Role Title:  Service Architect ServCo

Business: Digital Business Services

New or Existing Role: New

Flexible on location across the UK

Grade: GCB 4 

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

Digital Business Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Operations, Services and Technology combines global expertise and technology to help keep us ahead of the competition.

We are currently seeking an ambitious individual to join our team as Service Architect ServCo, working together with colleagues to define, manage and achieve divisional business targets. 

Role Purpose

The ServCo ServiceNow Architecture role is responsible for providing consultancy on the overall design and integrity of the HSBC ServiceNow instance and its interactions with source data systems/applications (platforms) that support the Servco service offering.

In this role, you will:

• Define solutions, working with the Development and Business Analyst team, to ensure we maintain system integrity utilising ServiceNow best practices and out-of-the-box functionalities, where possible
• Accountable for ensuring ServiceNow platform architecture reflects the needs of HSBC enterprise wide requirements and the individual would represent ServCo instance in the enterprise forums / initiatives
• Responsible for creating platform roadmaps & ensuring cost effective, compliant and appropriate architectures are developed
• Ensure the solution designs are compliant with the platform architecture and roadmap
• Ensure design of products and services meet mandatory and regulatory compliance requirements
• Accountable for ensuring that operational issues (performance, operator intervention, alerting, design defect related issues, etc) are addressed in the product architecture and fed into the backlog of change on an ongoing and regular basis
• Ensure ServCo ServiceNow solutions are scalable and consistent across a complex matrix organisation
• Ensure development practices are standardised and adhere to best practices, where possible
• Identify service improvement opportunities and consider the impact of the improvement efforts
• Manage and prepare system upgrades, review enhancements and new releases of ServiceNow platform to identify potential opportunities / risks

Qualifications

To be successful in the role, you should meet the following requirements:

Knowledge

• In-depth knowledge and experience of ServiceNow 
• A proven track record of knowing what it takes to provide a consistently first class customer service internally and/or externally
• Good understanding of standards concepts and industry best practices 
• Knowledge of integrating ServiceNow platform with other systems
• Knowledge of data visualisation tools

Experience

• Experience in delivering complex programs and initiatives simultaneously
• Delivering products / solutions within a complex / highly customised ServiceNow instance
• Ability to operate effectively in a complex matrix driven environment
• Capability to navigate conflicting strategic priorities and decisions
• Ability to question and challenge pragmatically
• Outstanding written and verbal communication skills with excellent interpersonal skills
• Outstanding analytical and financially literate skills
• Cultural sensitivity and good understanding of local customer needs
• Excellent ability to build effective working relationships with senior stakeholder management and establish credibility amongst a wide and demanding client group
• Experience in working with an outsourced development team / service provider
• Experience of working with large datasets

Qualifications

• ServiceNow certified Developer / Architect accreditation (preferable) 
• Bachelor’s degree or equivalent professional experience required
• Proven and progressive experience within a service oriented environment
• Formal certification in Service Management preferable

You’ll achieve more when you join HSBC.  

https://www.hsbc.com/careers

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Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.