Graduate Trainee Analyst – Full Time – Job Vacancy in Colombo

Job description – Graduate Trainee Analyst

Kickstart Your IT Career as a Graduate Trainee Analyst

Are you a recent IT graduate looking to break into the world of enterprise cloud computing? Our Infrastructure Services team is looking for ambitious “Freshers” to join us as Graduate Trainee Analysts. In this role, you will be at the heart of our IT operations, learning to manage and develop on the ServiceNow platform—one of the world’s leading tools for digital workflow management. We provide a structured environment where you can transform your academic knowledge into professional expertise, supporting critical business modules like Incident and Change Management. If you are ready to work onsite in a dynamic, 24/7 environment and build a foundation in modern ITIL practices, your journey starts here.

Key Responsibilities:

• Developing form customizations, business rules, and client scripts while applying a strong understanding of ITIL concepts.

• Managing customer technical support queries, ensuring prompt, reliable, and accurate information is provided while maintaining clear and effective communication throughout the interaction.

• Responsible for ensuring timely resolution of issues while delivering high‑quality support.

• Adaptation of communication style based on the customer’s experience level, educate users on available support options, and explain the steps taken to resolve issues.

• Collaborate with team members and stakeholders, escalate issues according to procedures, and assist in resolving service-related concerns using documented processes.

Required Skill Set:

• Strong communication, presentation, and writing skills

• Excellent troubleshooting abilities with a consultative approach

• Fundamental understanding of ITSM, ITIL, or CMDB concepts

• Basic knowledge of JavaScript

• Familiarity with ServiceNow

Who Can Apply?

• Should be a fresh graduate

• Completion of a 3‑year or 4‑year IT‑related bachelor’s degree.

• Ability to submit official academic transcripts.

Master ServiceNow Administration and Development

As a Graduate Trainee, you will be the primary engine behind our ServiceNow environment’s health and user administration. You will move beyond theory to handle real-world tasks such as creating user roles, managing assignment groups, and executing data imports for high-level reporting. By collaborating with the wider Infrastructure team, you will learn to write client scripts and business rules that automate complex business processes. Your role is essential in bridging the gap between technical system configuration and high-quality customer support, ensuring that our global IT services remain efficient, scalable, and reliable.

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