Specialist Service Analyst

Within Société Générale’s group, the mission takes place in “Wholesale” service unit of Global Banking & investors Solution (GBSU).

• Experience
  5-8 years in Change,Incident & Problem managment Process - ITIL

• Deploy, execute and improve Information Technology Infrastructure Library (ITIL) processes for the Business Process/ Business chain.
• Apply ITIL best-practices and methodologies. Propose changes to the existing processes and contribute to the evolution of new model/process.
• Prepare, publish and monitor process documentation and process reports.
• Conduct workshops and trainings on ITIL processes. Provide information on ITIL processes related audit queries to internal/external auditors.
• Track, evaluate and drive process improvements and concerns. Monitor and correct process non-compliance.
• Generate Key Performance Indicator (KPI)s and Key Risk Indicator (KRI)s.
• Execute controls at defined time and accuracy.
• Lead the creation, implementation and monitoring of an effective governance with all the regional stakeholders.
• Perform trend analysis and suggest improvements on innovation and modernization.
• Accountable for production issues from incident occurrence, remediation to Root Cause Analysis (RCA) and follow-up and Publish Post Mortems. 
• Estimate production infrastructure and service prices from Total Cost of Ownership (TCO) perspective on cloud or data center.
• Follow-up on end-to-end Business process / Business chain.
• Focus on SLA definition, Review, Monitoring and Reporting of all critical processes.
• Drive conduct key ceremonies of Process / Practice like project kickoff, STEERCO and OPCO etc.
• Strengthen business chain monitoring in co-ordination with Production chapters.
• Crisis Management and Reporting of Key events on Production​

Required Technical Skills
Certification of ITIL Certification or intermediate level with strong knowledge of ITIL processes.
Excellent organizational and communication skills.
Proficient in MS Office.
Proven experience of coordinating and facilitating IT process deployment and quality improvement efforts.
Demonstrated experience of ServiceNow or any other Information Technology Service Management (ITSM) tools.
Demonstrated strong knowledge of infrastructure technology and evolution.
Knowledge of Investment Banking.
Conflict Management and Stakeholder Management skills.

At Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating, and taking action are part of our DNA. If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices, and sharing their skills with charities. There are many ways to get involved.

We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection.