ITSM Specialist - Incident and Change Manager

About the Company: As the founding entity of RAINBOW PARTNERS, Quanteam is a consulting firm specializing in Banking, Finance, and Financial Services. Guided by our core values of closeness, teamwork, diversity, and excellence, our team of 1,000 expert consultants, representing 35 different nationalities, collaborates across 10 international offices: Paris, Lyon, New York, Montreal, London, Brussels, Geneva, Lisbon, Porto and Casablanca. We are looking for an ITSM specialist specialised as an Incident and Change Manager to work with one of our clients, an Investment Bank based in Montreal. Role Overview : The team specializes in providing securities services and investment Operations solutions to issuers, financial institutions and institutional Investors worldwide. The team is responsible for IT Major incident management and IT service transition functions across all applications. The candidate will be responsible for three ITSM processes: Incident, Problem and Change Management. The candidate will be interfacing with senior members of the organization and will therefore be required to deliver precise and concise messages in a timely fashion. The candidate needs to be approachable and responsible for handling all reported issues, managing the issues through to resolution as swiftly as possible. Forging good working relationships with the existing geographical service delivery teams will be of high importance for success in this role. The candidate will be required to have a clear and strong understanding of the ITIL Incident Management process and have hands on experience with major incident and crisis management processes. With regards to Change Management, the primary objective will be to safeguard the Production environment by screening registered changes and presenting them in a standardized format for stakeholder review; to ensure sufficient due diligence has been performed in order to gain approval and proceed to implementation, as well as to ensure that all auditable points are compliant. As a Problem Management specialist, the candidate will assist the post-resolution investigation teams to identify the Root Cause for related Incidents, to keep the Problems backlog under manageable levels and to guarantee that all logged Problem tickets comply with the defined quality standards. Key responsibilities: The responsibilities of this role include, but are not limited to : • Ensure Incidents, Changes and Problems are managed efficiently, economically and effectively by following procedures and processes currently in place. • Act as an escalation point of contact for Incidents, Changes and Problems which are not resolved within the agreed service levels. • Managing crisis situations through to resolution with clear verbal and written communications. • Hold process awareness sessions to increase the team’s visibility and position within the organization • Conduct service improvement meetings with various geographical user base locations. • Review and maintain process documentation. • Challenge stakeholders on process non-compliance and perform the necessary corrective actions. • Produce and distribute meeting minutes. • Escalate Incidents, Problems and Changes related issues as necessary. • Produce periodic and ad-hoc reports on process KPIs, key achievements and next steps. • Provide required evidence for audit requirements and participate in audit meetings. • Power BI proficiency & report creation based on the APS requirement • Service now reporting. Required Qualifications and Skills: Must have : • 5 years of experience in a similar position • Solid and demonstrable experience within the ITSM discipline, preferably within the financial industry. • Deep knowledge and long experience on the ITSM processes in scope. • ITIL Foundation certification mandatory. • Experience using Power BI • Experience using Service now reporting • Clear aptitude for service delivery excellence and producing quality results. • Oriented to serve Business as our ultimate customer. • Ability to adapt and remain calm under pressure. • Strong decision-making abilities. • Excellent communication skills, written and verbal. • Focused on innovation and continuous improvement. Nice to have: • ITIL intermediate certification highly desirable. • Experience in working for a financial institution. • Global financial products knowledge • Project management skills Language: • English: mandatory • French: a strong asset