Job Title: IT Service Management Qualified

Req ID: 61174

Job Function: Software Engineering

Posting Start Date: 28/07/2026

Posting End Date: 05/08/2026

Division: Digital

Job Location: DLF IT Park 2

Advertised Salary: Competitive

Recruiter: Mounika Nagabhiru

Hiring Manager: Amit Ghosh

Career Grade: E

About The Role

We are seeking an experienced IT Service Management and Data Insights professional skilled in leveraging ServiceNow’s reporting and analytics capabilities. The role focuses on managing and improving end-to-end IT support reporting for Incident, Request, Problem, Change, Knowledge, and Service Level Management, ensuring an excellent colleague experience and operational efficiency. This includes governance of IT support services, driving service improvements, monitoring KPI/SLA performance, analysing trends, tying cross-functional teams, and helping digital workplace technologies such as devices, collaboration tools, identity & access, and workplace services.



We are seeking an experienced IT Service Management and Data Insights professional skilled in leveraging ServiceNow’s reporting and analytics capabilities. The role acts as a key link between end users, support teams, and service providers to deliver reliable, customer-centric, and continually improving IT services.

What You’ll Be Doing

Own the end-to-end reporting, analytics, and governance framework for IT Support within the Digital Workplace function, ensuring accurate, consistent, and high-quality service performance insights.
Develop, enhance, and maintain ServiceNow dashboards and reports covering IT service performance, operational trends, colleague experience, customer sentiment, and other key ITSM use cases.
Use ServiceNow out-of-the-box reporting, Performance Analytics, and Power BI to deliver workable insights that help data-driven decision-making across IT Support and Service Management.
Translate business requirements and leadership priorities into meaningful KPIs, metrics,

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