Senior IT Specialist (Services Management)

Major Responsibilities

A member of the Services Management team to deliver service excellence and provide service support to banks and business partners primarily with respect to their usage of the SWIFT messaging systems, Faster Payment System and other application systems for operation of the highly secure and mission-critical interbank clearing and settlement applications. Duties include:

• Attending to the services support hotline and providing high quality support to the users relating to the system operations and performing problem solving

• Assisting in formulating and running the service operation processes including but not limited to client on-boarding, service maintenance, contingency measures and drill activities, fulfilling relevant service agreements and/or regulatory requirements

• Communicating with banks and business partners in relation to the Company’s services and projects mainly through preparation and issuance of circulars and technical notes, detailing system enhancements and major system releases for users to make the necessary preparatory arrangements

• Assisting in managing development and maintenance works for the company’s website, collaborating with vendor, technology teams and business stakeholders

• Assisting in administrative and documentation works including preparation of working instructions and procedures

• Performing shift duty on a roster basis

Requirements

• University education preferably in business administration or information technology related disciplines

• At least 5 years’ experience for Specialist I (or 3 years’ experience for Specialist II) in the areas of: (i) coordinating implementation and roll-out of systems preferably financial/banking applications, (ii) supporting help-desk for providing system support to users, or (iii) operations of payment systems or banking/financial applications.

• Experience in back-office operation or service with coordination and supporting roles interfacing with internal/external users, stakeholders, and service providers would also be considered

• Knowledge of operating and supporting SWIFT messaging systems is an advantage

• Knowledge of credit data operation, web technology and ITIL processes is a plus

• Fluency in both written and spoken English and Chinese, and fluency in Putonghua is an advantage

• Able to work independently with good communication skill and customer-oriented mindset