**About the Role:** **Grade Level (for internal use):** 09 **S&P Global – Corporate** **About the Role** : IT Service Management Analyst **The Team** : The Service team’s goal is to deliver secure, scalable, resilient, and innovative DTS (Digital Technology Services) services/solutions that enable seamless experiences for our end users and customers to drive S&P Global to Power the Market of Future. Comprising of the Service Delivery Management, ITSM and AI/Ops, this team aims at delivering operational experience via agreed SLAs (Service Level Agreements) and OLAs working to deliver a seamless Digital Experience across our stakeholder groups from our developers to our end-users. **Responsibilities and Impact** : The ITSM Analyst plays a critical role in maximizing the performance of IT services. By focusing on quality, efficiency, user experience, and continuous improvement, they directly contribute to the overall success and agility of an organization **Incident Management** : + Supporting MIM (Major Incident Management) on Major incident management calls, driving technical teams across multiple disciplines, technologies, and business to rapidly resolve issues + Compose articulate and technically accurate updates for the incident to be able to accurately represent the business impact. + Understand and report key metrics to business lines to allow them to identify gaps and where they need to invest to reduce failures. + Performs Quality assessment for overall incident lifecycle. **Change Management** : + Conduct post-implementation reviews and identify areas for improvement in the change management process. + Maintain accurate and up-to-date documentation of change management processes and procedures. + Provide regular training and guidance to the stakeholders on change management best practices. + Continuously monitor and report on key change management metrics, identifying areas for improvement. + Manage and oversee the change management process, from participating in the Change advisory board and liaising with the implementation teams.  + Performs Quality assessment for overall Change lifecycle. **Problem Management** : + Establish and maintain a robust problem management governance framework, including policies, processes, and procedures. + Oversee the investigation and analysis of complex IT (Information Technology) problems, identifying root causes and implementing sustainable solutions. + Continuously monitor and report on problem management performance, identifying areas for improvement and driving continuous service improvement initiatives. + Provide training and guidance to Stakeholders on problem management best practices. + Foster a culture of continuous learning and knowledge sharing within the problem management team. + Performs Quality assessment for overall Problem lifecycle. **What We’re Looking For:** **Basic Required Qualifications:** The ideal candidate shall possess a strong educational background in information technology, computer science, or a related field, along with a good understanding of IT service management solutions. + Bachelor's or master's degree in education. + ITIL V4 certification would be an advantage. + Minimum of 5 years of experience in IT Service Management. + Strong understanding of IT service management principles and best practices. + Experience with incident, problem and change management processes. + Solid grasp of IT infrastructure components, including servers, networks, and storage. + Experience with IT service management tools and technologies (ServiceNow, PagerDuty etc.). + Strong listening, verbal, and written communication skills with a mastery of the English language. **What’s In It For** **You?** **Our Purpose:** Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world. Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress. **Our People:** We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all. From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference. **Our Values:** **Integrity, Discovery, Partnership** At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of **integrity** in all we do, bring a spirit of **discovery** to our work, and collaborate in close **partnership** with each other and our customers to achieve shared goals. **Benefits:** We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global. Our benefits include: + Health & Wellness: Health care coverage designed for the mind and body. + Flexible Downtime: Generous time off helps keep you energized for your time on. + Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills. + Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs. + Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families. + Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference. For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries **Diversity, Equity, and Inclusion at S&P Global:** At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all. ----------------------------------------------------------- **Equal Opportunity Employer** S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to:  EEO.Compliance@spglobal.com  and your request will be forwarded to the appropriate person.  **US Candidates Only:** The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf   describes discrimination protections under federal law. ----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), IFTECH202.1 - Middle Professional Tier I (EEO Job Group) **Job ID:** 305191 **Posted On:** 2024-08-10 **Location:** Gurgaon, Haryana, India