IT Service & Incident Analyst

Total System Services; Pune District; On-site; INR 8,00,000 - 12,00,000; Full time

Job summary

A global payment solutions company is seeking an experienced IT Service Management professional to analyze data and solve IT issues. The ideal candidate should have at least 3 years of experience, strong knowledge of Power BI, and hands-on skills with ServiceNow. Responsibilities include studying data from incidents, creating reports, and collaborating with various teams to improve IT services.

Qualifications

• At least 3 years of experience in IT service management or data analysis.
• Good knowledge of Power BI for building reports and dashboards.
• Hands-on experience with JIRA / ServiceNow for incident and problem tracking.

Responsibilities

• Study data from incidents and changes to find patterns.
• Create dashboards and reports using Power BI.
• Suggest improvements based on data findings.
• Use ServiceNow to track problems and root causes.

Skills

Data analysis

Problem-solving

Power BI

ServiceNow

Communication skills

Stakeholder management

Education

Bachelor's Degree in Computer Science or related field

ITIL Foundation certification

Tools

JIRA

Excel

SQL

Python

Job description

Overview

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary

Summary: We’re looking for someone who enjoys working with data and solving problems. You’ll be part of a team that looks at IT issues and trends to help prevent future problems. If you have experience using Power BI for reporting and ServiceNow for managing IT services, this could be a great fit.

What You’ll Do

• Study data from incidents, problems, and changes to find patterns and repeated issues.
• Create easy-to-understand dashboards and reports using Power BI.
• Work with different teams to understand the data and suggest improvements.
• Share your findings with managers and other stakeholders.
• Use ServiceNow to track problems, find root causes, and help fix them.
• Help technical teams put preventive solutions in place.
• Support ongoing efforts to improve IT services using data insights. Facilitates the service transition process by maintaining the product catalogue in line with current business requirements.
• Participates in the continual service improvement process by providing feedback concerning their role and key data points to enhance existing process and service in line with enterprise policy.

What We’re Looking For

• At least 3 years of experience in IT service management or data analysis.
• Good knowledge of Power BI for building reports and dashboards.
• Hands-on experience with JIRA / ServiceNow, especially for incident and problem tracking.
• Strong analytical and problem-solving skills.
• Excellent communication skills and ability to work with different teams. Excellent communication and stakeholder management abilities.

Nice to Have / Minimum Qualification

• Bachelor's Degree
• Relevant Experience or Degree in: Experience with various technologies and IT Services. Major in Computer Science strongly preferred, other majors considered. Willing to accept additional experience in lieu of a degree.
• Typically Minimum 3 Years Relevant Exp
• ITIL Foundation certification.
• Experience with automation or scripting in JIRA / ServiceNow.
• Familiarity with other tools like Excel, SQL, or Python.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [e-mail].