IT Service Management Analyst
Role description summary
The IT Service Management Analyst plays a critical role in ensuring the reliability, efficiency, and financial sustainability of SES’s IT services and cloud environments. This role combines IT Service Management (ITSM) analytics with cost optimization practices, transforming operational and financial data into actionable insights.
You will transform service and financial data into actionable insights, monitor the health of IT operations through KPIs, analyze software and cloud usage, and support continuous improvement across core ITSM processes. Working closely with IT, engineering, finance, and external partners, you will help ensure IT services are both operationally robust and cost-effective across the organization.
This role is ideal for a data-driven professional who enjoys improving how IT services are delivered while maintaining solid financial discipline.
Primary responsibilities / Key result areas
- IT Service Management & Performance Analytics
- Collect, analyze, and report on IT service metrics (e.g.,
SLA compliance, response and resolution times, service availability) to identify trends, risks, and improvement opportunities.
- Assist in the design, development, and maintenance of BI dashboards and ensure dashboards are up-to-date, accurate, and provide meaningful insights to stakeholders.
- Support incident, change, and problem management activities, including meeting preparation, action tracking, and ensuring data quality within ITSM platforms.
- Design and run service-related surveys (e.g., user satisfaction or Copilot surveys), analyze results, and provide actionable insights to improve service quality.
- Coordinate service governance routines and recurring service review meetings with internal teams and operational partners; track service performance, issues, and improvement actions.
- Financial & Cost Management (Supporting Responsibility)
- Analyze IT, software, and cloud cost data (AWS,
📌 IT Service Management Analyst (Chennai)
🏢 SES
📍 Chennai