Job Overview: Nomura is a global financial services group with an integrated global network spanning over 30 countries. Japan IT is a diverse environment with employees of over 25 nationalities, working on technical support, application development, and system changes for Japan Retail Wealth Management Business and Global Wholesale (Global Markets and Investment Banking).
Service Management team responsibilities include Change Management, Incident management, Problem management, Configuration management, DR Operations, and Capacity management for Global Corporate, Wholesale, and CTO departments.
Key Responsibilities:
- Understand Nomura Change, Incident, Problem, Configuration management policies
- Maintain Data quality and integrity of ITSM-CMDB
- Conduct CABs (Change Advisory Boards), Review Changes, Manage/ Review change conflicts and large scale changes
- Facilitate ITSM Recertification processes like Configuration item SNOW group mapping, Approval decision rules, Toxic membership recertification etc.
- Understand and apply concepts of Change Freeze /Chill to Nomura IT Changes
- Conduct Incident data quality review and Incident trend analysis
- Problem Overdue RCA (Root cause analysis) and Problem Task Monitoring
- Maintaining hygiene of ITSM Records, ensuring the data records for change, incident, problem etc. are closed on time and govern its aging and quality
- Prepare and maintain documentations related to ITSM
- Perform UAT of releases for enhancements
- Work hand in hand with current GCWT ITSM team
- Work with team members in Japan and global stakeholders to implement the policies via tools available including ServiceNow)
- JIRA or similar project management exposure and queue management
- Provide regular status to Senior Developers / Managers
- Preparing MIS and reports
- Continuous service improvements
- Light translation
Requirements:
- 7+ years of IT Service Management experience
- 1 + years commercial experience of working within an investment bank support area
- Must demonstrate strong communication and analytical skills
- Must have experience in Service management functions(change, incident, etc.)
- Must be ITIL Trained
- Must be Native level Japanese and business level in English
- Preferred: Bachelor's degree, Detailed ServiceNow knowledge (especially ITSM, CMDB, Service Portal)
Location: Marunouchi / Toyosu
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