ServiceNow - ITSM Analyst

Swaas Systems; Chennai District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Swaas Systems in Chennai (Guindy) is seeking a ServiceNow- ITSM Analyst with 3+ years of experience to manage ITSM processes and service delivery. The role focuses on incident, problem, and change management with strong data analysis and reporting skills.

You will work closely with stakeholders to monitor SLA performance, governance actions, and continual service improvement, delivering operational insights through dashboards and reports.

Qualifications

• 3+ years of experience in ITSM/Service Delivery or IT Operations.
• Hands-on ServiceNow ITSM experience for ticket management, reporting, dashboards, and data analysis.

Responsibilities

• Handle ITSM processes across Incident, Problem, Change, Request, and Knowledge Management.
• Analyze ticket volumes, SLA performance, backlog, aging, recurring incidents, and change-related issues to identify trends.
• Support Incident, Problem, and Change Management activities including RCA tracking and major incident reviews.
• Prepare and present service reports and dashboards using ServiceNow, MS Excel, and PowerPoint for operations and management.

Skills

ITSM

ITIL

ServiceNow

Incident Mgmt

Problem Mgmt

Change Mgmt

SLA Mgmt

Governance

Data Analysis

Reporting

Dashboards

Communication

Stakeholder Mgmt

Tools

ServiceNow ITSM

Job description

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.