Application Support Specialist (ITSM)

Infobeans

5 - 10 years

10 - 20 Lacs

chennai

Posted:1 day ago| Platform:

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Skills Required

itil v4 servicenow itsm application support jira change management itil certified problem management incident management itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Key Responsibilities

Lead and coordinate Incident, Problem, and Change Management activities to ensure efficient service delivery and process compliance.
Oversee and evaluate IT support team performance, monitoring SLAs, KPIs, and overall operational health.
Analyse service desk and operational data to identify trends, recurring issues, and opportunities for improvement.
Create detailed dashboards, reports, and performance presentations for senior management.
Drive continuous improvement across ITSM processes to enhance service quality, stability, and customer satisfaction.
Ensure ITIL v4 practices are consistently applied across all support operations.
Maintain accurate documentation of processes, workflows, and SOPs.
Collaborate with cross-functional technical teams to resolve escalations and address service gaps.
Utilize ITSM tools such as Jira (and/or ServiceNow) to manage and optimize workflows.

Qualifications & Skills

Professional degree in Information Technology, Computer Science, Engineering, or related field (required).
5+ years of experience in corporate IT environments.
Proven, hands-on experience in Incident Management, Change Management, and Problem Management (must-have).
ITIL v4 certification (mandatory).
Strong expertise in data analysis, KPI monitoring, and trend analysis.
Proficiency with Jira (required); familiarity with other ITSM tools is an advantage.
Strong presentation and reporting abilities using PowerPoint, Excel, and/or Power BI.
Excellent communication skills, with the ability to present complex insights to non-technical stakeholders.
Strong analytical and problem-solving skills, with a structured, process-driven mindset.
Ability to manage multiple priorities and work effectively in a fast-paced environment.

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