ITSM Governance & Service Quality Analyst (Capital Markets)
The GMP Group · Singapore ·
The ITSM Governance & Service Quality Analyst manages IT service processes, reporting, and production quality within a capital markets environment. The role involves using tools like Excel, Power BI, Tableau, and Jira to drive process standardization, lead governance forums, and oversee business continuity.
Responsibilities:
- Drive standardisation and continuous improvement of ITSM processes (Incident, Problem, Change, Request Management)
- Define, document and enforce best practices across global teams (Confluence)
- Lead Run governance forums and track service performance through KPIs and reporting
- Monitor production quality and drive improvements across Capital Markets support teams
- Develop and maintain reporting dashboards/tools (Excel, Power BI, Tableau)
- Coordinate Major Incidents and support crisis management across teams
- Oversee Business Continuity (BCP/DR), including DR coordination and annual exercises
- Lead Change Management activities, including CAB, emergency changes and reporting
- Ensure data quality and consistency across ITSM activities (incidents, requests, changes)
- Prepare and present operational insights to stakeholders and management
- Drive continuous improvement initiatives, including maturity assessments and process optimisation
- Coordinate cross-functional projects impacting production support and operations
Requirements:
- Bachelor's Degree in Computer Science, IT or related field
- 2 to 5 years of experience in ITSM / Production Support / Run environment
- Minimum 2 years of experience in ITSM governance or Run Quality
- ITIL Certification (Advanced preferred)
Technical Skills:
- Advanced Microsoft Excel (including Macros)
- Power BI or Tableau (reporting & dashboards)
- JIRA (ticketing tool) and Confluence (documentation)
- Microsoft PowerPoint
Nice to Have:
- SQL or Python
- Exposure to Capital Markets / Banking applications
Key Competencies:
- Strong understanding of ITIL processes and support operations
- Good project management skills for cross-functional initiatives
- Strong stakeholder management and influencing skills
- Analytical mindset with ability to translate data into actionable insights
- Able to manage multiple priorities in a fast-paced environment
- Proactive, structured and detail-oriented
Additional info:
- Standard working hours
- Occasional weekend support (approximately 3 to 4 times per year) for BCP/DR activities
- Flexibility to support Paris time zone when required, on a rotational or ad-hoc basis
To apply, please visit and search for Job Reference: RY7V9X6R
To learn more about this opportunity, please contact Yingying at [email protected]
We regret that only shortlisted candidates will be notified.
GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239