Project description
Assess and document current-state production support, incident management, problem management, and KTLO (Keep The Lights On) processes across the Murex landscape.
Analyze support workflows, ticket trends, service levels, operational controls, and handoff points to identify inefficiencies and improvement opportunities.
Facilitate workshops with support teams, operations, business users, and technology stakeholders to gather requirements and understand operational pain points.
Define and document target-state support processes, support models, escalation paths, SLAs, and build-to-run transition requirements.
Evaluate alignment of support processes with ITSM best practices and recommend improvements to service delivery, governance, and operational resilience.
Support the development of operational KPIs, reporting frameworks, and continuous improvement recommendations for Murex support and sustainment functions.
Skills
Must have
6-9 years overall relevant experience as a Business Analyst, Operations Analyst, or Support Analyst within Murex
Strong understanding of production support, incident management, problem management, change management, and IT service management processes.
Knowledge of Murex operational workflows, production environments, batch processing, interfaces, and day-to-day support activities.
Experience analyzing ticket volumes, service metrics, support processes, and operational performance data.
Ability to document support workflows, operational procedures, process maps, and service management requirements.
Strong stakeholder management, workshop facilitation, communication, and documentation skills.
Nice to have
Experience with ITIL or ITSM frameworks and tools such as ServiceNow, Jira Service Management, or similar platforms.
Exposure to Murex KTLO, release management, environment management, and production readiness activities.
Familiarity with support governance, SLA/KPI management, and vendor-managed service models.
Understanding of capital markets operations, trade lifecycle support, reconciliations, market data, and post-trade processing
Other
Languages
English: C2 Proficient
Seniority
Senior
