IT Service Management Specialist

5 days ago

Noida, Uttar Pradesh, India beBeeItsmbenefits Full time ₹ 15,00,000 - ₹ 25,00,000

Job Title:

ITSM Operations Lead

We are seeking an experienced IT Service Management (ITSM) expert to lead the design, implementation, and continuous improvement of ITSM processes and tools. This role is responsible for managing service desk operations, ensuring high-quality ticket resolution, and driving process improvements across various ITSM modules.

Key Responsibilities:

  • Design and implement ITSM processes in accordance with ITIL v4 best practices.
  • Administer and configure ITSM tools, such as ServiceNow, Salesforce, etc., to meet project needs.
  • Drive process improvements and automation across service desk and support functions.
  • Develop and maintain SOPs, KBs, workflows, and training documentation.
  • Ensure quality and timely resolution of tickets across all ITSM modules: Incident, Problem, Change, Request.
  • Conduct regular audits and ensure process compliance across projects.
  • Generate and analyze SLA KPI reports, root cause analyses, and service improvement plans.
  • Coordinate with cross-functional teams to manage major incidents and escalations.
  • Provide training and mentoring to service desk teams on ITSM practices.
  • Support internal external audits and ensure ISO ITIL process alignment.

Required Skills and Qualifications:

  • 5 years of experience in ITSM Service Desk Operations with strong process knowledge.
  • Hands-on experience with ITSM tools, such as ServiceNow, Salesforce, BMC Remedy, or equivalent.
  • Strong understanding of SLA OLA definitions, reporting, and management.
  • Excellent knowledge of ITIL framework, certification preferred.
  • Experience with automation tools and integrating ITSM with monitoring systems.
  • Proficient in preparing RCA reports, SMR decks, and performance analytics.

Benefits:

  • B Tech, MCA, MBA.
  • Desirable Qualifications:
    • ITIL v4 Certification.
    • Experience working in Shared Services or Global Delivery models.
    • Knowledge of scripting tools for automation and reporting, e.g., PowerShell, Python.
    • Exposure to ISO 20000 and ISO 27001 audit practices.
    • Strong communication, stakeholder management, and documentation skills.

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