Information Technology Service Management Analyst

Job Title: IT Service Management (ITSM) Experience Required: 1-3 years' experience Location: NoidaWork-Mode: On-site

Job Summary:We are looking for a skilled ITSM Analyst with 2+ years of experience in IT Service Management processes. The candidate will be responsible for managing IT service operations, ensuring adherence to ITIL practices, and delivering high-quality support services to end users.

Key Responsibilities:Manage and resolve incidents, service requests, and problems within defined SLAsMonitor ticket queues and ensure timely resolution and escalation when requiredPerform root cause analysis for recurring incidents and implement preventive measuresHandle change management processes including approvals, scheduling, and implementation trackingMaintain and update knowledge base articles and documentationCollaborate with cross-functional teams to improve service deliveryEnsure compliance with ITIL processes (Incident, Problem, Change, Service Request)Generate reports and dashboards for service performance metricsParticipate in service review meetings and continuous improvement initiatives

Required Skills:Strong understanding of ITIL framework and ITSM processesExperience with ITSM tools such as ServiceNow, Remedy, or similarGood knowledge of incident, problem, and change managementExcellent communication and stakeholder management skillsAbility to work in a fast-paced support environmentBasic understanding of infrastructure (network, servers, applications)

Preferred Qualifications:ITIL Foundation certification (preferred)Experience in L1/L2 support environmentsExposure to SLA/KPI tracking and reporting

Key Competencies:Problem-solving and analytical skillsTime management and prioritizationCustomer-focused approachTeam collaboration