IT Service & Incident Analyst at Global Payments

Pune, Maharashtra, India

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, FinTechIndustries

At least 3 years of experience in IT service management or data analysis
Good knowledge of Power BI for building reports and dashboards
Hands-on experience with JIRA / ServiceNow, especially for incident and problem tracking
Strong analytical and problem-solving skills
Excellent communication skills and ability to work with different teams
Excellent communication and stakeholder management abilities
Bachelor's Degree (nice to have; major in Computer Science strongly preferred; willing to accept additional experience in lieu of a degree)
ITIL Foundation certification (nice to have)
Experience with automation or scripting in JIRA / ServiceNow (nice to have)
Familiarity with other tools like Excel, SQL, or Python (nice to have)

Study data from incidents, problems, and changes to find patterns and repeated issues
Create easy-to-understand dashboards and reports using Power BI
Work with different teams to understand the data and suggest improvements
Share your findings with managers and other stakeholders
Use ServiceNow to track problems, find root causes, and help fix them
Help technical teams put preventive solutions in place
Support ongoing efforts to improve IT services using data insights
Facilitates the service transition process by maintaining the product catalogue in line with current business requirements
Participates in the continual service improvement process by providing feedback concerning their role and key data points to enhance existing process and service in line with enterprise policy