IT Service Delivery Analyst

1 week ago

Sydney, New South Wales, Australia NAB - National Australia Bank Full time

Work type:
Fixed term Full time

Location:
NSW- Sydney CBD

  • Opportunities for career progression throughout the business
  • Great engaging work environment where customer advocacy is highly valued
  • We are focused on your learning & development

A career that gives you more
It's more than a career at NAB. It's about more opportunity, more moments to make a difference and more focus on you.

You make NAB. You get it done for our customers and our communities. You're laying the foundations for NAB's future success. Together we'll grow, excel for our customers, and make this a workplace to be proud of.


It's a good time to see what more you can find at NAB as IT Service Delivery Analyst within NAB's Personal Banking Group.


The Role


It's an entry level position in the Service Delivery (SD) team within the Technology Delivery (TD) area and is a parental replacement role spanning 12 months.

This team supports Citi branded Consumer Business (CCB) division for credit cards and white label products. Key responsibilities will be to work across all facets within the service delivery domain like change, tech release, incidents, SLA's and reporting to name a few

Key responsibilities

  • Work closely with Citibank regional technology teams who maintain and support the technology platform.
  • Manage communication between business, technology, and external partner to ensure clear, concise, and transparent messaging is maintained.
  • Management of daytoday technology delivery activities with Citibank
  • Collaborate with multiple business areas, operations, technology and various internal/external stakeholders on incidents, changes, or release impacting the CCB.
  • Represent the SD team in various internal and external forums.
  • Review and assess change including tech releases impacting the CCB business areas or white label partners.
  • Ensure governance items are completed for changes being deployed as part of tech releases.
  • Oversee test plan, review, execution, and assurance for any changes or tech releases
  • Communicate the impact and support requirement to relevant stakeholders or partners.
  • Coordinate implementation of change/release and ensure adequate support on the day. Coordination of business readiness activities.
  • Own and help coordinate the resolution of assigned incidents. Follow through with all incidents to ensure they are taken to conclusion.
  • Communicate the impact and work around for ongoing issues to relevant stakeholders
  • Engage the Citi technology team to open bridges/chat groups for major & critical incidents
  • Escalate nonresponse or ageing issues to the next level for attention.
  • Support incident management, coordination or post implementation testing activities for monthly/quarterly technology releases or other planned changes.
  • Track incidents assigned and the progress on an ongoing basis. Identify and appropriately escalate issue not getting traction or response
  • Producing various status update reports for changes, technology release or incidents
  • Roster based or Oncall out of hours support is expected as part of the role.

Key skills and experience

  • 3+ years with incident management, production support or change management functions within the financial space.
  • Exposure to systems managing credit cards, baking or online/mobile channels preferred.
  • Previous Citibank Operations/Technology experience is desirable.
  • Demonstrated ability to work under pressure to meet tight deadlines and approach work methodically with attention to detail
  • Strong coordination and communication skills.
  • Able to display resilience in high pressure situations and environments.
  • Must be selfmotivated and able to work to objectives either alone or as a member of a small team
  • Able to work in a high availability environment with rostered weekend work /after office hour responsibilities.
  • Strong passion for problem solving and cando attitude.
  • Be a team player and proven ability to collaborate and achieve effective outcomes.

Your new team
We know that life's about more than money. That's why we're so driven to do great things in the tech and digital space.

We are rapidly building top-notch data and analytics platforms in the cloud, with a new culture and ways of working, adopting FinTech start-up mentality and financial innovation.

We are working more agile than ever, so that we can deliver a great banking experience to our customers.

We're NAB
We believe success comes from our people.

We're committed to supporting your talent and skills through your career, as you help us build a culture that affects change for our customers - and for the community too.

We are proud to have dedicated $55 billion to help address climate change, be recognised as a Gold employer of LGBTI Inclusion by AWEI, endorsed as an employer for Women by Work180, have an African Australian Inclusion Program, Grad Programs, and Traineeship and Internship Programs.

We are an e

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