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Senior Consultant

2 weeks ago

Wellington City, New Zealand BNZ Full time

Worker Type: Permanent Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise "If you can imagine a better future, let's find a way." We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same. The Service Management team provides a crucial capability for BNZ and sits within the Cyber & Governance division within Technology. We are a high performing team focusing on delivering high-quality, customer-centric services that drive service availability and build trust, loyalty and long-term relationships with our customers. By providing effective service management the team supports BNZ to build more resilient services, as well as advocate for customers and colleagues when there is a disruption to service and driving resolution, root cause and continuous improvement processes. This role can be based in Auckland or Wellington. It is a hybrid role with three days in the office and two where you can work flexibly. The team anchor day in the office is Wednesday. Mō te Tūranga | About the Role We sat down with the People Leader (who you would report to) and they told us the following about the role: What are 5-day-to day tasks the person in this role will complete? - As a senior you will coach the team and provide guidance. - Provision of dedicated support function for the BNZ Critical Hygiene Framework supporting all Service Owners and CHF Stakeholder’s across all Division’s in both a reactive and proactive support capability. - Operate first line support for all CHF Incidents and Requests via ServiceNow platform (or MS Teams) where all items are formally & efficiently captured, tracked, triaged, escalated (if required) and resolved in a timely manner. - Coordination and maintenance of all CHF supporting knowledge articles with nominated measure owners ensuring a self-serve level function remains current - Proactive management of Deep dive Health checks providing support to specific teams on measures that are currently challenged, includes divisional risk forums: includes CHF evidence auditing - Provision of measure support providing 1 on 1 or team support as required - Management of new starter briefing sessions to bring new starters up-to-speed on all things CHF and management & ongoing support of weekly Service Owner Group support sessions - Assist in the onboarding of new measures including communicating out to Service Owner community - Management of CHF communications to and feedback from CHF user base and capturing pain points and areas of improvement What is the team culture and environment like? Fun, supportive, driven. Delivery and roll out of the Critical Hygiene Framework and associated measures. What is your management style? Democratic, supportive. What is the most exciting thing about this opportunity? To work in a high-performing team and make a difference for customers and colleagues. What is the most challenging thing about this opportunity? Coordinating effective communication and collaboration across multiple teams under time pressure. What technical skills are REQUIRED for this role? - Experience with Power BI - Experience with ServiceNow - Experience with Data Analytics - Experience working in an agile environment A good team fit, meeting delivery milestones for the CHF platform roll out and continuing the upward trajectory of CHF measure compliance. What is your favourite thing about working for BNZ? The people and opportunity to make a difference for New Zealanders to achieve their goals be that home ownership or starting a business. Why did the last person leave this role? New role within BNZ. What attributes will this person display in order to be successful in this role? Confident and calm under pressure. Determined. Strong communicator both verbal and written. Please note: Advertising closes Thursday 29 May at 11:59pm. Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand - Ehara taku toa i te toa takitahi, engari he toa takitini" - Success is not the work of an individual, but the work of many.”_ Closing Date: 29 May 2025