Service Management Analyst

Work Type Classification: HybridShift: - Location: Bengaluru Service Management AnalystOversees, facilitates, and administers ITIL based service support in the coordination of incident ownership to support client account management
Responsibilities include the management and oversight of any of the service management processes, which include Incident management, problem management, request management, change management and Asset management Principal Responsibilities:Facilitate Diversified standard processes for ITIL core functions such as Ticket Lifecycle Review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines Provide point of contact for process related questions or issues and facilitates process related meetings as needed such as aging review board, CSAT results review, Change Advisory Board, etcEnsure effective communication and collaboration with team members to ensure process compliance and continuous improvement Work with Senior Service Management Analyst for SLA data accuracy and reportingpile, analyse and report statistical data and trends relating to service level compliance and operational effectiveness Review trend analysis for Proactive Problem Management and eliminate reoccurring issues Ensure Asset Management processes are governed and enforced to maintain CMDB accuracy QualificationsBachelors Degree and an overall work experience of 3 years with minimum 2 years of Service Management experience or equivalent combination of education and work experienceITIL V3 or V4 foundation CertifiedGood verbal and written communicationBasic analytical skills and customer handling skillsExperience with ServiceNow core modules from a Service Management perspective