ITSM Governance & Service Quality Analyst (Capital Markets)

Responsibilities:

• Drive standardisation and continuous improvement of ITSM processes (Incident, Problem, Change, Request Management)
• Define, document and enforce best practices across global teams (Confluence)
• Lead Run governance forums and track service performance through KPIs and reporting
• Monitor production quality and drive improvements across Capital Markets support teams
• Develop and maintain reporting dashboards/tools (Excel, Power BI, Tableau)
• Coordinate Major Incidents and support crisis management across teams
• Oversee Business Continuity (BCP/DR), including DR coordination and annual exercises
• Lead Change Management activities, including CAB, emergency changes and reporting
• Ensure data quality and consistency across ITSM activities (incidents, requests, changes)
• Prepare and present operational in...