Service Management Transformation Analyst

Overview

Support Service Management transformation by analysing operational information, identifying improvement opportunities, developing practical automation and AI-enabled solutions, and assisting senior specialists with implementation. Intended for someone earlier in their career with sound Service Management fundamentals and the potential to become a transformation specialist.

What you'll do

• Analyse incident, problem, change and service operational data to identify patterns, recurring issues and improvement opportunities.
• Support proactive Problem Management and service-improvement activities.
• Validate findings with Service Management practitioners, resolver teams and technical specialists.
• Help quantify the expected and realised impact of improvements.
• Identify repetitive manual activities that may be suitable for automation.
• Use approved AI and productivity tools to accelerate analysis, reporting, documentation and operational activities.
• Support development and testing of simple ServiceNow workflows, Power Automate solutions, dashboards or similar automations.
• Document use cases, testing results, controls and user guidance.
• Support Incident, Major Incident, Problem, Change and Continual Improvement activities as required.
• Assist senior specialists with process assessments and transformation initiatives.
• Maintain improvement actions, risks, decisions, dependencies and outcome tracking.
• Help ensure that operational learning is converted into practical actions rather than reporting alone.
• Work alongside Cloud, Infrastructure, Application, Platform and Engineering teams.
• Learn how monitoring, events, logs, metrics and traces connect with Service Management processes.
• Support correlation of incidents with operational events, changes and technical data.
• Escalate data-quality, tooling or process gaps to the relevant workstream owner.
• Develop knowledge of AI, automation, Cloud, DevOps, SRE and observability concepts.
• Experiment with new approaches under appropriate guidance and controls.
• Create clear documentation and reusable analysis templates.
• Share successful solutions and lessons with other team members.

What you'll need

• Approximately 2-5 years of experience in IT Operations, Service Management or a related discipline.
• Working understanding of at least one area such as Incident, Major Incident, Problem or Change Management.
• Strong Excel or equivalent data-analysis capability.
• Good written communication, problem-solving and attention to detail.
• Ability to collaborate with Service Management and technical teams.
• Strong curiosity, learning agility and willingness to take ownership of assigned work.

Nice to have

• Exposure to ServiceNow, Jira or a comparable ITSM platform.
• Basic understanding of Cloud or modern IT operations.
• Exposure to Microsoft Copilot, Claude or equivalent AI tools.
• Interest in automation, analytics or workflow improvement.
• Power BI or another visualisation platform.
• Power Automate or comparable workflow tools.
• Basic scripting or API awareness.
• Exposure to monitoring or observability tools.
• ITIL Foundation or equivalent knowledge; certification is not mandatory.

Details

• Location: Bangalore, India.
• Coding and deep Cloud engineering expertise are not mandatory.
• The individual will work under guidance on larger initiatives while progressively taking ownership of analysis, automation and improvement deliverables.