IT Service Management

It has been more than 60 years since SYSTRA has garnered expertise that spans the entire spectrum of Mass Rapid Transit System. SYSTRA India's valuable presence in India roots back to 1957, where SYSTRA worked on the electrification of Indian Railways. Our technical excellence, holistic approach and the tremendous talent provides a career that puts people who join us at the heart of improving transportation and urban infrastructure efficiency.

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Context

In India, SYSTRA is an international consulting and engineering company operating in the fields of Metros, High Speed Rail, Railways, Roads, Buildings, Urban planning, and Water Infrastructure for public and private organizations.

Our unique expertise is backed with a reputation built through technical excellence delivered on projects. Our fully integrated services are tailored to plan and manage projects using proven best practices.

IT Service Management Specialist

Missions/Main Duties

Hands-on experience with Service Now -> Hands-on experience with an IT service management (ITSM) platform such as Service Now or equivalent
Strong knowledge of ITIL framework (certification preferred)
ITIL experience is mandatory
Solid understanding of Incident, Problem, Change Management, and CMDB
Advanced Excel skills (mandatory)
Experience in reporting and data analysis
Excellent verbal and written communication skills
Good to have Working knowledge of SQL

Profile/Skills

Education

Qualification:

B.Tech (IT/Computer Science/Electronics)/ MCA
Total experience 6–10 years in IT Service Management / ITSM
Manage and oversee IT Helpdesk operations ensuring timely resolution of incidents and service requests
Handle Incident, Problem, Change, and Service Request Management as per ITIL best practices
Work extensively on Service Now and ITIL (mandatory) for ticketing, workflow, and reporting
Maintain and update CMDB, ensuring accuracy and compliance
Coordinate with internal teams and stakeholders to drive service improvements
Prepare reports and dashboards using Excel for management review
Ensure SLA adherence and continuous service improvement

We commit to put people who join us at the heart of improving transportation and urban infrastructure efficiency. As we are growing, this is time to be a part of this challenging adventure. It's not a job - it's a career!