IT Operations Analyst

As the premier supplier to our international banking client in Basel, Swisslinx are looking for an IT Operations Analyst to work in a highly experienced IT Operations Team on a contract basis starting ASAP, with the goal of enhancing the ServiceNow platform.

This is a rolling 6 month contract running with option to extend up to five years starting ASAP.

The role is focused on creating reports, metrics and dashboard generation, hardware asset management, gathering requirements for enhancements to ServiceNow, communication around IT changes across the organization. There is also an element of change management to the role, therefore experience with ITIL IT change management would be beneficial.

• Responsible for supporting the IT Operations team primarily in the area of reporting on incident, problem, request and change management within the Bank.
• Coordinate with relevant stakeholders, including IT staff and business users as a focal point for customer liaison and provide an effective and efficient interface between department operations and its internal customers.
• Reporting on operational activities and tracking progress of IT incidents and IT changes to provide updates and metrics as part of 3 Line of Defense activities. Gather and consolidate data and produce reports for the monitoring of IT services. Analyse the output and propose improved processes and appropriate follow-up actions.
• Support the efficiency and effectiveness of the incident and change management processes and configuration management database (CMDB).
• Support the configuration management process and operational activities to ensure CMDB data integrity. Ensure that relevant information assets are documented and maintained in the Bank’s CMDB.
• Release and change management
o Reporting on change management process for changes required in the Bank’s IT production environment.
o Delivers customer-facing communication and collaboration on all operational related activities.
o Assist in coordinating the implementation of changes in IT services and ensures that standardised methods are used for efficient handling of all changes, to minimise adverse impacts from changes on business operations and the users of IT services.
• Project management
o Participates in project activities within IT Infrastructure as assigned.

In order to be considered for this role, you will possess the following skills and experience:
• Minimum of three years' experience in a role with direct customer contact, preferably in an international environment.
• Knowledge of ServiceNow ITSM/ITOM modules.
• An understanding of IT systems and their interaction.
• Excellent reporting and analytical skills and strong knowledge of data management and reporting tools.
• Experience with service management and change management methodologies and frameworks such as ITIL.
• Fluency in English
Please note interviews would be conducted via video call, however the role is based 100% in Switzerland. Our client offers:

• The opportunity to work in a diverse and international environment on a long-term basis
• 50% working from home
• 20 days working remotely from abroad per year
• Modern office in central Basel (50 minutes direct train from Zurich) with subsidised canteen

Are you interested to work in an international environment in one of the most important financial companies worldwide? Then apply now! We look forward to receiving your full application before the deadline on Wednesday 15 May.