- Company Name
- Crédit Agricole CIB
- Job Title
- ITSM Expert
- Job Description
-
**Job title:** ITSM Expert
**Role Summary:**
Lead the design, enhancement, and enforcement of IT Service Management (ITSM) processes for capital‑market applications across front‑office, back‑office, and risk domains. Ensure high‑quality production support, coordinate major incident resolution, drive continuous improvement, and manage change, knowledge, and disaster recovery activities for a global operations team.
**Expectations:**
- Continuously refine ITSM best practices to increase operational efficiency and reliability.
- Act as liaison between support teams, business users, auditors, regulators, and senior management.
- Own incident, problem, change, and request management workflows, ensuring timely resolution and compliance.
- Oversee production monitoring and quality metrics to meet service‑level objectives.
- Manage release health: run change boards, emergency approvals, and change documentation.
- Lead disaster recovery and business continuity tasks, including testing, documentation, and administrative stewardship.
**Key Responsibilities:**
- **Process Improvement:** Identify gaps, streamline incident, request, problem, and change management across teams.
- **Best‑Practice Development:** Draft global guidelines, deliver training, and foster adoption of run processes and tools.
- **KPI Management:** Design, collect, analyze, and present KPI dashboards to stakeholders; recommend enhancements.
- **Production Monitoring:** Oversight of application health, performance metrics, and root‑cause analysis for capital‑market systems.
- **Regulatory & Audit Liaison:** Serve as primary contact for auditors, regulators, and internal governance bodies on production matters.
- **Major Incident Management:** Coordinate cross‑team response, orchestrate crisis events, and lead post‑incident reviews.
- **Business Continuity:** Act as Disaster Manager for the Capital Market Institute (CMI); run DR tests and maintain recovery plans.
- **Change Management Leadership:** Lead CAB meetings, manage emergency change approvals, stewardship of change templates, and process alignment to reduce incidents.
- **Knowledge Management:** Own Confluence repository, ensuring up‑to‑date, actionable documentation for support teams.
- **AI & Automation Advocacy:** Champion AI‑driven tools to accelerate run and support activities.
- **Quality Assurance:** Monitor data quality of incidents, requests, problems, and changes; report findings to management.
- **Continuous Improvement & Maturity Assessment:** Define maturity matrices for production activity; assess and guide operational teams toward higher maturity.
- **Cross‑Functional Projects:** Coordinate infrastructure, obsolescence, and other projects impacting support operations.
**Required Skills:**
- Deep understanding of ITIL/ITSM frameworks (incident, problem, change, request, major‑incident management).
- Analytical proficiency: KPI development, root‑cause analysis, trend reporting.
- Change‑board facilitation and emergency change management.
- Knowledge base and documentation expertise (Confluence, SharePoint, etc.).
- Disaster recovery & business continuity planning.
- Strong stakeholder engagement: cross‑functional teams, auditors, regulators.
- Excellent communication, presentation, and facilitation skills.
- Experience with AI/automation in support or operations contexts.
- Project coordination ability (e.g., CAPM or PMP exposure).
**Required Education & Certifications:**
- Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
- ITIL v4 Foundation (or equivalent) required; Practitioner/Expert certifications preferred.
- Certifications in change management, DR/BCP (e.g., ISO 22301), or project management are advantageous.
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