A Service Analyst is required to join the Short Term Borrowing domain within RBS to liaise between the Customer Journey Developer and the Technical Architect to understand how the Customer Journey will impact the supporting IT function. Once they understand both sides of the process, they will then work with the ServiceNow team to create an image of how this should look and subsequent dashboard for various technical teams to use. This it to allow a range of teams across the business to have a visual representation of what platforms and applications are linked with each other and exactly what dependencies they have on each other to allow them to make the correct decisions before making technical changes. All Journeys across STB (card services, 0% balance transfer, gambling lock, high cost credit, Loans) are interlinked and need to be altered to make technical changes when enhancements are added. The bank have always made changes based on the technical application itself but now want to make them based on the customer journeys. As the Customer Journeys continue to be defined a service will be created to show the platforms, applications and dependencies behind the service to make future technical changes based on user stories easier to understand. A successful programme would end up with bank having a range of ServiceNow dashboards which clearly demonstrate the relationships between applications and platforms with the click of a button.
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