Roles and Responsibilities

- Drive IT support quality through escalation management, backlog monitoring, and service performance governance.

- Support and enhance MyEUP (AI-powered IT assistant) through knowledge management, feedback analysis, AI adoption, and automation initiatives.

- Lead and contribute to transformation projects focused on AI, process optimization, and operational efficiency.

- Develop dashboards, KPI scorecards, and performance reports to drive accountability and continuous service improvement.

- Manage knowledge articles, self-service content, and user satisfaction surveys to improve user experience and reduce support dependency.

- Ensure compliance with global IT governance standards, supplier performance expectations, and support process excellence.

Job Requirements

- Bachelor's degree in IT, Computer Science, Engineering,



or a related field with 5+ years of experience in IT Service Management, support governance, or operational excellence.

- Hands-on exposure to AI tools, chatbots, Agentic AI, automation platforms, or digital transformation initiatives.

- Robust experience with ITSM platforms such as ServiceNow, BMC Helix, or Jira Service Management.

- Proficiency in data analysis, dashboard creation, KPI monitoring, reporting, and performance management.

- Excellent stakeholder management, communication, and cross-functional coordination skills in a global environment.

- Proactive, analytical, and improvement-focused mindset with strong problem-solving and collaboration abilities.

📌 Business Analyst - SQM and MyEUP Analyst (Chennai)
🏢 CMA CGM
📍 Chennai