ServiceNow - ITSM Analyst

Greetings from SwaaS!

Role: ServiceNow- ITSM Analyst

Experience: 3+ years

Location: Guindy, Chennai

Key Responsibilities:

• Strong experience in IT Service Management (ITSM), Service Delivery, or IT Operations, with exposure to Incident, Problem, Change, Request, and Knowledge Management.
• Good understanding of ITIL frameworks, ITSM processes, SLA management, governance, compliance, and continual service improvement.
• Hands-on experience with ServiceNow ITSM for ticket management, reporting, dashboards, process monitoring, and data analysis.
• Analyze ticket volumes, SLA performance, backlog, aging, recurring incidents, reassignments, and change-related issues to identify trends and improvement areas.
• Support Incident, Problem, and Change Management activities, including RCA tracking, major incident reviews, change governance, and corrective action monitoring.
• Prepare and present service reports, dashboards, and operational insights using ServiceNow, MS Excel, and PowerPoint for operational and management teams.
• Strong analytical, communication, stakeholder management, and problem-solving skills, with the ability to drive process improvements and follow up on governance actions.