ITSM Analyst

****** THIS IS A FIXED TERM CONTRACT 6 Months renewable (maternity cover) ********

MARKET OPERATIONS

Market Operations is globally responsible for the stability and daily IT operations for all financial trading applications for BGC Partners and associated entities. The department consists of several individual disciplines including customer-facing support (“eOperations”), technical support and system management (“Production Support”), and IT Service Management (Incident, Problem, Change, and associated governance routines).

We are seeking a qualified candidate for the following position:

IT Service Management (Incident, Problem & Change) Process Manager

Assist with the running and development of the ITSM function, through the support and continual improvement of key (Major) Incident, Problem and Change Management processes.

The ITSM Analyst, reporting to the Global Head of IT Service Management.

• Support the management of Major Incidents, ensuring efficient resolution and providing effective stakeholder communication.
• Be responsible for clarifying the severity levels of incidents and ensuing Incident Owners and resolving teams follow the required framework.
• Facilitate Major Incident reviews to establish actions to prevent or mitigate future Incidents, recording details to ensure traction and to support Senior Stakeholder reporting.
• Drive Problem diagnosis, both reactive and proactive, to ensure required actions are agreed, prioritised and tasks assigned are monitored through to completion.
• Identify Incident and Problem trends, working with IT owners to co-ordinate preventative actions.
• Work closely with IT Operations, Developers, Project Managers, BAU support teams and 3rd party service providers, ensuring adherence to the IT Change Management Policy.
• Act as an escalation point for Change requesters, approvers and business stakeholders
• Assessment of IT Change impacts / risks and Change Request review to ensure required criteria is met and process followed.
• Oversee regular Technology CAB meetings, preparing and distributing materials prior to and on conclusion of each session.
• Support the maintenance of our ITSM tool, ensuring Services, Application and Configuration CMDBs remain updated to support our IPC Processes.
• Ensure accuracy and the timely updates of IPC tickets to support our regular Stakeholder reporting.
• Create and distribute existing Stakeholder reporting, providing any adhoc or new reporting requirements, whilst maintaining our Reporting Catalogue as required.

SKILLS REQUIRED

• A strong background in Incident & Problem Management roles, with solid understanding of service management frameworks and processes
• Ability to influence and persuade whilst working in a high paced environment.
• Good written and verbal communication skills with the ability to engage both technical and business stakeholders.
• Strong organizational skills with the ability to multi-task
• Thorough ITIL awareness, preferably supported by ITIL certification "Service Operations", "Operational Support and Analysis", or "Problem Management". ITIL foundation qualification is a minimum requirement.
• Familiarity with reporting or business intelligence tools such as Microsoft Power BI is a plus
• Good Excel and general Microsoft Office skills required.