IT Service Delivery Specialist

The Chemours Company; Gurgaon; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Tuition reimbursement

Learning & development

Diversity & inclusion

Volunteer day

Job summary

The Chemours Company in Gurgaon, India, is seeking an IT Service Management professional to support ITSM, ITAM, and CMDB processes and drive service delivery improvements. You will gather requirements, document processes, and coordinate initiatives to enhance efficiency and experience.

You will also contribute to governance, compliance, incident and change management, reporting, and training to promote consistent execution of ITSM practices across the organization.

Qualifications

• 3–5 years' experience in ITSM, Service Desk, Infrastructure Support, or Service Delivery.
• Bachelor's degree in information technology, Business Administration, or related field or equivalent relevant experience.
• Working Knowledge of ITIL frameworks and best practices.
• Strong aptitude and experience supporting enterprise IT services, applications, and infrastructure.
• Excellent interpersonal and communication skills, with the ability to engage effectively across all levels of the organization.

Responsibilities

• Support ITSM, ITAM, and CMDB processes and governance.
• Assist service delivery initiatives to improve operational efficiency and customer experience.
• Gather requirements, document processes, and coordinate activities.
• Follow ITSM, ITAM, and CMDB policies, procedures, standards, and controls.
• Support compliance, audit, and reporting requirements by collecting and validating data.
• Assist day-to-day administration of Incident, Request, Problem, Change, Knowledge, Asset, and Configuration Management processes.
• Maintain service catalogs, workflows, notifications, and process documentation.
• Improve process performance and identify opportunities for service improvements.
• Work with Infrastructure, Cybersecurity, Procurement, Finance, and Application teams to maintain asset and configuration information.
• Develop and maintain standard reports, dashboards, KPIs, and service performance metrics.
• Analyze operational data and provide recommendations for process improvements.
• Support SLA monitoring, compliance reporting, and service management performance reviews.
• Develop and deliver training, process documentation, knowledge materials, and user education sessions.

Skills

Customer service mindset

Interpersonal skills

Communication skills

Stakeholder management

Process improvement

Education

Bachelor's degree in information technology, business administration, or related field

Tools

ServiceNow

Microsoft 365

Azure

Job description

Job Description:

The responsibilities of the position include, but are not limited to, the following:

• Service Management & Process Support Support the administration and continuous improvement of ITSM, ITAM, and CMDB processes and capabilities.
• Assist with service delivery initiatives that improve operational efficiency, process consistency, and customer experience.
• Support service management projects and initiatives by gathering requirements, documenting processes, and coordinating activities.

Governance & Compliance Support

• Follow established ITSM, ITAM, and CMDB policies, procedures, standards, and controls.
• Support compliance, audit, and reporting requirements by collecting and validating data and documentation.

Service Operations & Administration

• Assist with day-to-day administration of Incident, Request, Problem, Change, Knowledge, Asset, and Configuration Management processes.
• Maintain service catalog items, workflows, notifications, and process documentation.
• Improve process performance and identify opportunities for service improvements.

ITAM & CMDB

• Work with Infrastructure, Cybersecurity, Procurement, Finance, and Application teams to maintain accurate asset and configuration information.
• Assist with asset lifecycle activities, configuration management processes, and data quality initiatives.

Reporting & Continuous Improvement

• Develop and maintain standard reports, dashboards, KPIs, and service performance metrics to support quality management of our service desk.
• Analyze operational data and provide recommendations for process improvements.
• Support SLA monitoring, compliance reporting, and service management performance reviews.
• Develop and deliver training, process documentation, knowledge materials, and user education sessions to promote adoption, understanding, and consistent execution of ITSM, ITAM, and CMDB procedures and best practices.

Vendor & Stakeholder Support

• Assist in managing vendor relationships, service requests, and performance reporting.
• Coordinate with internal teams and external service providers to support service delivery objectives.
• Help track vendor performance,
• Provide responsive customer service and support to stakeholders across the organization.

The Following Is Required For This Role

• 3-5 years' experience in IT Service Management, Service Desk, Infrastructure Support, or Service Delivery.
• Bachelor's degree in information technology, Business Administration, or related field or equivalent relevant experience.
• Working Knowledge or ITIL frameworks and best practices
• Strong aptitude and experience supporting enterprise IT services, applications, and infrastructure.
• Excellent interpersonal and communication skills, with the ability to engage effectively across all levels of the organization.
• Strong customer service mindset with a commitment to understanding user needs and delivering exceptional support.
• The following is preferred for this role:
• ITIL Foundation certification.
• Experience supporting Microsoft 365, Teams, Azure, or other cloud-based services.
• Experience with ServiceNow or other IT Service Management (ITSM) platforms.
• Knowledge of service level management, KPI reporting, and performance metrics.
• Experience coordinating major incidents and managing stakeholder communications.
• Familiarity with continual service improvement (CSI) methodologies and process optimization.
• Demonstrated ability to identify service improvement opportunities and drive positive customer outcome.

Benefits

• Competitive Compensation
• Comprehensive Benefits Packages
• Tuition Reimbursement
• Learning and Development Opportunities
• Strong Inclusion and Diversity Initiatives
• Company-paid Volunteer Day
• We're a different kind of chemistry company because we see our people as our biggest assets. Instead of focusing just on what our employees do each day, we look at how they do it by taking a different approach to talent development, employee engagement, and culture. Our goal is to empower employees to be their best selves, at Chemours and in life.

At Chemours, you will find sustainability in our vision, our business and your future. If you want to work on the leading edge of your field and have a desire to make a difference, join Chemours and discover what it means when we say "We Are Living Chemistry".