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Mid-level generalist title, Chennai metro, remote option, and well-known enterprise brand amplify competition.
Service desk and ITSM skills transfer across industries, but ServiceNow/ITIL specificity raises sensitivity.
Explicit 4–7 years plus required ServiceNow platform and ITIL experience create strict shortlisting filters.
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Analyze and report on service desk performance metrics using ServiceNow data to identify trends and improvement areas.
Conduct quality audits and lead continuous improvement projects to enhance service quality and operational efficiency.
Drive AI and automation initiatives to optimize service desk operations and support implementation of predictive and AI-driven solutions.
Bachelor's degree in business, Information Systems, or related field.
4–7 years of experience in business analysis, preferably in IT service management or service desk environments.
Strong experience with ServiceNow platform, including report and dashboard building.
Proficiency in data analysis tools such as Excel, SQL, Power BI, or Tableau; solid understanding of ITIL processes.
Experienced in translating complex service desk data into actionable insights and structured solutions across cross-functional teams.
Skilled at managing and executing small to medium-scale operational improvement projects with measurable outcomes.
Familiar with AI/automation applications in IT service management and driving data-driven, continuous improvement initiatives.