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.
Responsibilities
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
Profil
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