Senior IT Business Analyst

<h1><span><b><span>Who are we?</span></b></span></h1><p><span><span><br/></span></span><span><span>At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.</span></span></p><p></p><p></p><p><b>Job Summary:</b></p><p><br/>We are seeking a strategically minded and technically proficient Senior IT Business Analyst to join the Technology Governance Office (TGO) under the CTO organisation. This role is pivotal in strengthening our IT Service Management (ITSM) capabilities, driving governance, and enabling operational excellence across global IT services.</p><p></p><p>You will serve as a key interface between IT operations, service owners, finance, and governance teams—translating business needs into actionable service frameworks, tooling strategies, and performance insights. This is a high-impact role for someone who thrives in structured environments, understands ITSM principles, and can lead initiatives that enhance service transparency, compliance, and value delivery.</p><p></p><p><b>Key Responsibilities:</b></p><p><br/>ITSM Framework &amp; Tooling Governance</p><p></p><ul><li><p>Define and evolve the IT Service Management Framework in alignment with governance, compliance, and operational standards</p></li><li><p>Partner with service owners to document and optimise service lifecycles, SLAs, and tooling integrations (e.g., ServiceNow, Jira, Asignet)</p></li><li><p>Lead initiatives to standardise service definitions, catalogue structures, and tooling usage across the IT landscape</p></li></ul><p></p><p>Service Performance &amp; Financial Analytics</p><p></p><ul><li><p>Deliver dashboards and reports on service performance, cost-to-serve, and operational KPIs using tools like Power BI and ServiceNow Analytics</p></li><li><p>Support service budgeting, forecasting, and cost optimisation efforts in collaboration with Finance and Procurement</p></li><li><p>Maintain a centralised view of service contracts, renewals, and tooling dependencies to support strategic planning</p></li></ul><p></p><p>Business Analysis &amp; Process Improvement</p><p></p><ul><li><p>Conduct gap analyses and stakeholder interviews to identify opportunities for service improvement and automation</p></li><li><p>Translate business requirements into functional specifications for ITSM tooling enhancements and integrations</p></li><li><p>Collaborate with technical teams to ensure the successful implementation of service governance controls and workflows</p></li></ul><p></p><p>Stakeholder Engagement &amp; Program Support</p><p></p><ul><li><p>Act as a liaison between IT, Finance, Procurement, and business units to ensure alignment on service governance and tooling strategy</p></li><li><p>Provide analytical and operational support for cross-functional programs, including service rationalisation, vendor governance, and tooling audits</p></li><li><p>Influence service evolution by mapping business needs to IT capabilities and financial constraints</p></li></ul><p></p><p>Leadership &amp; Mentoring</p><p></p><ul><li><p>Mentor junior analysts and contribute to building a high-performing governance and analytics culture within TGO</p></li><li><p>Champion best practices in ITSM, tooling governance, and data-driven decision-making across the organization</p></li></ul><p></p><p><b>Qualifications &amp; Experience:</b></p><p></p><ul><li><p>Bachelor’s degree in Information Systems, Business Administration, Finance, or a related field</p></li><li><p>Minimum 5 years of experience in ITSM, business analysis, or IT operations within a multinational environment</p></li><li><p>Strong understanding of ITIL principles and experience with ITSM platforms (e.g., ServiceNow, Jira)</p></li><li><p>Proficiency in Microsoft Excel, PowerBI, and ERP systems (NetSuite, Coupa)</p></li><li><p>Experience with CMDB, Telecom Expense Management tools (e.g., Asignet) is a plus</p></li></ul><p></p><p><b>What You Bring:</b></p><ul><li><p>Strong analytical and problem-solving skills with a passion for service excellence and governance</p></li><li><p>Exceptional communication and stakeholder management abilities</p></li><li><p>Proven ability to manage complexity, drive process improvements, and deliver results under pressure</p></li><li><p>A proactive mindset with a balanced understanding of IT services, financial governance, and tooling ecosystems</p></li></ul><p></p><p><b>Why Join Us:</b></p><p><br/>Join a team where governance meets innovation. As part of the Technology Governance Office, you’ll help shape the future of IT services through structured frameworks, smart t