Business and Support Analyst - Agentic AI / ServiceNow

- Bachelor's degree in IT, Computer Science, Engineering, or related field with minimum 5 years of experience in IT Service Management, support governance or operational excellence.
- AI implementation exposure – hands-on with AI tools, Agentic AI implementation & testing, AI chatbots, or automation platforms.
- ITSM platform expertise – ServiceNow, BMC Helix, or Jira Service Management (Incident, Service Catalog, Reporting).
- Cross-functional coordination – proven experience managing escalations across multiple teams.
- 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.
- 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.
- Exposure to AI-powered support tools, chatbots or automation platforms such as ServiceNow AI solutions or similar technologies is an advantage.
- Experience in maintaining knowledge articles through Knowledge Management lifecycle, process documentation and self-service content is desirable.




- Strong organizational skills managing multiple priorities simultaneously.
- Excellent stakeholder management and communication across global teams.
- Cooperative mindset thriving in multicultural environments.
- User-focused with commitment to service quality & continuous improvement.
- You will be a key operational guardian ensuring IT support quality across the 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.
- Contribute to strategic transformation initiatives by supporting AI powered IT assistant
- Executing global governance standards, and driving automation/innovation projects. Additionally,
- Will produce dashboards and reports that drive actionable insights, manage knowledge articles for self-service capabilities and analyze user satisfaction data to enhance experience.
- Enhance user experience via surveys, knowledge management & feedback analysis.
- Drive accountability through dashboards, KPIs & governance execution.
- Prevent operational crisis through escalation & backlog management.
- Preferably immediate joiner

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📌 Business Analyst and Support - Agentic AI or ServiceNow (Chennai)
🏢 RELIX HR Consulting- Recruitment Partner for Excellence
📍 Chennai