IT Governance Analyst (ITSM)

Overview

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world's most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We're looking for talented team members who want to Dream. Do. Grow. with us.

An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company- delivering on Toyota's vision to move people beyond what's possible. At TFS, you will help create best-in-class customer experience in an innovative, collaborative environment.

To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.

This position is based in Plano, TX.

Who we're looking for

The TFS Banking and Commercial Lending team is seeking a skilled IT Governance Analyst (ITSM) to lead IT Service Management initiatives within a regulated financial services environment. The IT Governance Analyst (ITSM) will have deep experience in financial services, third-party risk, and a working knowledge of regulatory requirements such as OCC, FDIC, FFIEC, and CFPB guidelines.

What you'll be doing
The ideal candidate will drive ITIL v4-aligned practices across the organization to ensure seamless IT service delivery, regulatory compliance, and operational excellence.

Key Responsibilities:
Strategic ITSM Leadership:

• Develop and execute the ITSM strategy in alignment with business goals, ITIL v4 practices, and financial regulatory requirements.
• Serve as the organizational SME for ITIL v4, championing a culture of service orientation and continual improvement.

Governance & Process Ownership:

• Oversee the design, implementation, and governance of ITIL v4-based practices, ensuring service quality and operational efficiency across Incident, Problem, Change Enablement, and Service Request Management.
• Lead Service Level, Configuration, and Knowledge Management while driving Release, Service Catalog, and Continual Improvement initiatives through metrics-driven optimization.

Operations & Performance Management:

• Establish and maintain robust monitoring, metrics, and reporting across all ITSM processes, tracking key performance indicators (KPIs) such as MTTR, change success rate, service availability, and customer satisfaction while conducting regular service reviews with IT and business stakeholders to assess performance and identify improvement opportunities.

Regulatory & Risk Alignment:

• Ensure all ITSM processes align with financial industry regulatory obligations (e.g., FFIEC, SOX, NYDFS, GLBA) by collaborating with cybersecurity, risk, and compliance teams to embed controls into service workflows and support audits.

Team & Tool Management:

• Partner with ITSM process owners, service desk staff, and analysts to manage the ITSM platform (e.g., ServiceNow), ensuring proper configuration, integration, and optimization while collaborating with infrastructure and application teams to enable seamless service delivery across hybrid and cloud environments.

Stakeholder Engagement:

• Serve as the primary liaison between IT Operations, business units, internal teams, and external vendors to ensure service quality, SLA adherence, issue resolution, and seamless collaboration.

What you bring

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of ITSM experience, with 3+ years managing ITIL-aligned service operations in financial services.
• Deep knowledge of financial regulatory frameworks (e.g., FFIEC, SOX, PCI-DSS, GDPR).
• Hands-on experience with the enterprise ITSM tool ServiceNow.
• Strong leadership, communication, and cross-functional collaboration skills.

Added bonus if you have

• Master's degree is preferred.
• ITIL v4 Managing Professional or Strategic Leader certification is strongly preferred.
• Lean Six Sigma certification is preferred.

What we'll bring

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

• A work environment built on teamwork, flexibility, and respect.
• Professional growth and development programs to help advance your career, as well as tuition reimbursement.
• Team Member Vehicle Purchase Discount.
• Toyota Team Member Lease Vehicle Program (if applicable).
• Comprehensive health care and wellness plans for your entire family.
• Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute.
• Paid holidays and paid time off.
• Referral services related to prenatal services, adoption, childcare, schools, and more.
• Tax advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA).
• Relocation assistance (if applicable).

Belonging at Toyota

Our success begins and ends with our people. We embrace all perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members' efforts to dream, do and grow without questioning that they belong.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

Have a question, need assistance with your application or do you require any special accommodations? Please send an email to .