THE ROLE

As IT SQM Support Analyst in GBS India, you will be a key operational guardian ensuring IT support quality across CMA CGM Group. You will manage escalations and ticket backlogs, participate in follow-the-sun coverage for global service continuity and monitor performance to maintain service quality.

You will also contribute to strategic transformation initiatives by supporting MyEUP (our AIpowered

IT assistant), executing global governance standards, and driving automation/innovation projects. Additionally, you'll produce dashboards and reports that drive actionable insights,

manage knowledge articles for self-service capabilities and analyze user satisfaction data to enhance experience—positioning you at the intersection of operational excellence and AIenabled innovation within our team.

Key impacts:

- Prevent operational crisis through escalation & backlog management
- Enable AI innovation via MyEUP operations & automation projects
- Drive accountability through dashboards, KPIs & governance execution
- Enhance user experience via surveys, knowledge management & feedback analysis

KEY RESPONSIBILITIES

Escalation & Backlog Management

- Manage end-user escalations and coordinate timely resolution with support teams
- Monitor ticket backlogs, identify recurring issues, and support remediation plans
- Follow up with support teams, service providers and stakeholders

Reporting & Performance Governance
- Produce operational dashboards, scorecards, and KPI reports driving accountability
- Analyze performance trends & enforce KPI compliance with internal teams & suppliers
- Trigger remediation actions when quality thresholds are breached

MyEUP AI Operations & Innovation
- Support MyEUP (AI-powered IT assistant) operation through knowledge management and quality reviews




- Contribute to automation, process optimization and AI innovation projects
- Analyze feedback to enhance adoption, ticket deflection rates & deploy new capabilities

Service Quality & Operational Governance
- Execute SQM processes aligned with global standards and best practices
- Collaborate with support teams and providers to ensure e?icient operations
- Ensure compliance with governance standards across all support activities

Knowledge Management & User Experience
- Maintain knowledge articles and promote self-service capabilities
- Support user satisfaction surveys and identify improvement opportunities from feedback
- Enhance documentation quality for faster resolution and reduced escalations

Supplier Governance & Process Optimization
- Support vendor performance monitoring and governance activities
- Contribute to ITSM process improvement and service catalog optimization
- Collaborate with global teams on transformation initiatives

WHO WE ARE LOOKING FOR

Essential Requirements

- Bachelor's degree in IT, Computer Science, Engineering, or related field
- At least 3 years of experience in IT Service Management, support governance or operational excellence
- ITSM platform expertise – ServiceNow, BMC Helix, or Jira Service Management (Incident,

Service Catalog, Reporting)
- Cross-functional coordination – proven experience managing escalations across multiple teams




- AI implementation exposure – hands-on with AI tools, chatbots, or automation platforms
- Analytical & reporting skills – dashboard creation, KPI monitoring, performance analysis
- Enabler mindset – proactive collaborator who empowers teams and drives collective success
- Proactive problem-solver – identifies issues and drives improvements independently
- Excellent English (written & verbal) for global

Professional Competencies

- Strong organizational skills managing multiple priorities simultaneously
- Excellent stakeholder management and communication across global teams
- Team-oriented mindset thriving in multicultural environments
- User-focused with commitment to service quality & continuous improvement

Preferred Qualifications (Nice to have)
- ITIL Foundation certification (or willingness to obtain)
- Digital transformation, automation, or analytics project experience
- French language skills

Technical Skills

- Skill Tools / Technologies
- ITSM Platforms Good knowledge of ITSM tools such as ServiceNow, BMC Helix, Jira
- Service Management, or similar platforms (modules Incident, Service Catalog, Knowledge Base, CMDB, Reporting, Service Portal).
- Data Analysis & Reporting
- ServiceNow Reporting, Qlik, Excel or equivalent reporting tools.
- Process Design & Documentation, Lucidchart, Confluence, SharePoint or equivalent documentation tools.
- AI & Digital Support Solutions
- Exposure to AI-powered support tools, chatbots or automation platforms such as ServiceNow AI solutions or similar technologies is an advantage.
- Knowledge Management: Experience in maintaining knowledge articles, process documentation and self-service content is desirable.

📌 Business Analyst SQM (Chennai)
🏢 CMA CGM Global Business Services (India
📍 Chennai