Greetings from SwaaS!

Role: ServiceNow- ITSM Analyst

Experience: 3+ years

Location: Guindy, Chennai

Key Responsibilities:
Solid experience in IT Service Management (ITSM), Service Delivery, or IT Operations, with exposure to Incident, Problem, Change, Request, and Knowledge Management.
Positive understanding of ITIL frameworks, ITSM processes, SLA management, governance, compliance, and continual service improvement.
Hands-on experience with ServiceNow ITSM for ticket management, reporting, dashboards, process monitoring, and data analysis.
Analyze ticket volumes, SLA performance, backlog, aging, recurring incidents, reassignments, and change-related issues to identify trends and improvement areas.
Support Incident, Problem, and Change Management activities, including RCA tracking, major incident reviews, change governance, and corrective action monitoring.
Prepare and present service reports, dashboards, and operational insights using ServiceNow, MS Excel, and PowerPoint for operational and management teams.
Robust analytical, communication, stakeholder management, and problem-solving skills, with the ability to drive process improvements and follow up on governance actions.

📌 Servicenow Itsm Analyst Chennai (India)
🏢 SwaaS Systems
📍 India