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 insights to stakeholders and management • Drive continuous improvement initiatives, including maturity assessments and process optimisation • Coordinate cross-functional projects impacting production support and operations Requirements: • Bachelor's Degree in Computer Science, IT or related field • 2 to 5 years of experience in ITSM / Production Support / Run environment • Minimum 2 years of experience in ITSM governance or Run Quality • ITIL Certification (Advanced preferred) Technical Skills: • Advanced Microsoft Excel (including Macros) • Power BI or Tableau (reporting & dashboards) • JIRA (ticketing tool) and Confluence (documentation) • Microsoft PowerPoint Nice to Have: • SQL or Python • Exposure to Capital Markets / Banking applications Key Competencies: • Strong understanding of ITIL processes and support operations • Good project management skills for cross-functional initiatives • Strong stakeholder management and influencing skills • Analytical mindset with ability to translate data into actionable insights • Able to manage multiple priorities in a fast-paced environment • Proactive, structured and detail-oriented Additional info: • Standard working hours • Occasional weekend support (approximately 3 to 4 times per year) for BCP/DR activities • Flexibility to support Paris time zone when required, on a rotational or ad-hoc basis To apply, please visit www.gmprecruit.com and search for Job Reference: RY7V9X6R To learn more about this opportunity, please contact Yingying at yingying.lai@gmprecruit.com We regret that only shortlisted candidates will be notified. GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239