Programmer Analyst

We are seeking a Systems Engineer with 1 to 3 years of experience to join our dynamic team. The ideal candidate will have expertise in Change LifeCycle Management Service Desk Service Now BMC Remedy and Service Desk App Support. Experience in Retail Banking COTS Products (BFS Cards & Payments) and Cards & Payments is a plus. This is a hybrid role with rotational shifts and no travel required.

Responsibilities

• Manage and oversee the Change LifeCycle Management process to ensure smooth transitions and minimal disruptions.
• Provide exceptional support for Service Desk operations ensuring all tickets are addressed promptly and efficiently.
• Utilize Service Now to track and manage incidents ensuring timely resolution and communication with stakeholders.
• Leverage BMC Remedy to maintain and update service records ensuring data accuracy and integrity.
• Support Service Desk App operations troubleshooting issues and providing solutions to enhance user experience.
• Collaborate with cross-functional teams to ensure seamless integration and support of IT services.
• Conduct regular system audits and generate reports to identify areas for improvement and ensure compliance with company standards.
• Implement best practices for IT service management ensuring alignment with industry standards and company policies.
• Provide training and support to end-users ensuring they are equipped to utilize IT services effectively.
• Participate in rotational shifts to provide 24/7 support ensuring continuous availability of IT services.
• Stay updated with the latest industry trends and technologies to provide innovative solutions and improvements.
• Contribute to the development and maintenance of documentation for IT processes and procedures.
• Work in a hybrid model balancing remote and on-site work to meet business needs and ensure effective collaboration.

Qualifications

• Must have experience in Change LifeCycle Management Service Desk Service Now BMC Remedy and Service Desk App Support.
• Should have strong problem-solving skills and the ability to troubleshoot complex issues.
• Must possess excellent communication skills to interact with stakeholders and end-users effectively.
• Should have a good understanding of IT service management best practices.
• Experience in Retail Banking COTS Products (BFS Cards & Payments) and Cards & Payments is a plus.
• Must be adaptable to rotational shifts and able to work in a hybrid work model.
• Should be proactive in staying updated with industry trends and technologies.
• Must be detail-oriented and capable of maintaining accurate records and documentation.
• Should have the ability to work collaboratively with cross-functional teams.
• Must be committed to providing exceptional customer service and support.
• Should have a strong understanding of compliance and regulatory requirements in the IT industry.
• Must be able to manage multiple tasks and priorities effectively.

Certifications Required

ITIL Foundation Certification Service Now Certification