Posted 13 June, 2026

IT Service management

Diverse Lynx

Maharashtra Full Time

Reference: 365_569689_20-00194

Job Title: ITSM
Experience Level: 3+ years
Detailed JD:

Service Management Office – Service Analyst
Role Overview
Responsible under the direction of IT Service Management process owners for supporting governance within the Service Management Office. This will include the day to day management of colleague experience processes including CSAT, ticket escalation and ticket quality Assurance. Performing clerical support, analysis and reporting on the health of and adherence to WTW's ITSM processes, including, but not limited to Incident, Request, Problem, Change, Knowledge and Operational Acceptance. Working closely with IT teams to ensure quality and consistency is maintained through the effective and efficient handling all tickets.

Minimum Criteria & Skills

Awareness and experience of ITIL Service Management and ITIL lifecycle processes.
Experience in identifying and developing key MI information.
The ability to deliver outputs to agreed timescales.
Ideally will be able to demonstrate success in a similar role.
Must have experience working with Service Now.
Proficient with MS Office products, particularly MS Excel and PowerPoint for development and presentation of data analysis, graphs, pivot tables.
Excellent analytical and problem solving skills
Actively promotes ideas, proposals, influences strategy, encourage innovation and manage change
Customer Service orientation with a strong bias toward action
Ability to build strong working relationships, with IT and business managers
Ability to understand and assess global IT implications of work undertaken
Excellent and effective communication skills