Sr Analyst, ITSM
Evolent (company site, opens in a new tab)5+ yrsPuneOn-siteDirect career pageEst. 8–14 LPA
Posted on 24 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage IT Service Management (ITSM) practices including Incident, Change, Problem, and Service Level Management across Enterprise IT using Jira workflows.
- Develop and maintain SOPs, reports, dashboards, and KPI-driven insights to drive continuous service improvement and operational governance.
- Coordinate incident response, change approvals (CAB/eCAB), and facilitate weekly operational reviews to ensure service reliability and transparency.
Minimum Requirements
- Bachelor’s or master’s degree in IT, Computer Science, or related field.
- Minimum 5 years experience in IT Service Management or equivalent roles with hands-on process optimization and technology efficiency.
- Proficiency with ITIL/ITSM frameworks and practical experience using Jira, Confluence, and SharePoint.
- Willingness to work night shifts (02:30pm - 11:30pm IST, with flexibility for 06:30pm - 03:30am IST); stable high-speed wired internet connection (min 50 Mbps) for remote work.
Ideal Candidate Profile
- Experienced in managing ITSM processes in large or global IT environments, preferably healthcare domain exposure.
- Data-driven decision maker with strong analytical skills to translate operational metrics into actionable improvements.
- Skilled at cross-functional communication and influence without direct authority, facilitating stakeholder engagement and risk-informed decision making.