Job Title:  IT Service Management

Job title: IT Service Management

Corporate Title: Associate

Location: Philadelphia

Company overview

Nomura is a global financial services group with an integrated network spanning approximately 30 countries and regions. By connecting markets East & West, Nomura services the needs of individuals, institutions, corporates and governments through its three business divisions: Wealth Management, Investment Management, and Wholesale (Global Markets and Investment Banking). Founded in 1925, the firm is built on a tradition of disciplined entrepreneurship, serving clients with creative solutions and considered thought leadership. For further information about Nomura, visit www.nomura.com.

Aon’s Benefit Index®, Nomura’s benefits rank #1 amongst our competitors

Department overview

The Service Management department is a global IT governance organization responsible for managing critical ITSM processes across Group IT. Our scope encompasses Configuration Management, Change Management, Incident Management, Problem Management, Management Information (MI) Reporting, Disaster Recovery Operations, and Capacity Management. This role is a US based role providing ITSM support and governance for US region as well as other Nomura global locations.

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Role description

We are seeking an ITSM Associate to serve as the regional champion for IT Service Management processes and controls within the US region. This role combines hands-on process management with strategic governance oversight, ensuring alignment with global ITSM standards while addressing regional as well as global operational needs.

• Champion Nomura ITSM policies and standards across the US region
• Ensure regional adherence to established ITSM frameworks and controls
• Monitor compliance and identify areas for process improvement
• Support regional teams with IT governance inquiries and requirements
• Collaborate with global team members, process owners, and tools teams to enhance ITSM processes
• Drive continuous improvement initiatives and automation opportunities
• Create, update, and maintain comprehensive ITSM documentation
• Generate Management Information System (MIS) reports and ServiceNow dashboards
• Maintain data integrity within the Configuration Management Database (CMDB)
• Ensure overall ServiceNow data quality and accuracy
• Perform User Acceptance Testing (UAT) for ServiceNow releases and updates

Skills, experience, qualifications and knowledge required

Required Qualifications

• Strong knowledge of ITSM and ITIL frameworks
• Proficiency with ServiceNow ITSM platform
• Experience with BusinessObjects or similar reporting tools
• Understanding of operational risk management frameworks
• Proven experience in process enhancement and control management
• Excellent written and verbal communication skills
• Strong presentation and stakeholder management abilities
• Understanding of cloud services and AI tools integration

Preferred Qualifications

• ITIL certification (Foundation level or higher)
• Python programming experience
• Experience developing AI applications or tools for ITSM process improvement
• Advanced data analysis and visualization skills
• Previous experience in financial services or regulated industries

Nomura Competencies

Explore Insights & Vision

• Identify the underlying causes of problems faced by you or your team and define a clear vision and direction for the future.

Making Strategic Decisions

• Evaluate all the options for resolving the problems and effectively prioritize actions or recommendations.

Inspire Entrepreneurship in People

• Inspire team members through effective communication of ideas and motivate them to actively enhance productivity.

Elevate Organizational Capability

• Engage proactively in professional development and enhance team productivity through the promotion of knowledge sharing.

Inclusion

• Foster a culture of inclusion and psychological safety in the workplace and cultivate a "Risk Culture" (Challenge, Escalate and Respect).

*base pay offered may vary depending on multiple individualized factors, including market location, corporate and functional title and duties, job-related knowledge and advanced degrees, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, discretionary awards and eligibility for commissions for applicable sales roles in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired in the U.S., employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors”.

Nomura is an Equal Opportunity Employer