Job Summary
Seeking a Service Analyst with 2–3 years of IT service management experience to support incident and service request management, SLA tracking, operational reporting, and coordination with technical teams. The candidate should possess strong analytical and communication skills, knowledge of ITIL processes, and experience with ServiceNow or similar ITSM tools
Key Responsibilities
Manage and track incidents and service requests from logging through resolution and closure, ensuring appropriate prioritization and timely updates. Monitor SLA/KPI performance and proactively follow up with resolver teams to prevent SLA breaches. Coordinate with technical and support teams to facilitate timely resolution of incidents and service requests. Support Incident, Request, Problem, and Change Management processes in line with ITIL practices. Maintain accurate ticket information, including categorization, priority, status, resolution notes, and closure details. Coordinate and follow up on Major/Priority incidents, ensuring appropriate communication and escalation to relevant stakeholders. Work with internal teams and third-party vendors to track dependencies and ensure timely resolution of service issues. Support continuous service improvement (CSI) initiatives by identifying process gaps and recommending practical improvements. Ensure activities are performed in accordance with established ITSM processes, operational procedures, and governance requirements. Use ITSM tools such as ServiceNow or equivalent platforms for ticket management, reporting, and service tracking. Provide clear and timely communication to stakeholders regarding service issues, planned activities, progress, and resolution status.
Skill Requirements
Service Desk | ITIL | ITSM | ServiceNow | Incident Management | SLA/KPI Management | Major Incident Management | Service Reporting | Microsoft Excel | Stakeholder Management | Continuous Service Improvement