IT Service Management (itsm) Analyst

IT Service Management (ITSM) Analyst

Join Mizuho as an IT Service Management (ITSM) Analyst!

We are seeking an entry-level IT Service Management (ITSM) Analyst to support the delivery, governance, and continuous improvement of IT services within a fast-paced Corporate and Investment Banking environment. This role is ideal for a candidate with 3–5 years of relevant experience who is looking to deepen their expertise in ITSM processes, stakeholder engagement, and service operations within a highly regulated, global financial institution.

The ITSM Analyst will work closely with technology teams, service owners, and business stakeholders to ensure IT services are delivered in line with agreed service levels, regulatory expectations, and industry best practices (e.g., ITIL).

Key Responsibilities

• Support day-to-day ITSM processes including Incident, Problem, Change, and Request Management
• Contribute to continuous service improvement initiatives and process maturity efforts
• Produce regular project reporting and dashboards for technology and business stakeholders
• Maintain and improve ITSM documentation, process maps, and knowledge articles
• Support audits, risk assessments, and regulatory requirements relevant to IT service delivery
• Collaborate with global teams across infrastructure, applications, and operations

Required Skills & Experience

• 3–5 years of experience in IT operations, IT service management, or a related technology role
• Strong analytical and problem-solving skills with attention to detail
• Ability to communicate clearly with both technical and non-technical stakeholders
• Comfortable working in a structured, regulated, and time-sensitive environment
• Basic understanding of risk, controls, and compliance within financial services is desirable

Preferred Qualifications

• ITIL Foundation certification (or working towards)
• Working knowledge of ITSM frameworks (e.g., ITIL) and service lifecycle concepts
• Experience using ITSM tools such as ServiceNow, Remedy, or equivalent platforms
• Experience within a banking, financial services, or large enterprise environment
• Exposure to service reporting, metrics, and operational governance forums
• Degree in Information Technology, Computer Science, or a related discipline (or equivalent experience)

Personal Attributes

• Proactive and eager to learn within a complex technology landscape
• Well-organized with the ability to manage multiple priorities
• Collaborative mindset with a strong sense of accountability
• Calm under pressure and able to respond effectively to incidents

The expected base salary ranges from $70k-$85k. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications and licenses obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, successful candidates are eligible to receive a discretionary bonus.

Mizuho has in place a hybrid working program, with varying opportunities for remote work depending on the nature of the role, needs of your department, as well as local laws and regulatory obligations. Roles in some of our departments have greater in-office requirements that will be communicated to you as part of the recruitment process.

Mizuho Financial Group, Inc. is the 15th largest bank in the world as measured by total assets of ~$2 trillion. Mizuho's 60,000 employees worldwide offer comprehensive financial services to clients in 35 countries and 800 offices throughout the Americas, EMEA and Asia. Mizuho Americas is a leading provider of corporate and investment banking services to clients in the US, Canada, and Latin America. Through its acquisition of Greenhill​, Mizuho provides M&A, restructuring and private capital advisory capabilities across Americas, Europe and Asia. Mizuho Americas employs approximately 3,500 professionals, and its capabilities span corporate and investment banking, capital markets, equity and fixed income sales & trading, derivatives, FX, custody and research.

Mizuho Americas offers a competitive total rewards package.

We are an EEO/AA Employer - M/F/Disability/Veteran.

We participate in the E-Verify program.

We maintain a drug-free workplace and reserve the right to require pre- and post-hire drug testing as permitted by applicable law.