvements to enhance the customer satisfaction across GT.
• Manage all the enhancements stories logged in Jira related to ServiceNow for the following processes (Service Request Fulfilment, Service Availability Management, Service Outage Management, Survey Management)
• Review and maintain the service availability process document.
• Report and measure service availability in line with agreed service levels.

Job Context:

Specific Accountability

• ServiceNow Performance Analytics and IT Service Request Catalog hands on experience
• PowerBi administrator

Qualifications

• 10+ Years of Experience in IT Service Management (e.g. Incident, Problem, Change, Configuration, Availability, Continuous Service Improvement) and Service Reporting.
• Subject Matter Expert in IT processes and policies to handle service desk support & desktop support services
• Deep knowledge in IT Service Management and service reporting tools ex. ServiceNow , PowerBi , PowerPoint.
• Microsoft Certified: Azure Fundamentals
• Microsoft Certified: Data Analyst Associate
• ITIL4 Foundation

First Abu Dhabi Bank