SUMMARY OF THE ROLE

This role will requires the individual to perform a critical function by being fully accountable and responsible for three ITSM processes across all Securities applications: Incident, Problem and Change Management. The position being advertised is to be the single point of contact in the Americas for the ITSM discipline and interfacing with two other geographical regional centers to provide a true follow the sun coverage (8 hours of coverage between 11:30 am and 08:30 pm).

The role requires excellent communication skills and the ability to build relationships with the various teams across IT and will be required to have a clear and strong understanding of the ITSM processes in scope. There will be requirements to demonstrate pro-activeness and ensure ownership and accountability of Incidents, Changes and Problems within the organization. A good understanding and awareness of other ITSM processes is highly desired.

The individual will be interfacing with senior members of the organization and will therefore be required to deliver precise and concise messages in a timely fashion.

The successful candidate will be required to have a clear and strong understanding of the ITIL Incident Management process and have hands on experience with major incident and crisis management processes. Ability to stay calm under pressure is absolutely essential for this role.

With regards to Change Management, the primary objective will be to safeguard the Production environment by screening registered changes and presenting them in a standardized format for stakeholder review; to ensure sufficient due diligence has been performed in order to gain approval and proceed to implementation, as well as to ensure that all auditable points are compliant.

As a Problem Management specialist, you will assist the post-resolution investigation teams to identify the Root Cause for related Incidents, to keep the Problems backlog under manageable levels and to guarantee that all logged Problem tickets comply with the defined quality standards.

Responsibilities

Direct Responsibilities

• Ensure Incidents, Changes and Problems are managed efficiently, economically and effectively by following
• procedures and processes currently in place.
• Lead Major Incident calls with senior business stakeholders to provide incident resolution updates and collect
• business impact.
• Produce hourly business-oriented written communications to provide updates on ongoing Major Incidents.
• Hold process awareness sessions to increase the team’s visibility and position within the organization.
• Produce business-oriented post resolution reports for Major Incidents.
• Schedule, chair and minute Change Advisory Board (CAB) meetings.
• Review and maintain process documentation.
• Challenge stakeholders on process non-compliance and perform the necessary corrective actions.
• Produce and distribute meeting minutes.
• Review Change Request tickets for process compliance.
• Produce periodic and ad-hoc reports on process KPIs, key achievements and next steps.
• Provide the required evidence for audit requirements and participate in audit meetings.
• Power BI proficiency & report creation based on the APS requirement
• Service now reporting.

Technical & Behavioral Competencies

• Solid and demonstrable experience within the ITSM discipline, preferably within the financial industry.
• Power BI proficiency & report creation based on the APS requirement
• Service now reporting proficiency
• 5+ years experience in at least 80% of the Main Responsibilities bullets listed above.
• Essential: 5+ years experience hosting Major Incidents calls with technical and business stakeholders.
• Clear aptitude for service delivery excellence and producing quality results.
• Oriented to serve Business as our ultimate customer.
• Ability to adapt and remain calm under pressure.
• Strong decision-making abilities.
• Excellent proven communication skills, written and verbal.
• Focused on innovation and continuous improvement.
• A quick learner.
• An excellent team player.

Qualifications required for the role:

Essential:

· ITIL Foundation certification mandatory.

· ITIL intermediate certification highly desirable.

· Deep knowledge and long experience on the ITSM processes in scope.

Desirable:

· ITIL Expert is preferred.

· Experience with ServiceNow is a strong plus.

· Experience in working for a financial institution.

· Knowledge of a wide range of ITSM processes.

Specific Qualifications (if required)

• Strong communication skills (written and verbal)
• Good organizational skills
• Basic office software literacy (Microsoft Office, etc.)
• Professional attitude and good interpersonal behavior
• Autonomy and adaptability; must be able to take initiative and be proactive
• Global financial products knowledge, a plus
• Project management skills, a plus
• Power BI