ITSM Analyst (3-4 yrs)

ITSM Analyst

Are you an ITSM professional looking for your next challenge? We are seeking a skilled ITSM Analyst to join our team in Pune!

Location : Pune

Notice Period : Immediate to 30 days

Key Responsibilities :

- Support daily ITSM operations, including onboarding new business units, users, and teams, ensuring seamless integration with IT services.

- Manage and execute core ITIL processes, such as Request Management, Incident Management, Problem Management, Change Management, Service Level Agreements (SLA) This includes monitoring process performance, identifying areas for improvement, and implementing changes.

- Assist in ITSM tool migrations, including Configuration Management Database (CMDB) management, process design, and user acceptance testing.

- Configure user accounts, define roles, and ensure proper access management within the ITSM tool.

- Develop and deliver training programs on ITSM tools, processes, and best practices to end-users and IT staff.

- Provide ongoing support and guidance to ensure effective utilization of ITSM resources.

- Collaborate effectively with cross-functional teams, including IT operations, application development, and business stakeholders, to optimize IT service management workflows and ensure alignment with business needs.

- Identify opportunities for process improvement, conduct risk assessments, and contribute to the development and implementation of process automation initiatives.

- Monitor key performance indicators (KPIs) and drive continuous improvement efforts.

- Create and maintain accurate and up-to-date documentation related to ITSM processes, procedures, and tool configurations.

What We're Looking For :

- 3-4 years of experience in ITSM operations, managed services, or service delivery, demonstrating a solid understanding of IT service management principles.

- Strong understanding of ITIL v3 or v4 framework and concepts.

- ITIL Foundation or higher certification is preferred.

- Hands-on experience with ServiceNow or other leading ITSM platforms (e., BMC Remedy, Cherwell).

- Experience with configuration, customization, and reporting within these tools is highly desirable.

- Ability to develop and deliver engaging training programs on ITSM processes and policies.

- Excellent communication and interpersonal skills, with the ability to effectively interact with technical and non-technical audiences.

- Strong analytical and problem-solving skills, with the ability to identify, troubleshoot, and resolve complex IT service management issues.

- Experience in continuous improvement methodologies and a passion for optimizing IT service management workflows.

- Experience with process automation tools and techniques is a plus