Role: IT Service Management Analyst
Requirements:
- Technical Skill set Incident Management, Problem Management, Major Incident Management, IT Service Desk, End User Computing, Remote Desktop Troubleshooting, ServiceNow
- Desired Experience Range 5-6 years
- Amenable to work on BGC, Site
- Education: Bachelor's degree in computer science, Information Technology, or relevant practical experience
Desired Competencies (Technical / Behavioral Competency)
Must-Have
- Proven Experience as an IT Service Management Analyst · Proficient in English · Hands-on experience with service management software (e.g., Jira, ServiceNow) and data visualization tools. [1]Working experience with Genesys Pure Cloud and ITSM tools like ServiceNow · Strong analytical capabilities, process documentation, and the ability to confidently lead high-level discussions with both technical and non-technical stakeholders. · ITIL Certification - Strong working knowledge of IT Service Management frameworks like ITIL. · Flexible for 24*7 – Rotational Shifts & 5x a week On-site work schedule · Excellent conflict resolution, mentoring, and stakeholder communication abilities.
Good-to-Have
- Advanced reporting via PowerBI, Excel & Presentations · Flexible Shift hours
Responsibilities
- Incident & Problem Management: Oversee service disruptions, assist with major incident bridges, and identify root causes for recurring issues to implement permanent fixes
- SLA Governance: Ensure service delivery aligns with agreed Service Level Agreements (SLAs), track performance, and report on key operational metrics
- Problem & Change Management: Coordinate planned system changes and updates to minimize downtime and business disruption
- MIM Coordinate and handle Major Incidents as per set process
- Process Optimization: Identify service inefficiencies and design workflows for Continual Service Improvement (CSI)
- Reporting & Analytics: Generate operational reports and performance dashboards to track incident trends and system availability.
