ITSM - Incident & Problem Management

As an ITSM Specialist you will work directly with one of the largest banks in Luxembourg, where you will be part of a dedicated team of 15 persons.

Your role will focus on incident management for critical incidents and problem management. The Senior ITIL Specialist is responsible for ensuring that IT services are delivered effectively and efficiently, in alignment with the ITIL framework. This role involves managing and optimizing IT processes, improving service delivery, and maintaining high standards of IT service management.

The role will include as well on call duty, which is circulating around the team on a weekly basis.

Activities

• Operational process: incident and problem management; being able to support other processes as well.
• Generate and analyze reports on IT service performance, identifying trends and areas for improvement. This includes reports for our regulators.
• Work closely with IT teams, stakeholders, and external partners to ensure seamless service delivery and process alignment.
• Ensure that IT services comply with internal policies and external regulations; proactively propose improvements when necessary.
• Maintain accurate and up-to-date documentation of ITIL processes and procedures.
• Investigate and resolve complex incidents and problems, ensuring they are documented properly, and contributing to root cause analysis efforts, in complete autonomy; be a source of support for team members on these processes.
• Create and maintain documentation related to ITIL processes, including process maps, procedures, work instructions, and service level agreements. Strive for permanent process improvement.
• Liaise with internal and external stakeholders to resolve incidents and problems.
• Train and guide others on the various processes and projects within the team; be able to convince and influence others.
• Enhance IT-related risk management through new cybersecurity measures, aligning with the first line of defense principles.

Profile sought

• Master’s degree in Information Technology, Computer Science, Business Administration, or an equivalent experience.
• At least 5 years of experience in the banking sector, or in a relevant position.
• Fluency in French and English. Any other language is an asset.
• Strong knowledge of IT Systems & Processes, Business Process Improvement, Laws & Regulations, Project Management, Organizational Facilitation, and the Bank Products & Services. Knowledge of Omnitracker and / or ServiceNow would be an advantage.
• Excellent understanding of Service Level Management, Stakeholder Relationship Management, and Business Situation Analysis.
• A collaborative mindset capable of fostering team spirit around them.
• Effective and structured communication skills, both oral and written.
• Able to foster trust and support around them.
• Detail-oriented, rigorous and able to excel in a challenging environment.