Key Responsibilities:

We are looking for a hands-on Service Management analyst with experience working in a fast paced, high-pressured environment, ideally within financial services or large-scale technology firms.

• Service Process Execution and Enhancement:
  • You will ensure the efficient execution, optimization, and continuous improvement of the IT service management processes including Incident, Problem, Change, and Service Request Management and tools. 
  • You will collaborate across departments to deliver top-notch IT services aligned with business goals and user expectations. 
  • You will drive operational excellence, minimizing service disruptions, and enhancing the overall user experience
• Data-Driven Insights: You will analyze ITSM data and metrics to identify trends, inefficiencies, and areas requiring attention or enhancement.
• Continuous Process Improvement : You will regularly evaluate and enhance ITSM processes to ensure their efficiency, effectiveness, and alignment with evolving business requirements.
• Tool Proficiency: You will review and drive ServiceNow (or other interdependent ITSM software tools) for optimal performance. Conduct user training and maintain data accuracy within these tools.
• Informative and Executive Reporting: You will generate periodic reports offering insights into IT service performance. Provide recommendations for improvement based on gathered data.
• Stakeholder Collaboration: You will engage with IT and business stakeholders to collect feedback on ITSM processes and adapt to evolving service needs.
• Documentation and Training : You will develop, maintain, and ensure adherence to ITSM process documentation and standard operating procedures. Conduct training sessions on ITSM best practices, procedures, and tools for IT staff and other stakeholders.
• Audit and Compliance:
  • You will ensure ITSM processes align with organizational policies, standards, and relevant regulatory requirements.
  • You will support ongoing audit exams and work with IT and Business Teams (Risk, Compliance, etc) to provide the required RFIs (Request For Info) timely. 
• Other skillsets: 
• You will operate effectively in highly matrixed and geographically distributed organizations
• You have proactive mindset to look out for improvement opportunities to reduce toil and maximize efficiency 
• You have Excellent communication and presentation skills (verbal and written)
• You are confident in creating strong partnerships and building influence with key stakeholders within and external to CIB
• You have functional expertise in IT Service Management disciplines and/or the Service Now product

Qualifications and Experience

• ITIL 4 Foundation
• 3 or more years of technical experience/background in IT Service Management processes (Incident, Change, Problem, Request and Event) and practices
• ServiceNow and data modeling experience is a plus.
• Prior experience in application development, infrastructure, or production management support.