Information Technology Service Management Analyst

IPDigital LLC; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

IPDigital LLC is seeking an ITSM/IT Operations Specialist to design, deploy, and continually improve the IT service management framework aligned with ITIL to maximize system availability and user satisfaction.

You will own incident, problem, change, and asset management processes, drive CSI initiatives, prepare KPI reports, and collaborate with cross-functional teams and clients to optimize service delivery.

Qualifications

• Bachelor's degree in information technology, computer science, or a related field.
• Experience in IT Service Management or IT Operations.
• Knowledge of Incident, Problem, Change, Request, and Service Level Management.
• Experience with ITSM tools such as ConnectWise, ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.
• Strong expertise in Microsoft 365 applications, tools, and cloud-based services.
• Good understanding of SLA, KPI, and service performance reporting.
• Strong analytical, problem-solving, and communication skills.
• Strong documentation and stakeholder management skills.

Responsibilities

• Manage and monitor IT Service Management processes in accordance with ITIL practices.
• Incident Management: Own and coordinate incident management; drive FCR, SLAs, and backlog monitoring.
• Problem Management: Identify root causes and maintain Known Error Database (KEDB).
• Major Incident Management: Drive major incidents with stakeholder communication.
• Asset Management: Manage hardware and software assets.
• Prepare QBR reports analyzing trends, SLA impacts, and risks.
• Coordinate with infrastructure, security, and other IT teams to resolve issues.
• Identify opportunities for Continual Service Improvement (CSI).
• Design and maintain the service catalogue; prepare service scorecards.

Skills

ITSM

Incident Mgmt

Problem Mgmt

Change Mgmt

Asset Mgmt

KPI reporting

Communication

Documentation

Stakeholder mgmt

Cross-functional teamwork

Education

Bachelor's degree in IT / CS

Tools

ConnectWise

ServiceNow

BMC Remedy

Jira Service Management

Microsoft 365

Job description

Responsible for designing, deploying, and continually improving the framework used to deliver high-quality IT services. This role ensures that all IT operational workflows—including Incident, Problem, Change, and Asset Management—align with industry-standard frameworks such as ITIL to maximize system availability and user satisfaction.

Key Responsibilities

• Manage and monitor IT Service Management processes in accordance with ITIL practices.
• Incident Management: Own and coordinate incident management; drive First Call Resolution (FCR), response and resolution SLAs, and incident backlog monitoring; drive aged tickets to closure; and analyze recurring tickets to identify automation opportunities. Audit tickets and calls for quality and compliance.
• Problem Management: Proactively identify root causes and prevent recurring incidents; build and maintain the Known Error Database (KEDB) and drive problem backlog reduction.
• Major Incident Management: Drive major incident management and stakeholder communication by initiating bridge calls and email updates.
• Asset Management: Manage hardware and software assets.
• Quarterly Business Reviews (QBR): Prepare QBR reports analyzing trends, strategic health, SLA impacts, and operational risks for executive stakeholders and external clients.
• Coordinate with infrastructure, application, security, network, and other IT teams to resolve service issues.
• Identify opportunities for Continual Service Improvement (CSI).
• Design and maintain the service catalogue.
• Prepare service scorecards and KPI reports.
• Work with business stakeholders to understand service requirements and support service transition and monitoring.
• Maintain ITSM process documentation, procedures, and knowledge articles.
• Ensure compliance with organizational IT policies, controls, and service management standards.

Required Skills and Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Experience in IT Service Management or IT Operations.
• Knowledge of Incident, Problem, Change, Request, and Service Level Management.
• Experience with ITSM tools such as ConnectWise, ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.
• Strong expertise in Microsoft 365 applications, tools, and cloud-based services.
• Good understanding of SLA, KPI, and service performance reporting.
• Strong analytical, problem-solving, and communication skills.
• Strong documentation and stakeholder management skills.
• Ability to work effectively with multiple technical and business teams.

Preferred Qualifications

• Hands-on experience applying ITIL 4 practices.
• Advanced experience with ServiceNow or another enterprise ITSM platform.
• Knowledge of ISO/IEC 20000 or related service management standards.
• Experience managing major incidents and leading service improvement initiatives