IT Service Management (ITSM) Analyst – Banking Sector Fineco Bank is a leading European bank with a 20‑year history and a fully digital DNA. The bank adopts a branchless approach and offers a one‑stop solution covering trading, investment, and payment services. It has built a 100 % proprietary platform that supports all customer needs—from listed and OTC trading to investment products such as mutual funds and ETFs, as well as domestic and international banking and payment solutions.
We are looking for a Mid‑Level IT Service Management (ITSM) Analyst to support the monitoring and optimization of ITSM processes within the ICT & Security Division. The role focuses on IT service delivery, incident management, and ITIL best practices. The analyst will collaborate closely with IT support teams and ensure compliance with regulations such as DORA, EBA Guidelines, PCI‑DSS, ISO 27001, and GDPR, while maintaining high service quality and efficiency.
Key Responsibilities
Monitor, track, and escalate IT incidents and service requests using the bank’s ITSM tool.
Ensure all incidents are logged, categorized, and resolved within the agreed SLAs.
Identify recurring issues and collaborate with IT teams to implement problem management solutions.
Maintain compliance with banking security policies, risk management policies, EBA guidelines, and DORA resilience requirements during incident handling.
Change & Problem Management
Support the Change Management process by reviewing change requests for risk, resilience, and regulatory compliance.
Coordinate with IT teams to ensure appropriate approvals for changes affecting critical banking systems.
Assist in Root Cause Analysis (RCA) for major incidents and problem management activities.
ITSM Tool Administration & Reporting
Utilize ITSM platforms to monitor and manage IT services, ensuring compliance with KPI targets.
Generate reports on incident trends, SLA performance, resilience tests, and IT service availability.
Assist in automating ITSM processes and improvements for audit, compliance monitoring, and DORA reporting.
Regulatory Compliance & Security Considerations
Ensure IT service processes align with banking regulations, including DORA, EBA Guidelines, PCI‑DSS, ISO 27001, and GDPR.
Support internal and external IT audits by providing documentation and reports on IT service performance.
Assist in maintaining CMDB records for regulatory reporting and compliance audits.
Communication & Stakeholder Collaboration
Work closely with IT support, security teams, and business units to ensure smooth service operations.
Provide clear and concise updates on ongoing issues and service resolutions.
Assist in creating knowledge base articles and training materials for end users.
Requirements
Education : Degree in Science/Technology disciplines or equivalent experience.
ITIL Knowledge : Basic understanding of ITIL concepts (certification is a plus).
Technical Skills :
Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
Basic knowledge of IT infrastructure, security, and banking IT operations.
Basic SQL knowledge for data extraction and reporting.
At least 2 years of experience in IT support, IT operations, or an ITSM‑related role.
Regulatory Knowledge : Basic understanding of DORA, EBA Guidelines, PCI‑DSS, ISO 27001, and GDPR in the context of IT Service Management.
Data Analytics & Problem Solving : Ability to collect, analyze, and interpret data from different sources to identify anomalies, trends, and suggest improvements to meet SLA/KPI targets.
Soft Skills : Excellent written and verbal communication skills to interact with IT teams and business users.
Attention to Detail : Ability to follow ITSM processes and maintain accurate documentation for audits.
Additional Attributes :
Passion for ICT and security: interest in new technologies and industry trends.
Teamwork: proven ability to work in teams with different levels of seniority.
Proactivity: ability to identify and solve problems independently.
Result‑oriented mindset: confidence in one’s abilities and determination to achieve objectives.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Location Milan, Lombardy, Italy
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