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

📌 Business Analyst Sqm And Myeup Analyst Chennai
🏢 CMA CGM
📍 Chennai