Service Transition Support Analyst

Netrio; Maharashtra; On-site; INR 600,000 - 820,000; Full time

Job summary

Netrio is hiring a Service Transition Support Analyst to coordinate the smooth handover of new and changed client services into operations. You will work with the Service Transition Manager, delivery teams, and operations to ensure a seamless transition into business-as-usual support.

You will configure ITSM tools (ServiceNow), draft knowledge articles, conduct internal trainings, track milestones, and address early life support issues while gathering feedback to improve future transitions.

Qualifications

• Experience coordinating IT service transitions and onboarding activities.
• Familiarity with ITSM concepts and best practices (ITIL preferable).
• Strong written and verbal communication across multiple stakeholders.
• Ability to track milestones, risks and issues across delivery, transition and operations.
• Analytical mindset to monitor metrics and stakeholder sentiment.

Responsibilities

• Support configuration and validation of ITSM toolsets (e.g., ServiceNow) for client readiness.
• Draft knowledge base articles and internal guides for SMEs and ops teams.
• Coordinate internal training sessions for operations before handover.
• Schedule and track transition milestones, ensuring timely completion.
• Coordinate readiness assessments including training, monitoring setup and docs.
• Work with service delivery teams to meet acceptance criteria before transitioning.
• Prepare and deliver client welcome materials and support guides.
• Act as point of contact during Early Life Support to address issues.
• Gather stakeholder feedback and capture lessons learned for future transitions.
• Monitor client sentiment, ticket volumes, and SLA adherence during ELS.
• Provide regular status updates to Transition Manager and teams.
• Identify risks and gaps in onboarding and escalate when needed.
• Suggest process improvements to enhance onboarding efficiency and client experience.

Skills

Strong organizational skills

Coordination skills

Written communication

Stakeholder engagement

Analytical skills

Willingness to learn service管理

Tools

ServiceNow

Job description

About The Role

The Service Transition Support Analyst plays a key role in ensuring the smooth transition of new and changed client services into operations. Working closely with the Service Transition Manager, delivery teams, and operations, this role coordinates transition activities to deliver a seamless handover into business-as-usual support.

About The Role

The Service Transition Support Analyst plays a key role in ensuring the smooth transition of new and changed client services into operations. Working closely with the Service Transition Manager, delivery teams, and operations, this role coordinates transition activities to deliver a seamless handover into business-as-usual support.

Key Responsibilities

• Support the configuration and validation of the ITSM toolset (e.g., ServiceNow) to ensure readiness for clients.
• Draft knowledge base articles, and internal support guides for review by SMEs and operational teams.
• Coordinate and facilitate internal training sessions for operations teams before handover.
• Schedule and track service transition milestones, ensuring all activities are completed on time and to specification.
• Coordinate readiness assessments, tracking the completion of all necessary activities (e.g., training, monitoring setup, documentation finalization).
• Work closely with service delivery teams and SMEs to ensure all service acceptance criteria are met before transitioning to operational support.
• Prepare and deliver client welcome materials and support guides to ensure a smooth initial experience.
• Act as the point of contact during the Early Life Support period to address and resolve any initial service delivery issues.
• Gather feedback from key stakeholders (client, internal teams) and ensure lessons learned are captured and integrated into future transitions.
• Monitor client sentiment, ticket volumes, and SLA adherence during Early Life Support, proactively addressing any concerns.
• Provide regular, clear status updates to the Service Transition Manager and internal teams to ensure alignment with client expectations and timelines.
• Identify risks, gaps, or recurring challenges in the onboarding process, escalating issues when necessary.
• Suggest and implement process improvements to enhance the efficiency of the onboarding process and client experience.

Essential

Skills & Experience

• Strong organizational and coordination skills.
• Experience with ITSM tools (preferably ServiceNow).
• Good written communication skills.
• Ability to engage with multiple stakeholders across delivery, transition, and operations teams.
• Analytical skills to monitor ticket data and client sentiment.
• Willingness to learn and apply service management best practices.

Desirable

Familiarity with ITIL processes, especially Service Transition and Service Operations.

At Netrio, our people are at the heart of everything we do. Guided by our core values-Empathy, Partnership, Integrity, Accountability, and Innovation-we foster a culture where collaboration and trust drive real impact. We believe in listening first, delivering on our promises, and pushing the boundaries of what's possible with technology. If you're passionate about making a difference and want to be part of a team that grows together and leads with purpose, we invite you to explore our open opportunities and join us on our mission.