Service Management Senior Analyst-Bengaluru,India
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Key skills for this role
Role Overview
The Senior Service Management Analyst oversees, facilitates, and administers ITIL-based service support for client account management.
The role covers incident, problem, request, change, service-level, and asset-management processes.
The analyst evaluates service performance, identifies improvement opportunities, and implements changes to improve service quality and efficiency.
Key Skills for This Role
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About the Employer
Diversified designs and builds large-scale audio visual and media environments for global clients across media, retail, sports, live performance, corporate, and government sectors.
Job Summary
The Senior Service Management Analyst oversees, facilitates, and administers ITIL-based service support for client account management.
The role covers incident, problem, request, change, service-level, and asset-management processes.
The analyst evaluates service performance, identifies improvement opportunities, and implements changes to improve service quality and efficiency.
Roles and Responsibilities
- Facilitate standard ITIL processes such as ticket lifecycle management.
- Review ticket aging and coordinate with resolver groups to maintain process compliance.
- Act as a point of contact for process issues and facilitate service review meetings.
- Monitor SLAs, investigate exceptions, and report service performance.
- Analyze service metrics and KPIs and present trends and improvement initiatives to leadership.
- Maintain process documentation, train functional teams, and mentor them on guidelines.
- Use trend analysis for proactive problem management and govern asset management to maintain CMDB accuracy.
Qualifications
- Bachelor's degree and five years of overall work experience, including at least four years in service management, or equivalent education and experience.
- ITIL V3 or V4 Foundation certification is required.
- Good verbal and written communication skills are required.
- Expertise in data analytics and customer handling is required.
- Experience with ServiceNow core modules from a service management perspective is required.
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