Systems Operations Analyst I (IT Desktop Support, ServiceNow, ITIL) 2-4 Years -Indore
On-site · Indore, Madhya Pradesh, India
Job Summary
Systems Operations Analyst I responsible for service delivery, incident and service request resolution, and customer engagement within a global Payments environment. Own ServiceNow (SNOW) usage and ITSM processes, monitor service desk metrics and KPIs, ensure ITIL-aligned practices and documentation, and provide training and support to service desk staff. Build strong relationships with key stakeholders across primary locations/regions to ensure high customer satisfaction. Leverage SNOW to manage incidents, requests, and communications, while adhering to SLAs and policies.
Required Qualifications
- Proven experience in a service desk role or IT Desktop Support role
- Experience with ServiceNow (SNOW)
- Experience with ITSM solutions; SNOW preferred
- Strong knowledge of ITIL framework and best practices
- Excellent leadership, communication, and interpersonal skills
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities
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