Senior IT Business Analyst

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

Job Summary:

We are seeking a strategically minded and technically proficient Senior IT Business Analyst to join the Technology Governance Office (TGO) under the CTO organisation. This role is pivotal in strengthening our IT Service Management (ITSM) capabilities, driving governance, and enabling operational excellence across global IT services.

You will serve as a key interface between IT operations, service owners, finance, and governance teams—translating business needs into actionable service frameworks, tooling strategies, and performance insights. This is a high-impact role for someone who thrives in structured environments, understands ITSM principles, and can lead initiatives that enhance service transparency, compliance, and value delivery.

Key Responsibilities:

ITSM Framework & Tooling Governance

• Define and evolve the IT Service Management Framework in alignment with governance, compliance, and operational standards

• Partner with service owners to document and optimise service lifecycles, SLAs, and tooling integrations (e.g., ServiceNow, Jira, Asignet)

• Lead initiatives to standardise service definitions, catalogue structures, and tooling usage across the IT landscape

Service Performance & Financial Analytics

• Deliver dashboards and reports on service performance, cost-to-serve, and operational KPIs using tools like Power BI and ServiceNow Analytics

• Support service budgeting, forecasting, and cost optimisation efforts in collaboration with Finance and Procurement

• Maintain a centralised view of service contracts, renewals, and tooling dependencies to support strategic planning

Business Analysis & Process Improvement

• Conduct gap analyses and stakeholder interviews to identify opportunities for service improvement and automation

• Translate business requirements into functional specifications for ITSM tooling enhancements and integrations

• Collaborate with technical teams to ensure the successful implementation of service governance controls and workflows

Stakeholder Engagement & Program Support

• Act as a liaison between IT, Finance, Procurement, and business units to ensure alignment on service governance and tooling strategy

• Provide analytical and operational support for cross-functional programs, including service rationalisation, vendor governance, and tooling audits

• Influence service evolution by mapping business needs to IT capabilities and financial constraints

Leadership & Mentoring

• Mentor junior analysts and contribute to building a high-performing governance and analytics culture within TGO

• Champion best practices in ITSM, tooling governance, and data-driven decision-making across the organization

Qualifications & Experience:

• Bachelor’s degree in Information Systems, Business Administration, Finance, or a related field

• Minimum 5 years of experience in ITSM, business analysis, or IT operations within a multinational environment

• Strong understanding of ITIL principles and experience with ITSM platforms (e.g., ServiceNow, Jira)

• Proficiency in Microsoft Excel, PowerBI, and ERP systems (NetSuite, Coupa)

• Experience with CMDB, Telecom Expense Management tools (e.g., Asignet) is a plus

What You Bring:

• Strong analytical and problem-solving skills with a passion for service excellence and governance

• Exceptional communication and stakeholder management abilities

• Proven ability to manage complexity, drive process improvements, and deliver results under pressure

• A proactive mindset with a balanced understanding of IT services, financial governance, and tooling ecosystems

Why Join Us:

Join a team where governance meets innovation. As part of the Technology Governance Office, you’ll help shape the future of IT services through structured frameworks, smart tooling, and strategic insights. Your work will directly influence service quality, financial transparency, and operational maturity across the global IT organisation.

Ready to Make an Impact?

If you're passionate about driving service excellence through smart governance and analytics, we want to hear from you. Apply today and help us shape the future of global IT services—where your insights will fuel transformation and your leadership will inspire change.

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

·       Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

·       Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.

·       Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

·       ESG: Benefit from paid time off for volunteering and donation matching.

·       DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).

·       Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

·       Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

*Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!