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.

Understand better who we are by visiting www.systra.in

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

• Hands-on experience with ServiceNow -> Hands-on experience with an IT service management (ITSM) platform such as ServiceNow or equivalent
• 4–6 years of experience in IT Service Management / ITSM
• 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

• 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 ServiceNow 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!