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Analyst I - Service Management

Analyst I - Service Management

Accelya

1 - 2 years

5 - 6 Lacs

mumbai

Posted:Just now| Platform:

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Skills Required

it services change management automation analytical problem management incident management customer support it operations continuous improvement information technology

Work Mode

Work from Office

Job Type

Full Time

Job Description

Service Management Support: Assist in the day-to-day activities of the Service Management team, supporting the implementation and continuous improvement of IT service management processes (eg, Incident Management, Problem Management, Change Management, Service Requests)
Data Monitoring and Reporting: Help track and analyze service management data, including incident volumes, resolution times, and service request performance
Prepare regular reports and dashboards to communicate key performance indicators (KPIs) to stakeholders
Process Documentation: Support the documentation and maintenance of service management procedures, workflows, and best practices
Ensure that all processes are aligned with ITIL (Information Technology Infrastructure Library) or other relevant frameworks
Ticket Management: Assist in managing and tracking service tickets, ensuring they are routed to the appropriate teams and resolved in a timely manner
Monitor ticket statuses and escalate issues when necessary
Service Improvement: Identify trends and recurring issues within service requests, incidents, or problems
Provide feedback and recommendations for process improvements, automation, or tools to improve service delivery
Collaboration: Work closely with cross-functional teams (eg, IT Operations, Development, and Infrastructure) to ensure seamless delivery of IT services and alignment with business objectives
Customer Support: Provide basic customer support for service management-related queries, helping end-users understand the process, status of requests, and resolution of issues
Change and Release Management Support: Assist in the tracking and documentation of changes and releases, ensuring that they follow the necessary approval and testing processes before implementation
Continuous Learning: Stay updated on industry best practices for service management, including ITIL and other relevant frameworks, and assist in the implementation of best practices within the organization
Qualifications:Bachelor s degree in Information Technology, Business Administration, or a related field (or equivalent experience)
Familiarity with IT service management frameworks such as ITIL is preferred, but not required
Basic understanding of IT systems and processes, with an interest in service management and process optimization
Strong analytical and problem-solving skills, with the ability to track and report on service performance metrics
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
Experience with service management tools (eg, ServiceNow, JIRA) is a plus
Excellent written and verbal communication skills, with the ability to present data and insights clearly to stakeholders
Strong organizational skills and attention to detail, with the ability to manage multiple tasks effectively
Ability to work both independently and as part of a team in a dynamic, fast-paced environment
Preferred:Experience in a service management or IT operations role is a plus
Knowledge of incident, problem, and change management processes

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Analyst I - Service Management