ITSM Specialist - Banking Sector

🚀 At Hays, we are collaborating with one of the oldest private banking entities in Luxembourg, which operates globally. This institution offers services across retail, corporate, private, institutional banking, and financial market operations, while maintaining a presence in several financial hubs including Luxembourg, Switzerland, France, and China.

🔍 We are currently looking for a ITSM Specialist to participate in incidente and problem management, with a strong focus on improving service quality, optimizing ITIL processes, and reinforcing operational excellence across the organization.

🎯 What are the requirements?

• Master’s degree in IT, Computer Science, Business Administration, or equivalent experience.
• 5+ years of experience in banking or ITSM/ITIL‑related roles.
• Strong knowledge of IT systems, process improvement, regulations, and project management.
• Experience with Omnitracker and/or ServiceNow preferred.
• Fluency in French and English.
• Strong communication skills combined with a collaborative working style.

📊 What will your responsibilities be?

• Lead and support incident and problem management processes.
• Produce, analyze, and present IT service performance reports.
• Collaborate closely with IT teams, business stakeholders, and external partners to ensure seamless service delivery and process alignment.
• Ensure IT services comply with internal policies and external regulations.
• Maintain accurate and up‑to‑date documentation of ITIL processes and operational guidelines.
• Investigate and resolve complex incidents and problems autonomously.
• Create and maintain detailed process maps, work instructions, SLAs, driving continuous process optimization.
• Coordinate with internal and external stakeholders to ensure timely incident and problem resolution.
• Strengthen IT risk management by proposing and implementing cybersecurity‑aligned measures.

💼 What do we offer?

• Hybrid work model
• Location: Luxembourg
• Full‑time freelance/permanent contract with Hays
• Competitive salary depending on experience.

We are looking for professionals like you, passionate about technology, and eager to take on a new challenge. If this aligns with you, apply for the position so we can share more details with you!