Job Title: ITSM / ServiceNow Operations Analyst
Experience: 5+ Years
Location: Bangalore
Notice Period: Immediate
Mode: Full‑time
Job Description:
- Review and manage day‑to‑day IT operations tickets including Incident, Request, and Problem Management.
- Categorize and prioritize tickets (P1/P2) and ensure timely resolution of high‑priority and business‑critical issues.
- Handle escalations, major incidents, and coordinate with cross‑functional teams.
- Monitor SLA/OLA, ticket aging, backlog, and overall service performance.
- Track CSAT, follow up on feedback, and drive improvement actions.
- Perform BAU support activities and ensure operational stability.
- Communicate effectively with stakeholders and translate business issues into technical context.
Required Skills:
- Strong understanding of ITIL / ITSM processes
- Hands‑on experience with ServiceNow
- Experience in BAU support and escalation management
- Knowledge of SLA, KPI, CSAT monitoring
- Excellent communication and stakeholder management skills
Preferred:
- Experience in Major Incident Management
- Familiarity with governance and compliance processes
- ITIL / ServiceNow certification (good to have)
