Job description:

Job Description Job description — IT Service Management / IT Service Owner (ITSO) Analyst / Specialist

Role summary

To help ensure services are controlled, resilient, audit-ready, and aligned to processes, including IT Service Acceptance (ITSA), Business Impact Analysis (BIA) and service resilience tooling such as SCOTT and BRETT, plus operational workflow in ServiceNow (SNOW).

Key responsibilities
• ITSM & Operational Control
• Manage and improve ITSM practices (incident, problem, change, request, service level management) in line with agreed standards in project
• Drive operational hygiene: ticket quality, prioritisation, stakeholder updates, and accurate reporting/MI.
• Support audit/compliance readiness through evidence collection, process adherence, and timely remediation actions.

ITSO-related activities
• Support IT Service Owners with day-to-day governance and control activities (service health, risks/issues, lifecycle tasks, documentation).




• Maintain accurate service information and artefacts required for service governance and reviews.
• Service resilience & continuity
• Coordinate and maintain service resilience activities and evidence:
• SCOTT (Service Continuity Testing Tracker) — continuity testing coordination, evidence capture, reporting.
• BRETT (Backup and REstoration Testing Tracker) — backup/restore testing attestations, evidence, and follow-ups.
• Support BIA (Business Impact Analysis) activities: gathering inputs, validating criticality assumptions, maintaining records and actions.
• etc
• Support delivery teams through ITSA (IT Service Acceptance) activities (recent services or hosting/infrastructure changes), ensuring required controls and artefacts are completed.
• Work with technology and business stakeholders to ensure smooth transition to BAU, including operational readiness.

Collaborate across operations, engineering, risk/control, and business teams; run focused

📌 ITSM / ITSO Specialist for Pune and Hyderabad
🏢 Wipro
📍 Pune