Service Delivery Associate

The Economist Group Limited

Job Overview

Location

Gurugram

Job Type

Full-time

Full Job Description

📋 Description

• The Service Delivery Associate supports IT service management processes to ensure smooth operations and continuous service improvement across TEG Business Units including Economist Intelligence, Economist Impact, and Economist Newspaper.
• Day-to-day responsibilities include managing ITSM processes such as Incident, Problem, Change, and Service Request management; monitoring tools like JIRA, Confluence, and ServiceNow; supporting SLAs and OLAs; and contributing to service documentation and automation initiatives.
• The role involves close collaboration with IT, DevOps, Engineering, Product, Project, Support teams, vendors, and stakeholders to maintain high service quality and efficiency.
• The person will gain hands-on experience with enterprise ITSM tools, deepen their understanding of ITIL frameworks, develop analytical and communication skills, and contribute to service improvement initiatives in a global, innovation-driven organisation.

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• 3 to 6 years of experience in IT service management, help desk, or technical support
• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, Confluence, or Jira Service Management
• Thorough understanding of ITIL principles and IT service management frameworks
• Strong analytical and problem-solving skills with excellent communication and interpersonal abilities

🏖️ Benefits

• Highly competitive pension or 401(k) plan
• Private health insurance and 24/7 access to counselling and wellbeing resources via Employee Assistance Program
• Work From Anywhere program allowing up to 25 days per year of remote work from any location with legal right to do so
• Generous annual and parental leave, plus dedicated days off for volunteering and moving home
• Free access to all The Economist content, including online subscription, apps, podcasts, and more

Skills & Technologies

Junior

Hybrid

Degree Required

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The Economist Group Limited

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About The Economist Group Limited

The Economist Group is a global leader in international affairs, business, and finance. Its flagship publication, The Economist magazine, provides in-depth analysis and opinion on global events. Beyond the magazine, the Group operates a diverse portfolio of businesses. These include Economist Impact, which offers data-driven insights and advisory services for businesses and governments; Economist Intelligence, providing economic forecasting and political risk analysis; and Economist Education, offering executive education programs. The company aims to help individuals and organizations understand the forces shaping the world and make better decisions.

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