ServiceNow Business Analyst

Job Title:

ITSM / ServiceNow Operations Analyst

Experience:

5\+ Years

Location:

Bangalore

Notice Period: Immediate

Mode:

Full‑time

Job Description:

• Review and manage day‑to‑day IT operations tickets including

Incident, Request, and Problem Management

.

• Categorize and prioritize tickets (

P1/P2

) and ensure timely resolution of high‑priority and business‑critical issues.

• Handle

escalations

, major incidents, and coordinate with cross‑functional teams.

• Monitor

SLA/OLA

, ticket aging, backlog, and overall service performance.

• Track

CSAT

, follow up on feedback, and drive improvement actions.

• Perform

BAU support

activities and ensure operational stability.

• Communicate effectively with stakeholders and translate business issues into technical context.

Required Skills:

• Strong understanding of

ITIL / ITSM processes

• Hands‑on experience with

ServiceNow

• Experience in

BAU support and escalation management

• Knowledge of

SLA, KPI, CSAT monitoring

• Excellent communication and stakeholder management skills

Preferred:

• Experience in

Major Incident Management

• Familiarity with

governance and compliance processes

• ITIL / ServiceNow certification (good to have)