💼 About the Role

The Analyst will manage Service Request Management processes, service catalogs, fulfillment workflows, SLAs, automation, continuous service improvement, documentation and performance reporting.

🎓 Eligibility

• Bachelor's degree in Computer Science, Information Technology or related field.
• 0–2 years of IT Service Management experience.
• Specific pass-out year: Not stated.
• Percentage/CGPA: Not stated.
• Backlog rule: Not stated.

⚙️ Responsibilities

• Manage the end-to-end Service Request Management process.
• Maintain service catalogs and fulfillment workflows.
• Design request models and approval flows.
• Monitor request volume, backlog and SLA compliance.
• Identify automation and self-service opportunities.
• Collaborate with Incident, Change and Knowledge Management teams.
• Drive Continuous Service Improvement initiatives.
• Develop process documentation, KPIs and dashboards.
• Train fulfillment teams on processes and tools.

🛠️ Relevant Skills

⭐ Preferred Exposure

• ITSM tool configuration or process-improvement initiatives.
• Global delivery or managed-service environments.
• Delivery governance.
• Vendor management.
• Client-facing engagements.

📚 StudyEcart Preparation

1. Understand ITSM and ITIL fundamentals.
2. Prepare Incident vs Problem vs Change vs Request Management.
3. Understand Service Catalogs.
4. Learn SLA concepts and measurements.
5. Prepare workflow and approval-process concepts.
6. Understand self-service portals and knowledge bases.
7. Learn CSI fundamentals.
8. Prepare KPI/dashboard examples.

❓ FAQs