Job Title: IT Service Management (ITSM)
Experience Required: 1-3 years experience
Location: Noida
Work-Mode: On-site
Job Summary:
We are looking for a skilled ITSM Analyst with 2+ years of experience in IT Service Management processes. The candidate will be responsible for managing IT service operations, ensuring adherence to ITIL practices, and delivering high-quality support services to end users.
Key Responsibilities:
- Manage and resolve incidents, service requests, and problems within defined SLAs
- Monitor ticket queues and ensure timely resolution and escalation when required
- Perform root cause analysis for recurring incidents and implement preventive measures
- Handle change management processes including approvals, scheduling, and implementation tracking
- Maintain and update knowledge base articles and documentation
- Collaborate with cross-functional teams to improve service delivery
- Ensure compliance with ITIL processes (Incident, Problem, Change, Service Request)
- Generate reports and dashboards for service performance metrics
- Participate in service review meetings and continuous improvement initiatives
Required Skills:
- Strong understanding of ITIL framework and ITSM processes
- Experience with ITSM tools such as ServiceNow, Remedy, or similar
- Good knowledge of incident, problem, and change management
- Excellent communication and stakeholder management skills
- Ability to work in a fast-paced support environment
- Basic understanding of infrastructure (network, servers, applications)
Preferred Qualifications:
- ITIL Foundation certification (preferred)
- Experience in L1/L2 support environments
- Exposure to SLA/KPI tracking and reporting
Key Competencies:
- Problem-solving and analytical skills
- Time management and prioritization
- Customer-focused approach
- Team collaboration
