IT Service Management (ITSM) Analyst – Banking Sector

FinecoBank S.p.A.; Milano; In loco; EUR 35.000 - 50.000; Tempo pieno

Descrizione del lavoro

FinecoBank S.p.A. is seeking a Mid-Level IT Service Management Analyst to enhance IT service delivery, incident management, and ensure compliance with banking regulations. The role includes tracking incidents, generating reports, collaborating with IT teams, and maintaining high service quality in line with industry best practices. Candidates are expected to have relevant experience and a strong understanding of ITIL principles, with knowledge of key regulations such as DORA and GDPR being beneficial.

Competenze

• At least 2 years of experience in IT support or IT operations.
• Basic SQL knowledge for data extraction and reporting.
• Familiarity with ITSM tools and banking IT operations.

Mansioni

• Monitor and escalate IT incidents and service requests using the ITSM tool.
• Support the Change Management process and collaborate with IT teams.
• Generate reports on incident trends and IT service availability.

Conoscenze

Incident Management

ITIL Concepts

Data Analysis

Problem Solving

Communication

Formazione

Degree in Science / Technology disciplines

Strumenti

ServiceNow

BMC Remedy

Jira Service Management

Descrizione del lavoro

We are looking for a Mid-Level IT Service Management (ITSM) Analyst to support the monitoring and optimization of ITSM processes within the ICT & Security Division. This role is ideal for individuals interested in IT service delivery, incident management, and ITIL best practices. The selected candidate will work closely with IT support teams, ensuring the adoption of best practices and compliance with industry regulations such as DORA (Digital Operational Resilience Act), EBA Guidelines, PCI-DSS, ISO 27001, and GDPR, while maintaining high service quality and efficiency.

Key Responsibilities

• Monitor, track, and escalate IT incidents and service requests using the bank’s ITSM tool.
• Ensure all IT incidents are logged, categorized, and resolved within the agreed Service Level Agreements (SLAs).
• Identify recurring issues and collaborate with IT teams to implement problem management solutions.
• Maintain compliance with banking security policies, risk management policies, EBA guidelines, and DORA resilience requirements during incident handling.
• Support the Change Management process by reviewing change requests for risk, resilience, and regulatory compliance.
• Coordinate with IT teams to ensure appropriate approvals for IT changes affecting critical banking systems.
• Assist in Root Cause Analysis (RCA) for major incidents and problem management activities.

ITSM Tool Administration & Reporting :

• Utilize ITSM platforms to monitor and manage IT services, ensuring compliance with various KPIs.
• Generate reports on incident trends, SLA performance, resilience tests, and IT service availability.
• Assist in automating ITSM processes and improvements for audit, compliance monitoring, and DORA reporting.

Regulatory Compliance & Security Considerations :

• Ensure IT service processes align with banking regulations, including :
• DORA (Digital Operational Resilience Act) : Compliance with ICT risk management standards, resilience testing, and incident reporting.
• EBA Guidelines on ICT and Security Risk Management : Adherence to European Banking Authority requirements for IT service resilience and security.
• PCI-DSS, ISO 27001, GDPR : Ensuring compliance within ITSM activities.
• Support internal and external IT audits by providing documentation and reports on IT service performance.
• Assist in maintaining CMDB (Configuration Management Database) records for regulatory reporting and compliance audits.

Communication & Stakeholder Collaboration :

• Work closely with IT support teams, security teams, and business units to ensure smooth service operations.
• Provide clear and concise updates on ongoing issues and service resolutions.
• Assist in creating knowledge base articles and training materials for end users.

Education : Degree in Science / Technology disciplines or equivalent experience.

ITIL Knowledge : Basic understanding of ITIL concepts (certification is a plus).

Technical Skills : - Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management). - Basic knowledge of IT infrastructure, Security, and Banking IT operations. - Basic SQL knowledge for data extraction and reporting. - At least 2 year of experience in IT support, IT operations, or an ITSM-related role.

Regulatory Knowledge : Basic understanding of DORA, EBA Guidelines, PCI-DSS, ISO 27001, and GDPR in the context of IT Service Management.

Data analytics & Problem Solving : Ability to collect, analyze, and interpret data from different sources to identify anomalies, trends, and suggest improvements to meet SLA / KPI targets.

FinecoBank S.p.A. - Internal Use Only

Soft skills : Excellent written and verbal communication skills to interact with IT teams and business users.

Attention to Detail : Ability to follow ITSM processes and maintain accurate documentation for audits.