Service Management Senior Analyst Saxo Bank

About Saxo Bank

Saxo Bank is a Danish investment bank that specialises in online investment and trading. Lars Seier Christensen, Kim Fournais, and Marc Hauschildt established it in 1992 as a brokerage firm under the name Midas Fondsmæglerselskab. The company changed its name to Saxo when it obtained a banking licence in 2001.

Job Description

Job Description
Position Description : Service Management Senior Analyst
Reports To : Team Lead – ITSM (IT Service Management)
About Saxo:
Saxo Bank A/S is a fully licensed and regulated Danish bank with an online trading platform that empowers
investors, clients to invest across global financial markets. Saxo Bank powers 200+ banks and brokers and
400+ financial intermediaries. We at the Bank consist of 1000+ Business and Technology professionals
based in Copenhagen, Gurgaon, Singapore, and many other geographic locations who use latest
technologies and agile methodologies to design, build and run the Bank’s award winning, global multi-asset
trading platform. Our specialty is within capital markets with focus on high reliability, large volumes, low
latency and a world class, cloud-based experience for retail, institutional and white label clients.
What We Offer:
? An opportunity to be at the forefront of one of the most exciting areas in FinTech technology –
Trading. It requires a geek-meets-adventurer personality that thrives on facing challenges head-on
in new and unfamiliar environments. You will be backed up by our world-class team of support
analysts, developers and have an arsenal of diagnostic tools at your disposal.
? A chance to join a truly growth-embracing culture, which will commit to helping you grow personally
and professionally.
? An opportunity to work as part of a dynamic, ambitious, and international team in an informal and
pleasant working environment.
? An attractive salary plus benefits package.
Hierarchy: Selected candidate would be working in the capacity of a Senior Analyst which is an individual
contributor role in the IT Service Management team and will be reporting directly to the Team Lead for this
team. The overall purpose for ITSM is to facilitate visibility and governance focusing on continual service
improvement and provide value to the Business with speed, agility, and automation.
Role & Responsibilities:
? As a Senior Analyst, you will be accountable for the coordination of daily activities that are essential
to support and drive the Service Management and Lifecycle processes as outlined below.
? Change Management – Schedule, plan, and drive daily CAB (Change Approval Board) meetings
and workbench comprising of ITSM Lead, CAB managers and various change request presenters.
Define filter criteria that determines which change requests are included in any occurrence of a CAB
meeting. Review and authorize change requests and review recently implemented changes.
Conduct risk and impact analysis prior to the CAB meetings. Track change requests to ensure that
required solution changes are accurately described and reviewed by the proper Change Control
boards, responses are coordinated and provided through the review process, and to ensure that all
records meet compliancy standards as agreed in the Change Management process and procedure.
? Post Incident Reviews – Schedule, plan, and drive incident post-mortem meetings. Discuss
incident root cause, mitigation, and preventive measures with the participants. Document meeting
minutes and circulate among necessary stakeholders. Ensure data quality on incident records is in-
line with the Incident Management process and procedure.
? Problem Management – Create problem and problem task records as per the incident PIR’s.
Follow-up on progress with task owners to ensure they complete analysis in a timely manner to
meet SLA requirements. Ensure that problem records are created with all the needed details from
the incidents.
? Service Reporting – Provide operational reporting to facilitate business decision-making and
technology activities. This includes multiple reports & dashboards – daily, weekly, monthly on
Incidents, Problems, Changes with various filter criteria, metrics, and dimensions.
? Active participation and contribution to other service management initiatives and projects in the field
of Configuration Management (CMDB) databases, Common Service Data modelling (CSDM),
Capacity management, Availability Management.

? Maintain a close working relationship with IT Service Reliability Engineers, Incident & Problem
Managers, and key stakeholders to ensure any service-related issues are managed effectively.
? Responsible to identify and report on noncompliance situations.
? Help analyse business and IT performance data to discover opportunities for service improvement
? Contribute to support knowledge bank containing knowledge articles, procedures
Mandate:
? Experience with working in Service Management function in Financial Services, preferably
Investment Banking, Trading and Administration domain leveraging trading-based applications in
front / middle and back office.
? Strong knowledge and working experience in ITIL practices like Incident management, Change
management, Problem management, and other areas like Configuration Management and
Capacity Management.
? Experience with creating and generating various kinds of Operational reports and dashboards.
? Hands on experience with the reporting and data visualization tools (such as Power BI) to be able
to develop, update and maintain the dashboards, as needed. Basic understanding of the database,
data models and hands-on experience with writing SQL queries.
? Working knowledge and understanding of the ITIL framework with prior working experience in
ServiceNow as a ITSM solution.
? Hands-on experience with ITSM tools, such as ServiceNow
? Fundamental knowledge of Financial Markets, Trading, and Instruments such as stocks, equities,
bonds, derivatives (futures, options) etc
? Proficiency in Power BI, Excel, PowerPoint, and ServiceNow
? Excellent analytical & problem-solving skills
? Strong communal working style, ability to work effectively as part of a global team and
independently
? Active listening skills, with effective verbal and written communication with stakeholders at different
levels in the organization
? Customer service-orientation with a diverse stakeholder group
? Nice to have: Investment banking or trading domain background
? Nice to have: Experience and/or exposure Python or similar automation technologies
? ITIL v3 or v4 certified would be preferred.
Qualifications: B.E. or B.Tech or equivalent
Experience: 7-10 years with strong technical and hands-on experience with working in ITIL based Service
Management and processes framework in Financial Services, preferably Investment Banking, Trading and
Administration domain.
Skills: Hands-on experience and/or sound exposure on below functional areas, tools, utilities etc –
? ITIL practices – Incident management, Change management, Problem management
? ITSM tool, preferably ServiceNow
? Hands-on on Power BI, MS Excel
? Any scripting language, preferably Python would be a definitive plus.
? Database, preferably MS SQL Management Studio
? WinSCP, PuTTY, Sharepoint and Active Directory essentials
? Windows 7 or 10 OS, MS-Office with good analytical know-how on MS Excel
People Management: (if applicable): Yes
Working Conditions: This is as per Company’s standard working hours; but the candidate should be
comfortable and willing to work in different shifts. ITSM team operates in multiple shifts and provide support
across 16 hours, 5 days a week (M-F) round the year, including holidays that fall on weekdays.