ITSM / ITSO Specialist for Pune and Hyderabad

Job Description

Job description — IT Service Management / IT Service Owner (ITSO) Analyst / Specialist

Role summary

To help ensure services are controlled, resilient, audit-ready, and aligned to processes, including IT Service Acceptance (ITSA), Business Impact Analysis (BIA) and service resilience tooling such as SCOTT and BRETT, plus operational workflow in ServiceNow (SNOW).

Key responsibilities

•     ITSM & Operational Control

•     Manage and improve ITSM practices (incident, problem, change, request, service level management) in line with agreed standards in project

•     Drive operational hygiene: ticket quality, prioritisation, stakeholder updates, and accurate reporting/MI.

•     Support audit/compliance readiness through evidence collection, process adherence, and timely remediation actions.

ITSO-related activities

•     Support IT Service Owners with day-to-day governance and control activities (service health, risks/issues, lifecycle tasks, documentation).

•     Maintain accurate service information and artefacts required for service governance and reviews.

•     Service resilience & continuity

•     Coordinate and maintain service resilience activities and evidence:

•     SCOTT (Service Continuity Testing Tracker) — continuity testing coordination, evidence capture, reporting.

•     BRETT (Backup and REstoration Testing Tracker) — backup/restore testing attestations, evidence, and follow-ups.

•     Support BIA (Business Impact Analysis) activities: gathering inputs, validating criticality assumptions, maintaining records and actions.

•     etc

•     Support delivery teams through ITSA (IT Service Acceptance) activities (new services or hosting/infrastructure changes), ensuring required controls and artefacts are completed.

•     Work with technology and business stakeholders to ensure smooth transition to BAU, including operational readiness.

Collaborate across operations, engineering, risk/control, and business teams; run focused working sessions to unblock issues and “get it done”.

Required experience & skills

•     Strong, hands-on experience in an ITSM environment (operations/service management).

•     Practical understanding of ITSO responsibilities and supporting governance/control obligations.

•     Working knowledge of:

•     ServiceNow (SNOW) operations (incidents/alerts, assignment groups, reporting basics).

•     ITSA process and operational acceptance readiness.

•     BIA concepts and supporting documentation/actions.

•     SCOTT and BRETT evidence and testing trackers.

•     Strong documentation and evidence management skills (audit-ready mindset).

•     Clear communication, ability to work across time zones and multiple stakeholder groups.

Desirable (nice to have)

ITIL certification (Foundation or higher) or equivalent practical experience.

Experience in resilience, continuity testing, backup/restore governance, and service controls.

Strong MI/reporting skills (e.g., trend analysis, operational dashboards).

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