Vaga de IT Service Management Analyst

Descrição da Vaga  IT Service Management Analyst (TEC000366)IT Service Management Analyst(Nº do Vaga:TEC000366)DescriçãoIT Service Management AnalystThe ITSM analyst has responsibilities for the operation and deployment of ITSM-related processes and services. This includes: Change ManagementConfirms appropriateness of Primary and affected CIs.Confirms overall data quality adheres to documented standards for details such as Description, Justification Details, Impact Description, Implementation Plan, and Rollback PlanConfirms stakeholders are included and appropriately assigned: Implementers, Approvers, Watchers, etc.Confirms Start/End Times and Duration are appropriateIncident & Problem ManagementTracking, Trending, and reporting of incident and problem ticketsReview priority of incidents and problems, correct if needed Identify repetitive incidents for escalation to team managers for problem managementManage and lead as needed critical incident reviewsRequest ManagementCoordinate IT Service Requests Stakeholders bring services to ServiceNow platformVerify execution of tests according to test plan prior to go-liveSupport the IT to IT Service Catalog (Maintenance)Governance, Controls and Audits Collaborate with IT Governance teams to ensure adequate process controls are applied.Participate with ITSM manager, IT GRC teams and IT Auditors during inspections.QualificaçõesPosition Requirements Advanced EnglishExperience within the Service Management or IT Production function would be beneficial to this role (i.e. Configuration Management, Software Control & Distribution, Service Management, Help Desk) Clear and comprehensive understanding of ITSM modules and their inter-relationships. ITIL Foundation-Level Knowledge (Certification a strong plus).ServiceNow Technical Platform Knowledge and CMDB Management PracticesExcellent written and oral communication skills, with the ability to explain complex issues clearly and concisely to audiences of varying technical levels.Ability to work effectively in geographically dispersed cross-functional teams. Ability to coordinate with various technical and non-technical teams to achieve quality resultsStrong working knowledge of the continual improvement lifecycle. Introduces new ideas and processes which improve performance and productivity.IT Change / Incident / Problem / Request management and working experience within a mature ISO-certified framework (financial services field a plus). Why join BNP Paribas? BNP Paribas is an international bank with leading positions in the European market. It is present in more than 60 countries and employs more than 190,000 people. The Group occupies key positions in its three main areas of operation: Domestic Markets and International Financial Services (whose retail banking and financial services network is part of Retail Banking & Services), as well as Corporate & Institutional Banking, which offers services to corporate and institutional clients.Our presence in BrazilBNP Paribas has been officially operating in Brazil since 1996. Since 2010, when the Securities Services area began operating, the Brazilian unit has the largest number of business lines in Latin America, making it one of the Group's largest operations in emerging markets. Today, in Brazil, the Group is present with the areas of Corporate and Institutional Banking, Asset Management, Insurance (Cardif) and Fleet Management (Arval).Currently, the BNP Paribas Group has around 1400 employees in the country. In Brazil, it is among the largest international investment banks in total assets (R$ 112.5 billion, Jun/23, Prudential Conglomerate, Central Bank), offering a diversity of products and multiple solutions to its clients. "BNP Paribas is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, color, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, citizenship, ancestry, sexual orientation, gender identity and gender expression, or any other legallyprotected status."Local Principal:BR-SP-São PauloTipo de Cargo:ConvencionalCargo:INFORMATION TECHNOLOGYHorário:Tempo InteiroEntity:BNP Paribas CIB