Job Description
Summary: The Ticket Coordinator - TAT Optimization plays a pivotal role in ensuring the efficient management of the service lifecycle within ServiceNow, with a dedicated focus on minimizing turnaround time (TAT) and preventing SLA/OLA breaches. This role is central to maintaining service reliability and operational excellence by actively governing the end-to-end lifecycle of Incidents, Requests, Problems, and Changes. Through data-driven insights, proactive monitoring, and continuous process refinement, the coordinator ensures timely resolution, reduces backlog accumulation, and enhances overall service delivery performance. The position demands a detail-oriented, analytical mindset with a strong commitment to quality, accountability, and continuous improvement. Location: Malad, Mumbai Experience: 1-3 years Responsibilities: Own end-to-end governance of Incidents, Requests, Problems, and Changes within ServiceNow. Monitor and optimize key performance metrics, including TAT, MTTR, SLA/O...