ITSM Process Owner

About Us

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy. 

We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.   

Key Responsibilities

• Lead, organise and control systems administration/management activities within policies/procedures, budget, planning to meet customer requirements.
• Resolve complex problem management issues regarding systems/operations by liaising with outside vendors and partners. May include installations, set-ups, error messages, on line transactions, system/application status, operational procedures in accordance with the service level agreement. Act as a point of escalation for complex problems within the team, providing technical advice and support to others.
• Undertake complex projects requiring specialised technical knowledge.
• Ensure user satisfaction by providing preventive maintenance, troubleshooting and quickly resolving highly complex problems.
• Undertake complex system/network projects/enhancements requiring additional specialise technical expertise. Co-ordinate and allocate the necessary resources and establish the right priorities in the execution of activities in an accurate and timely manner.
• May identify areas for automation and evaluate effectiveness and appropriateness of solutions.
• Define and implement recommendations on complex or ambiguous issues in the area of either systems, or databases, or applications or a combination thereof.
• Review highly complex problem situations and define preventive measures / improvements to processes, procedures or tools.
• May have day to day operational responsibility regarding work allocation, shift schedules, skills development plans, quality checking and follow-up for one or several teams. Provide input to performance management and development of the team(s), liaising with line manager regarding growth opportunities.

Competency Profile

• Takes Accountability for Delivering ResultsDecides on and pursues the best course of action to deliver results following in-depth analyses of relevant issues and conflicting factors and after assessing foreseeable risks; follows through to ensure delivery and closure or escalates as needed.
• Demonstrates Operational ExcellenceSets clear standards for quality of work; adheres to / encourages a continuous improvement mindset; implements procedures, standards and policies to ensure operational success in terms of security, availability, reliability and customer satisfaction
• Expands KnowledgeContinually extends specialist knowledge as a means of anticipating and preparing for changes in the business; uses a variety of methods and opportunities to learn and to exchange knowledge; encourages and facilitates development of others.
• Business Understanding and Commercial SenseApplies understanding of how different divisions contribute to meeting SWIFT's business objectives; understands market drivers of success and encourages changes to improve offerings while optimising commercial performance.
• Builds and Reinforces Customer RelationshipsBuilds and maintains effective working relationships with a range of customers; actively listens to and translates complex needs into appropriate solutions while remaining sensitive to the complexities of the business and SWIFT's commitment to integrity in all relationships; encourages others to demonstrate strong customer focus and responsiveness.
• Leads with a Team FocusEncourages effective team working within and across the department; respects diversity and recognises contributions from colleagues; coaches and leverages others to achieve goals; leads by example and through constant demonstration of SWIFT values.
• Communicates EffectivelyCommunicates effectively across a wide range of practical or theoretical issues ; modifies communication style to optimise understanding by others; clarifies applicable goals, objectives and business situations; acknowledges and respects other views.

What We Offer

We put you in control of career

We give you a competitive package

We help you perform at your best

We help you make a difference

We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.

Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.