SIAM Analyst

Profile : SIAM AnalystLocation : BangaloreJob Type : Full-timeNotice period : Immediate JoinerExperience : 3-5 YearsJob Summary :We are seeking a detail-oriented ITSM & SIAM Analyst to oversee service intake requests, drive process improvements, and optimize vendor performance. The ideal candidate will manage IT service operations, develop insightful dashboards, and ensure SLA compliance. Key Responsibilities Intake & Governance :

• Manage service intake requests, ensuring timely resolution and adherence to ITSM best practices.
• Track CSAT scores and facilitate governance calls to drive service excellence.

Reporting & Analytics :

• Develop interactive reports and dashboards using Power BI and ServiceNow Performance Analytics.
• Consolidate multiple data sources for actionable insights and trend analysis.

SLA Compliance & Vendor Performance :

• Monitor SLA adherence and investigate deviations, implementing corrective measures.
• Identify trends and propose solutions for vendor performance optimization.

Incident & Problem Management :

• Oversee workflows in ServiceNow, ensuring seamless incident and problem management.
• Drive root cause analysis and implement preventive actions.

Documentation & Training :

• Create and maintain SIAM documentation (SOPs, workflows, job aids).
• Conduct training sessions on ITIL v4, SIAM, and ITSM best practices.

Required Skills & Experience :

• 3-5 years of experience in IT Service Desk, SIAM, and ServiceNow reporting.
• Strong knowledge of ITSM/ITIL frameworks and service governance.
• Expertise in Power BI, SQL, and data analytics for reporting and dashboards.
• Hands-on experience in vendor management, SLA monitoring, and process improvement.

Preferred Certifications :

• SIAM Foundation / ITIL v4
• ServiceNow Certified System Administrator (CSA)
• Microsoft Power BI Data AnalystCompetencies :
• Strong analytical and problem-solving skills.
• Ability to drive action through influence and collaboration.
• Effective communication and stakeholder management.
• Proactive, data-driven approach to process optimization )