Business Support Lead

3 weeks ago

Melbourne, Victoria, Australia ANZ Full time

About Us

At ANZ, we're driving innovation in financial services, harnessing technology and data to improve the financial wellbeing and sustainability of our customers.

About the Role

As a Business Support Lead in our Service Management Team, you'll play a key role in liaising and supporting the business when service-related issues arise. The Business Support team are the front door for the business to escalate issues which are then triaged and managed. They work closely with the Product Support team to address technical service issues and communicate updates and outcomes.

We're committed to delivering exceptional customer experiences, and this role is critical in ensuring our services meet the needs of our customers.

Key Responsibilities

  • Understand the requirements for Service and ensure that the Service Catalogue is updated post discussion with various stakeholders, including Technology and Business Owners.
  • Work with Risk, Governance, and multiple teams in Technology to facilitate remediation activities as required for Tech Areas.
  • Ensure management of IT assets and business impact for asset criticality and Service Level Agreement updates.
  • Identify gaps and work with Business stakeholders on modification of services to cater to consumers across ANZ.
  • Manage stakeholders across the Business Services Domain, including various Tech Areas and business partners across ANZ.
  • Lead and be the voice of consumers for Business Services through complaints analysis and reporting.
  • Review the Identity and Access (IAM) requirements for various Business and Tech stakeholders.
  • Support risk and controls assurance activities across Business Services, in partnership with Tech assurance members.
  • Facilitate Asset Health management and uplift, in partnership with Tech Assurance.
  • Co-ordinate and test Business Continuity Management plans across the Business Services.
  • Must synthesize information from multiple sources and produce meaningful reporting, insights, and action plans.
  • Liaise and facilitate a strong relationship with Audit and co-ordinate audit preparation and execution of business support.

Requirements

  • Strong understanding of Service Management and service lifecycle.
  • Experience in Splunk, Dynatrace, ServiceNow, JIRA.
  • Strong verbal and written communication skills, presentation skills, ability to take a manage escalations.
  • Experience in handling Business and Operations issues with senior stakeholders.
  • Ability to support squad(s) in successfully delivering agile releases through to production environments by taking accountability for the system stability and availability.

We're looking for someone with a strong background in Service Management and a passion for delivering exceptional customer experiences.

What We Offer

At ANZ, we offer a dynamic and supportive work environment, with opportunities for growth and development.

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