Job Description

Job Summary

Detailed Job Description Cross Functional ITSM Analyst (L2) Incident Management • Change Management • Problem Management • ServiceNow • ITIL Process Coordination Role Level L2 / Senior ITSM Analyst Experience 3-6 years preferred Service Window 24x7 operations + shift support Function Cross Functional ITSM Primary Processes Incident, Major Incident support, Change, Problem, RCA support, Service Request alignment Core Tools ServiceNow, Remedy, ITSM dashboards, Excel/Power BI, MS Teams Primary Stakeholders Service Desk, NOC, resolver groups, vendors, L3 SMEs, PMO, service owners, customer teams Operating Model Cross-functional coordination across network, security, tools, field and application teams Certifications ITIL Foundation required/preferred; ServiceNow exposure preferred Document Type Reusable detailed L2 staffing profile 1. Role Summary The Cross Functional ITSM Analyst (L2) is responsible for executing and coordinating ITIL-aligned Incident Management, Change Management and Problem Management processes across technology towers, service desk, vendors and customer stakeholders. The role focuses on L2 escalation handling, ticket quality, SLA tracking, major incident bridge support, initial RCA coordination, problem-record follow-up, change request preparation, CAB coordination, implementation validation, reporting and continuous process improvement. The role is cross-functional by design and operates across network, security, tools, field services, applications and infrastructure domains to maintain service stability and process compliance. 2. Role Purpose & Business Outcomes • Ensure incidents are triaged, assigned, updated, escalated and resolved within agreed SLA through strong cross-functional coordination. • Support major incident communication, action tracking and documentation so resolver teams remain focused on restoration. • Coordinate standard and normal changes with complete implementation details, approvals, CAB readiness, validation and closure evidence. • Support Problem Management by identifying recurring trends, logging problem candidates and tracking RCA/permanent fix actions to closure. • Maintain process hygiene through quality ticket updates, dashboards, SOPs, knowledge articles and improvement actions. 3. Key Roles & Responsibilities • Incident Triage & Coordination: Handle L2 incident escalations, validate impact/priority, coordinate resolver groups, track ownership, push for timely restoration and keep tickets updated with clear actions. • SLA & Backlog Governance: Monitor SLA risk, aging tickets, ticket hopping, assignment delays, pending customer/vendor actions and breached/at-risk incidents; escalate issues promptly. • Major Incident Support: Participate in major incident bridges, capture actions, owners, timestamps, next steps, impact updates and recovery status; support periodic communication to stakeholders. • Ticket Quality & Documentation: Ensure incident, change and problem records include accurate categorization, impact, urgency, CI/service details, troubleshooting summary, resolution notes and closure evidence. • Problem Candidate Identification: Analyze recurring incidents, repeat failures, patterns or service-impacting trends and raise/route problem candidates as per process. • RCA Support: Support RCA coordination by collecting incident timeline, logs, actions, workarounds, known errors, contributing factors and owner inputs from technical teams. • Problem Record Tracking: Track problem records, tasks, workaround documentation, KEDB/KB updates, permanent fix actions, target dates and closure evidence. • Change Request Preparation: Create or coordinate change requests with scope, reason, impacted services/CIs, implementation plan, validation plan, rollback plan, risk/impact and approvals. • CAB & Change Coordination: Coordinate CAB readiness, stakeholder reviews, change scheduling, conflict checks, implementation bridge support and post-change validation/closure. • Operational Reporting:

Key Responsibilities

Detailed Job Description Cross Functional ITSM Analyst (L2) Incident Management • Change Management • Problem Management • ServiceNow • ITIL Process Coordination Role Level L2 / Senior ITSM Analyst Experience 3-6 years preferred Service Window 24x7 operations + shift support Function Cross Functional ITSM Primary Processes Incident, Major Incident support, Change, Problem, RCA support, Service Request alignment Core Tools ServiceNow, Remedy, ITSM dashboards, Excel/Power BI, MS Teams Primary Stakeholders Service Desk, NOC, resolver groups, vendors, L3 SMEs, PMO, service owners, customer teams Operating Model Cross-functional coordination across network, security, tools, field and application teams Certifications ITIL Foundation required/preferred; ServiceNow exposure preferred Document Type Reusable detailed L2 staffing profile 1. Role Summary The Cross Functional ITSM Analyst (L2) is responsible for executing and coordinating ITIL-aligned Incident Management, Change Management and Problem Management processes across technology towers, service desk, vendors and customer stakeholders. The role focuses on L2 escalation handling, ticket quality, SLA tracking, major incident bridge support, initial RCA coordination, problem-record follow-up, change request preparation, CAB coordination, implementation validation, reporting and continuous process improvement. The role is cross-functional by design and operates across network, security, tools, field services, applications and infrastructure domains to maintain service stability and process compliance. 2. Role Purpose & Business Outcomes • Ensure incidents are triaged, assigned, updated, escalated and resolved within agreed SLA through strong cross-functional coordination. • Support major incident communication, action tracking and documentation so resolver teams remain focused on restoration. • Coordinate standard and normal changes with complete implementation details, approvals, CAB readiness, validation and closure evidence. • Support Problem Management by identifying recurring trends, logging problem candidates and tracking RCA/permanent fix actions to closure. • Maintain process hygiene through quality ticket updates, dashboards, SOPs, knowledge articles and improvement actions. 3. Key Roles & Responsibilities • Incident Triage & Coordination: Handle L2 incident escalations, validate impact/priority, coordinate resolver groups, track ownership, push for timely restoration and keep tickets updated with clear actions. • SLA & Backlog Governance: Monitor SLA risk, aging tickets, ticket hopping, assignment delays, pending customer/vendor actions and breached/at-risk incidents; escalate issues promptly. • Major Incident Support: Participate in major incident bridges, capture actions, owners, timestamps, next steps, impact updates and recovery status; support periodic communication to stakeholders. • Ticket Quality & Documentation: Ensure incident, change and problem records include accurate categorization, impact, urgency, CI/service details, troubleshooting summary, resolution notes and closure evidence. • Problem Candidate Identification: Analyze recurring incidents, repeat failures, patterns or service-impacting trends and raise/route problem candidates as per process. • RCA Support: Support RCA coordination by collecting incident timeline, logs, actions, workarounds, known errors, contributing factors and owner inputs from technical teams. • Problem Record Tracking: Track problem records, tasks, workaround documentation, KEDB/KB updates, permanent fix actions, target dates and closure evidence. • Change Request Preparation: Create or coordinate change requests with scope, reason, impacted services/CIs, implementation plan, validation plan, rollback plan, risk/impact and approvals. • CAB & Change Coordination: Coordinate CAB readiness, stakeholder reviews, change scheduling, conflict checks, implementation bridge support and post-change validation/closure. • Operational Reporting:

Skill Requirements

Detailed Job Description Cross Functional ITSM Analyst (L2) Incident Management • Change Management • Problem Management • ServiceNow • ITIL Process Coordination Role Level L2 / Senior ITSM Analyst Experience 3-6 years preferred Service Window 24x7 operations + shift support Function Cross Functional ITSM Primary Processes Incident, Major Incident support, Change, Problem, RCA support, Service Request alignment Core Tools ServiceNow, Remedy, ITSM dashboards, Excel/Power BI, MS Teams Primary Stakeholders Service Desk, NOC, resolver groups, vendors, L3 SMEs, PMO, service owners, customer teams Operating Model Cross-functional coordination across network, security, tools, field and application teams Certifications ITIL Foundation required/preferred; ServiceNow exposure preferred Document Type Reusable detailed L2 staffing profile 1. Role Summary The Cross Functional ITSM Analyst (L2) is responsible for executing and coordinating ITIL-aligned Incident Management, Change Management and Problem Management processes across technology towers, service desk, vendors and customer stakeholders. The role focuses on L2 escalation handling, ticket quality, SLA tracking, major incident bridge support, initial RCA coordination, problem-record follow-up, change request preparation, CAB coordination, implementation validation, reporting and continuous process improvement. The role is cross-functional by design and operates across network, security, tools, field services, applications and infrastructure domains to maintain service stability and process compliance. 2. Role Purpose & Business Outcomes • Ensure incidents are triaged, assigned, updated, escalated and resolved within agreed SLA through strong cross-functional coordination. • Support major incident communication, action tracking and documentation so resolver teams remain focused on restoration. • Coordinate standard and normal changes with complete implementation details, approvals, CAB readiness, validation and closure evidence. • Support Problem Management by identifying recurring trends, logging problem candidates and tracking RCA/permanent fix actions to closure. • Maintain process hygiene through quality ticket updates, dashboards, SOPs, knowledge articles and improvement actions. 3. Key Roles & Responsibilities • Incident Triage & Coordination: Handle L2 incident escalations, validate impact/priority, coordinate resolver groups, track ownership, push for timely restoration and keep tickets updated with clear actions. • SLA & Backlog Governance: Monitor SLA risk, aging tickets, ticket hopping, assignment delays, pending customer/vendor actions and breached/at-risk incidents; escalate issues promptly. • Major Incident Support: Participate in major incident bridges, capture actions, owners, timestamps, next steps, impact updates and recovery status; support periodic communication to stakeholders. • Ticket Quality & Documentation: Ensure incident, change and problem records include accurate categorization, impact, urgency, CI/service details, troubleshooting summary, resolution notes and closure evidence. • Problem Candidate Identification: Analyze recurring incidents, repeat failures, patterns or service-impacting trends and raise/route problem candidates as per process. • RCA Support: Support RCA coordination by collecting incident timeline, logs, actions, workarounds, known errors, contributing factors and owner inputs from technical teams. • Problem Record Tracking: Track problem records, tasks, workaround documentation, KEDB/KB updates, permanent fix actions, target dates and closure evidence. • Change Request Preparation: Create or coordinate change requests with scope, reason, impacted services/CIs, implementation plan, validation plan, rollback plan, risk/impact and approvals. • CAB & Change Coordination: Coordinate CAB readiness, stakeholder reviews, change scheduling, conflict checks, implementation bridge support and post-change validation/closure. • Operational Reporting:

Other Requirements

Detailed Job Description Cross Functional ITSM Analyst (L2) Incident Management • Change Management • Problem Management • ServiceNow • ITIL Process Coordination Role Level L2 / Senior ITSM Analyst Experience 3-6 years preferred Service Window 24x7 operations + shift support Function Cross Functional ITSM Primary Processes Incident, Major Incident support, Change, Problem, RCA support, Service Request alignment Core Tools ServiceNow, Remedy, ITSM dashboards, Excel/Power BI, MS Teams Primary Stakeholders Service Desk, NOC, resolver groups, vendors, L3 SMEs, PMO, service owners, customer teams Operating Model Cross-functional coordination across network, security, tools, field and application teams Certifications ITIL Foundation required/preferred; ServiceNow exposure preferred Document Type Reusable detailed L2 staffing profile 1. Role Summary The Cross Functional ITSM Analyst (L2) is responsible for executing and coordinating ITIL-aligned Incident Management, Change Management and Problem Management processes across technology towers, service desk, vendors and customer stakeholders. The role focuses on L2 escalation handling, ticket quality, SLA tracking, major incident bridge support, initial RCA coordination, problem-record follow-up, change request preparation, CAB coordination, implementation validation, reporting and continuous process improvement. The role is cross-functional by design and operates across network, security, tools, field services, applications and infrastructure domains to maintain service stability and process compliance. 2. Role Purpose & Business Outcomes • Ensure incidents are triaged, assigned, updated, escalated and resolved within agreed SLA through strong cross-functional coordination. • Support major incident communication, action tracking and documentation so resolver teams remain focused on restoration. • Coordinate standard and normal changes with complete implementation details, approvals, CAB readiness, validation and closure evidence. • Support Problem Management by identifying recurring trends, logging problem candidates and tracking RCA/permanent fix actions to closure. • Maintain process hygiene through quality ticket updates, dashboards, SOPs, knowledge articles and improvement actions. 3. Key Roles & Responsibilities • Incident Triage & Coordination: Handle L2 incident escalations, validate impact/priority, coordinate resolver groups, track ownership, push for timely restoration and keep tickets updated with clear actions. • SLA & Backlog Governance: Monitor SLA risk, aging tickets, ticket hopping, assignment delays, pending customer/vendor actions and breached/at-risk incidents; escalate issues promptly. • Major Incident Support: Participate in major incident bridges, capture actions, owners, timestamps, next steps, impact updates and recovery status; support periodic communication to stakeholders. • Ticket Quality & Documentation: Ensure incident, change and problem records include accurate categorization, impact, urgency, CI/service details, troubleshooting summary, resolution notes and closure evidence. • Problem Candidate Identification: Analyze recurring incidents, repeat failures, patterns or service-impacting trends and raise/route problem candidates as per process. • RCA Support: Support RCA coordination by collecting incident timeline, logs, actions, workarounds, known errors, contributing factors and owner inputs from technical teams. • Problem Record Tracking: Track problem records, tasks, workaround documentation, KEDB/KB updates, permanent fix actions, target dates and closure evidence. • Change Request Preparation: Create or coordinate change requests with scope, reason, impacted services/CIs, implementation plan, validation plan, rollback plan, risk/impact and approvals. • CAB & Change Coordination: Coordinate CAB readiness, stakeholder reviews, change scheduling, conflict checks, implementation bridge support and post-change validation/closure. • Operational Reporting: