ITSM Specialist

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Service Management Analyst will provide support for both Change Management and Configuration Management. The role acts as the primary interface into the Change Management and Configuration Management process and have responsibility for coordination of all process activities.

 

Specific Change Management responsibilities include but are not limited to :

 

• Facilitation of regular CAB meetings - CAB Leadership

• Manage daily Change Management Operations and filtering of Request for Change (RFC)

• Coordination and execution of the Change Management process on a daily basis

• Prepare all meeting materials; Publish Meeting Minutes and track action items

• Publication of Change Schedule and other operational reports

• Raise and track Change Management related issues and conflicts

• Facilitation of collision mitigation and conflict resolution

• Coordination and execution of the Post Implementation Review process to gauge quality of implemented changes

• Providing input into the development of process policies and procedures

• Providing input and maintenance of process documentation

• Ensures compliance with process policies and procedures

 

Specific Configuration Management responsibilities include but are not limited to :

 

• Maintain information about configuration items required to deliver an IT service, including their relationships.

• Management of a configuration item through its lifecycle, from planning to retirement.

• Linking a configuration item to a change record.

• Classifying a configuration item type into a role supporting a service or system.

• Mapping configuration items to inventory items.

• Responsible for keeping the status of the configuration item current as part of the Change Management process.

• Review and recommend improvements to existing CM processes.

• Assist in implementing audit recommendations.

• Analyze configuration issues and propose appropriate resolutions.

• Providing input and maintenance of process documentation

• Ensures compliance with process policies and procedures

 

Experience, Knowledge, Skills, and Abilities:

• 5-6 years Change Management experience in a Banking / Financial Industry or relevant Industry

• Extensive knowledge of Change Management principles, procedures, and process

• Extensive knowledge of Standards and Best practices relevant to the role

• ITIL Trained or Certified Preferred

• Decision making ability within specified role

• Knowledge in Risk Assessment and Risk Mitigation

• Knowledge in Conflict Mitigation and Conflict Resolution

• Ability to effectively establish Change Management Standards across all organization

• Ability to interact with all levels of organization

• Knowledge of HP Service Manager Tool (Ticketing Tool)

• Proficient in MS Office Applications

 

Job Category:

IT - Technology Services

Posting End Date:

10/05/2026