Description

Key responsibilities involve managing IT Helpdesk operations and ensuring timely resolution of incidents and service requests. The specialist will handle incident, problem, change, and service request management following ITIL best practices, use ServiceNow for ticketing, workflow, and reporting, maintain an accurate CMDB, coordinate with internal teams to improve services, prepare Excel reports and dashboards for management, and ensure SLA compliance and continuous service improvement.

• Manage IT Helpdesk operations and ensure timely incident and service request resolution.
• Execute Incident, Problem, Change, and Service Request Management following ITIL best practices.
• Utilize ServiceNow for ticketing, workflow automation, and reporting.
• Maintain and update the CMDB with accuracy and compliance.
• Coordinate with internal teams and stakeholders to drive service improvements.
• Create Excel reports and dashboards for management review.
• Monitor SLA adherence and implement continuous service improvement.

Requirements

The role is for an IT Service Management Specialist based in Noida, Faridabad, or Bangalore, working from the office, with 4–6 years of relevant experience.

Required qualifications include hands‑on experience with ServiceNow or an equivalent ITSM platform, 4–6 years in IT Service Management, strong knowledge of the ITIL framework (certification preferred), solid understanding of incident, problem, change management and CMDB, advanced Excel skills, experience in reporting and data analysis, and excellent verbal and written communication.

Preferred additional skills include a working knowledge of SQL.

• Required: 4–6 years ITSM experience, strong ITIL knowledge, ServiceNow expertise, advanced Excel, and excellent communication.
• Preferred: Working knowledge of SQL.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance