Job Description

Who are we?

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At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

Position Overview

We are seeking an

Expert Technical Analyst - ITSM Framework

to lead the definition and implementation of

Finastra's IT Service Management (ITSM) framework

. This role will be pivotal in bridging business needs with technical solutions, ensuring that ITSM processes, tools, and standards align with organizational goals.

Key Responsibilities

Requirements Gathering & Analysis

Engage with stakeholders to capture business and technical requirements for ITSM processes and tooling. Translate business needs into clear, actionable specifications for ITSM solutions.

ITSM Framework Definition

Collaborate with IT leadership to design and document the ITSM framework, including processes for Incident, Problem, Change, and Service Request Management. Ensure alignment with industry best practices (e.g., ITIL) and organizational compliance standards.

Tooling Specification & Integration

Define functional and technical specifications for ITSM tools (e.g., ServiceNow, BMC Remedy, or similar platforms). Work closely with engineering teams to validate feasibility and integration with existing systems.

Stakeholder Management

Act as a liaison between business units, IT operations, and development teams. Facilitate workshops, walkthroughs, and sign-off sessions for requirements and solution designs.

Documentation & Governance

Produce high-quality documentation including process flows, user stories, and technical specifications. Support governance and change management for ITSM processes.

Required Skills & Qualifications : 7+Yrs Experience

Proven experience as a Technical Analyst or Enterprise Architect in ITSM or IT Operations environments.

Strong understanding of ITIL principles and ITSM best practices.

Hands-on experience with ITSM tools (JIRA, ServiceNow, etc.).

Excellent analytical, problem-solving, and communication skills.

Ability to work in a global, cross-functional environment.

Preferred Qualifications

ITIL Certification (Foundation or higher). Experience in large-scale IT transformation or service management projects. Familiarity with cloud-based ITSM solutions and integrations.
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

Flexibility:

Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

Well-being:

Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.


Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

ESG:

Benefit from paid time off for volunteering and donation matching.

DEI:

Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).

Career Development:

Access online learning and accredited courses through our Skills & Career Navigator tool.

Recognition

: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.





Specific benefits may vary by location. At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.


Be unique, be exceptional, and help us make a difference at Finastra!