Service Management Professional

2 weeks ago

Bengaluru, Karnataka, India beBeeServiceManagement Full time ₹ 18,00,000 - ₹ 24,00,000
Job Summary

The ideal candidate for this role possesses strong organizational and communication skills, with a background in service management frameworks such as ITIL.

  • Manage the service request lifecycle from initiation to closure.
  • Monitor and prioritize incoming service requests to ensure timely resolution.
  • Assign and escalate requests to appropriate teams or personnel.
  • Ensure service level targets and KPIs are consistently met.
Main Responsibilities:
  • Coordinate with cross-functional teams to resolve complex or high-priority requests.
  • Maintain accurate documentation and records of all service requests.
  • Analyze service request trends and prepare regular reports for management.
  • Identify opportunities to improve request handling processes and enhance customer experience.

Additional responsibilities include conducting user training or awareness sessions related to the service request process and participating in audits, reviews, and quality assurance activities.

Requirements and Qualifications
  • Bachelor's degree in Information Technology, Business Administration, or related field.
  • 3–5 years of experience in a service management or IT support environment.
  • Experience with service management tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
Key Skills and Abilities
  • Strong understanding of service request management and ITIL best practices.
  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving abilities.

Additionally, proficiency in Microsoft Office Suite and reporting tools is required. Customer-focused mindset with a commitment to service excellence is a must.

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