Who are we At Finastra we are a dynamic global provider of open finance software solutions dedicated to expanding access to financial services Our innovative applications span Lending Payments Treasury and Capital Markets and Universal Banking Proudly serving over 8 000 customers including 45 of the world s top 50 banks we aim to boost financial inclusion for all Join us and be part of a vibrant company that embraces diverse perspectives and is committed to doing well by doing valuable Position Overview We are seeking an Expert Technical Analyst - ITSM Framework to lead the definition and implementation of Finastra s IT Service Management ITSM framework This role will be pivotal in bridging business needs with technical solutions ensuring that ITSM processes tools and standards align with organizational goals Key Responsibilities Requirements Gathering Analysis Engage with stakeholders to capture business and technical requirements for ITSM processes and tooling Translate business needs into clear actionable specifications for ITSM solutions ITSM Framework Definition Collaborate with IT leadership to design and document the ITSM framework including processes for Incident Problem Change and Service Request Management Ensure alignment with industry best practices e g ITIL and organizational compliance standards Tooling Specification Integration Define functional and technical specifications for ITSM tools e g ServiceNow BMC Remedy or similar platforms Work closely with engineering teams to validate feasibility and integration with existing systems Stakeholder Management Act as a liaison between business units IT operations and development teams Facilitate workshops walkthroughs and sign-off sessions for requirements and solution designs Documentation Governance Produce high-quality documentation including process flows user stories and technical specifications Support governance and change management for ITSM processes Required Skills Qualifications 7 Yrs Experience Proven experience as a Technical Analyst or Enterprise Architect in ITSM or IT Operations environments Strong understanding of ITIL principles and ITSM best practices Hands-on experience with ITSM tools JIRA ServiceNow etc Excellent analytical problem-solving and communication skills Ability to work in a global cross-functional environment Preferred Qualifications ITIL Certification Foundation or higher Experience in large-scale IT transformation or service management projects Familiarity with cloud-based ITSM solutions and integrations We are proud to offer a range of incentives to our employees worldwide These benefits are available to everyone regardless of grade and reflect the values we uphold Flexibility Enjoy unlimited vacation based on your location and business priorities Hybrid working arrangements and inclusive policies such as paid time off for voting bereavement and sick leave Well-being Access Confidential one-on-one therapy through our Employee Assistance Program find support from our network of Wellbeing Champions and Gather Groups and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work Medical life disability insurance retirement plan lifestyle and other benefits ESG Benefit from paid time off for volunteering and donation matching DEI Participate in multiple DE I groups for open involvement e g Count Me In Culture Finastra Proud Finastra Disabilities Finastra Women Finastra Career Development Access online learning and accredited courses through our Skills Career Navigator tool Recognition Be part of our global recognition program Finastra Celebrates and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best Specific benefits may vary by location At Finastra each individual is unique bringing their own ideas thoughts cultural beliefs backgrounds and experiences together We learn from one another embrace and celebrate our differences and create an environment where everyone feels safe to be themselves Be unique be exceptional and help us make a difference at Finastra