Job Description

Job Title: ITSM Expert
Organization Name: NEC Corporation India Pvt Ltd.
Reporting Relationship: Project ManagerRole Summary:
We are looking for an experienced ITSM (IT Service Management) Expert to lead the design, implementation, and continuous improvement of ITSM processes and tools. The candidate will work closely with project and operations teams to ensure effective service delivery aligned with ITIL standards. The role requires hands-on experience with ITSM platforms like ServiceNow, Salesforce, or equivalent, along with strong knowledge of incident, problem, change, and request management processes.Responsibilities:

• Design and implement ITSM processes in accordance with ITIL v4 best practices.
• Administer and configure ITSM tools (ServiceNow, Salesforce, etc.) to meet project needs.
• Drive process improvements and automation across service desk and support functions.
• Develop and maintain SOPs, KBs, workflows, and training documentation.
• Ensure quality and timely resolution of tickets across all ITSM modules (Incident, Problem, Change, Request).
• Conduct regular audits and ensure process compliance across projects.
• Generate and analyze SLA/KPI reports, root cause analyses, and service improvement plans.
• Coordinate with cross-functional teams to manage major incidents and escalations.
• Provide training and mentoring to service desk teams on ITSM practices.
• Support internal/external audits and ensure ISO/ITIL process alignment.

Prerequisites:

• 5+ years of experience in ITSM/Service Desk/Operations with strong process knowledge.
• Hands-on experience with ITSM tools such as ServiceNow, Salesforce, BMC Remedy, or equivalent.
• Strong understanding of SLA/OLA definitions, reporting, and management.
• Excellent knowledge of ITIL framework (certification preferred).
• Experience with automation tools and integrating ITSM with monitoring systems.
• Proficient in preparing RCA reports, SMR decks, and performance analytics.

Qualification: B.Tech/MCA/MBADesirable Qualities:

• ITIL v4 Certification.
• Experience working in Shared Services or Global Delivery models.
• Knowledge of scripting tools for automation and reporting (e.g., PowerShell, Python).
• Exposure to ISO 20000 and ISO 27001 audit practices.
• Strong communication, stakeholder management, and documentation skills.

Base Location: Noida, but flexible to travel.Specialization DescriptionResponsible for improving or developing new products, components, equipment, systems, technologies, or processes including:

• Ensuring that research and design methodologies meet established scientific and engineering standards
• Assisting with formulating business plans and budgets for product development
• Analyzing quality/safety test results to ensure compliance with internal and external standards
• Keeping abreast of new developments in the industry and translating those developments into new and viable options for the organization and customers
• Organizing technical presentations to customers and/or industry groups
• Monitoring product development outcomes to ensure technical, functional, cost, and timing targets are met In some organizations, may be responsible for managing product regulatory approval process

Level DescriptionSenior level professional that applies advanced knowledge of job area typically obtained through advanced education and work experience. Works independently applying an advanced knowledge of a job area typically obtained through advanced education and work experience. Works to achieve results in a job area, overseeing and managing projects/ processes independently with limited supervision. Problems faced are difficult and are sometimes complex, though are routine. Coaching and reviewing the work of lower level professionals.Headquartered in Japan, NEC is a leader in the integration of IT and network technologies. With over 123 years of expertise in providing solutions for empowering people, businesses, and society, NEC stands tall as a champion in enabling change and transformation across the globe. Present in India since 1950, NEC has been instrumental in burgeoning India's digitization journey continually for the past 70 years.NEC India has proved its commitment to orchestrating a bright future through its diverse businesses from Telecommunications to Public Safety, Logistics, Transportation, Retail, Finance, Unified Communication and IT platforms, serving across the public and private sectors. NEC India, through the deployment of cutting-edge technology, has been powering India in seminal ways, making lives easier, safer, and more productive for all.With its Centre of Excellence for verticals like Analytics platform solutions, Big Data, Biometrics, Mobile and Retail, NEC India brings to the table, innovative, seamless solutions for India and across the world.NEC India is headquartered in New Delhi and has its offices panned across the country. It has branches in Ahmedabad, Bengaluru, Chennai, Mumbai, Noida and Surat.Specialties:IT & Networking Solutions, Unified Communication Solutions, Safety and Security Solutions, Integrated Retail Solutions, Data Centre Solutions, Safe and Smart City Solutions, Transportation Solutions, SDN Solutions, Carrier Telecom Solutions, and Solutions for Society.-

NEC Corporation