Who are we?

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.

Position Overview

We are seeking a Senior AI & ITSM Solutions Engineer to design, develop, and integrate advanced IT Service Management (ITSM) solutions with AI-driven capabilities. This role is ideal for a versatile technical professional who can work across multiple platforms, enabling automation, data interfacing, and innovative AI use cases. You will collaborate closely with the ITSM Strategy & Automation Director and the ITSM Business Analyst and other stakeholders to deliver scalable, intelligent service management solutions.

Key Responsibilities

• Integration & Development

  • Build and maintain integrations between ITSM platforms (e.g., ServiceNow, JIRA) and enterprise systems.

  • Develop APIs, scripts, and connectors for seamless data exchange and workflow automation.

• AI Enablement

  • Implement agentic AI use cases for ITSM processes such as automated ticket routing, predictive analytics, and conversational interfaces.

  • Collaborate on AI-driven automation strategies to enhance service delivery.

• Solution Implementation

  • Translate functional requirements into technical solutions and deliver high-quality implementations.

  • Configure and customize ITSM tools to meet business needs.

• Collaboration

  • Partner with Business Analysts to validate technical feasibility and ensure alignment with requirements.

  • Provide technical expertise during workshops and solution design sessions.

• Documentation & Compliance

  • Maintain detailed documentation for integrations, workflows, and AI implementations.

  • Ensure adherence to security, compliance, and governance standards.

Required Skills & Qualifications :6+Yrs

• Strong experience with ServiceNow, JIRA, and ITSM platforms.

• Proficiency in API development, scripting (JavaScript, Python), and data interfacing.

• 2+Yrs Experience with AI/ML concepts and practical application in ITSM workflows.

• Understanding of ITIL and ITSM best practices.

• Ability to work independently and in cross-functional teams.

Preferred Qualifications

• Experience with agentic AI frameworks or conversational AI platforms.

• Knowledge of cloud environments (Azure, AWS) and integration patterns.

• Exposure to DevOps practices and CI/CD pipelines.

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, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.

· 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!