ITIL Process Consultant

2 months ago

Bangalore, Karnataka, India GLAXOSMITHKLINE ASIA PVT. LTD Full time

We're Haleon. A new world-leading consumer health company. Shaped by all who join us. Together, we're improving everyday health for billions of people. By growing and innovating our global portfolio of category-leading brands - including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum - through a unique combination of deep human understanding and trusted science. What's more, we're achieving it in a company that we're in control of. In an environment that we're co-creating. And a culture that's uniquely ours. Care to join us. It isn't a question.

With category leading brands such as Sensodyne, Voltaren and Centrum, built on trusted science and human understanding, and combined with our passion, knowledge, and expertise, we're uniquely placed to do this and to grow a strong, successful business.

This is an exciting time to join us and help shape the future. It's an opportunity to be part of something special.

About the role :

The SIAM (Service Integration & Management) ITIL Process consultant reports to the Head of SIAM in our Enterprise Service Management & Operations (ESMO) function of Haleon's CTO Organization.

This critical role leads on the roadmap definition, delivery, and effectiveness of ITIL processes (ITIL 4 aligned) with special attention on Tech Self-Service landscape (Service Portal, Request Catalog, Knowledge Base, Virtual Agent, Custom Applications). The role is based in our Haleon offices in Bengaluru with flexible working.

Key responsibilities :

- Perform planning, design and implementation of ITIL 4 /ITSM processes for Haleon in a multi-vendor scenario.

- Analyze and identify recommendations for enhancements based on ITIL 4 /ITSM best practices.

- Analyze and use strategies and reengineering approaches that ensure linkage among processes to deliver measurable outcome for the deployed processes.

- Define and document Request Management and Knowledge Management - Procedures (SOPs), including SLAs, KPIs and Management Monitoring.

- Drive Request Catalog standardization in terms of the Catalog Items themselves, Approval flows and backend fulfilment processes (manual and automated).

- Drive the optimization of the end-user experience of incident resolution and request fulfillment through simplicity, standardization and automation, with responsibility for the CTO Operations Automation Squad.

- Drive the optimisation of the Knowledge Base, with all, but only, value-add articles with consistent style and language and maintained for accuracy.

- Relentless drive to increase Self-Service effectiveness (via improved quality, reduced cycle times and reduced cost) with reduced contacts to the Service Desk, with Chat preferred where still required.

- Lead the optimisation of search effectiveness within the Portal and the Chatbot.

- Evaluate and introduce the emerging Generative AI capabilities for creating/maintaining Knowledge Articles and summarizing chatbot and agent conversations where Incidents need to be created and referred to L2/L3 teams.

- Identify opportunities for cost effective, relatively simple, custom applications and drive their delivery exploiting the ServiceNow App Engine capability.

- Provide management and technical reporting as required.

Qualifications and skills :

Essential :

- ITIL Intermediate is a must, ITIL Expert is preferred.

- Coordination, negotiation, and persuasion skills

- Strong oral and written communication skills with the ability to communicate technical information in non-technical language

- Organizational and time management skills

- Experience in delivery and/or running effective Tech Self-Service capabilities in a medium-large size corporate environment (20k plus employees across multiple geographies).

- In-depth experience of a broad range of industry leading tools, e.g., ServiceNow, Active Directory, Azure AD, Azure Cloud, SailPoint, CyberArk, Microsoft 365 etc.

- Strong industry knowledge of ITIL standards and driving execution of ITIL processes aligned with a SIAM framework.

- Degree level qualification in a related subject.

Preferred :

- Proven track record in delivery of complex capabilities presented to business users in a clean and simple way.

- Track record in User Interface (UI) Experience design.

- Proven track record as working as part of, or as a customer, of a Managed Service Partner for all DevOps functions.

- Experience of a lead IT role in a highly regulated industry

Diversity, Equity, and Inclusion :

At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone.

We're striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives.

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

(ref:hirist.tech)

  • ITSM Business Consultant

    1 week ago

    Bangalore, Karnataka, India Saasvaap techies pvt lmd Full time

    Position Overview :We are seeking a Business Consultant with experience in Business Process Consulting (BPC), specifically within IT Service Management (ITSM). The ideal candidate will possess a minimum of 4 years of experience, demonstrating expertise in analyzing, designing, and optimizing ITSM processes to drive business value.Qualifications :- Minimum of...

  • ITSM Business Consultant

    2 months ago

    Bangalore, Karnataka, India Saasvaap techies pvt lmd Full time

    Position Overview :We are seeking a Business Consultant with experience in Business Process Consulting (BPC), specifically within IT Service Management (ITSM). The ideal candidate will possess a minimum of 4 years of experience, demonstrating expertise in analyzing, designing, and optimizing ITSM processes to drive business value.Qualifications :- Minimum of...

  • BNC Global Services

    1 week ago

    Bangalore, Karnataka, India BNC Global Services Pvt. Ltd. Full time

    Job Description : Role : Clarity PPM - Consultant1. Assist team with Clarity system managementWork closely with the Stakeholders to understand their requirement from the Clarity tool2. Work closely with Clarity vendors team and lead Service Management track3. Responsible for building/Leading a team of IM/PM, technical specialist, and Clarity support...

  • BNC Global Services

    2 months ago

    Bangalore, Karnataka, India BNC Global Services Pvt. Ltd. Full time

    Job Description : Role : Clarity PPM - Consultant1. Assist team with Clarity system managementWork closely with the Stakeholders to understand their requirement from the Clarity tool2. Work closely with Clarity vendors team and lead Service Management track3. Responsible for building/Leading a team of IM/PM, technical specialist, and Clarity support...

  • Incident Manager

    7 days ago

    Bangalore, Karnataka, India Gipfel & Schnell Consultings Pvt. Ltd Full time

    Job Description : - This job is primarily responsible for applying a high level of depth and breadth of expertise in the area of Major Incident Management. - This position is also responsible for providing technical direction and leadership in areas of Problem and Change Management - Facilitates the technical bridge during Priority 1 incidents by providing...

  • ServiceNow Developer

    1 week ago

    Bangalore/Hyderabad, Karnataka, India Sureminds Solutions Pvt. Ltd. Full time

    Key Responsibilities :Design, develop, and implement ServiceNow solutions, including configuration, customization, and integration with other systems.Collaborate with stakeholders to gather requirements and translate them into technical specifications.Develop custom applications, workflows, and scripts using ServiceNow platform capabilities.Customize...

  • ServiceNow Developer

    4 weeks ago

    Bangalore/Hyderabad, Karnataka, India Sureminds Solutions Pvt. Ltd. Full time

    Key Responsibilities :Design, develop, and implement ServiceNow solutions, including configuration, customization, and integration with other systems.Collaborate with stakeholders to gather requirements and translate them into technical specifications.Develop custom applications, workflows, and scripts using ServiceNow platform capabilities.Customize...

  • Major Incident Manager

    1 week ago

    Bangalore, Karnataka, India RapidBraiins Full time

    Key Skills : MIM,IM,ITIL ProcessExp : 3- 5 YearsLocation : Bangalore / Chennai/ Hyderabad/ Mumbai/ Pune/NoidaJob Description :- Act as focal point for all severity 1 and business impacting major incidents reported- Responsible for planning and coordinating all the activities required to perform, monitor and report on major incident management process-...

  • Major Incident Manager

    2 months ago

    Bangalore, Karnataka, India RapidBraiins Full time

    Key Skills : MIM,IM,ITIL ProcessExp : 3- 5 YearsLocation : Bangalore / Chennai/ Hyderabad/ Mumbai/ Pune/NoidaJob Description :- Act as focal point for all severity 1 and business impacting major incidents reported- Responsible for planning and coordinating all the activities required to perform, monitor and report on major incident management process-...

  • Production Support Engineer

    1 week ago

    Bangalore, Karnataka, India ADVANSOFT Full time

    Skills Required :SQL : - Strong proficiency in SQL for querying, analyzing, and troubleshooting database-related issues.Unix : - Expertise in Unix/Linux operating systems, including shell scripting for automation and system administration tasks.Python : - Strong programming skills in Python for scripting, automation, and data manipulation tasks.Data...

  • Production Support Engineer

    2 months ago

    Bangalore, Karnataka, India ADVANSOFT Full time

    Skills Required :SQL : - Strong proficiency in SQL for querying, analyzing, and troubleshooting database-related issues.Unix : - Expertise in Unix/Linux operating systems, including shell scripting for automation and system administration tasks.Python : - Strong programming skills in Python for scripting, automation, and data manipulation tasks.Data...

  • ServiceNow Developer

    1 week ago

    Hyderabad/Bangalore, Karnataka, India Neer Info Full time

    Role : ServiceNow developer.Desired Experience Range: 5 to 10 yrs.Location : Hyderabad/ :- Strong understanding and knowledge in ITIL Processes.- EXPERINCE IN FSM would be great advantage.- Design and develop solutions within ServiceNow environment to include modifications of applications, Forms, Workflows/Flows and interfaces supporting ITIL customers.-...

  • ServiceNow Developer

    2 weeks ago

    Hyderabad/Bangalore, Karnataka, India Neer Info Full time

    Role : ServiceNow developer.Desired Experience Range: 5 to 10 yrs.Location : Hyderabad/ :- Strong understanding and knowledge in ITIL Processes.- EXPERINCE IN FSM would be great advantage.- Design and develop solutions within ServiceNow environment to include modifications of applications, Forms, Workflows/Flows and interfaces supporting ITIL customers.-...

  • Configuration Management Specialist

    1 week ago

    Bangalore, Karnataka, India Cortex Consulting Pvt. Ltd. Full time

    Job Description :We are seeking an experienced Configuration Management Specialist with a strong background in IT Service Management and a thorough understanding of Configuration Management Database (CMDB) principles. The ideal candidate will have extensive experience in maintaining and enhancing CMDBs, ensuring data accuracy, and supporting ITIL-based...

  • Configuration Management Specialist

    4 weeks ago

    Bangalore, Karnataka, India Cortex Consulting Pvt. Ltd. Full time

    Job Description :We are seeking an experienced Configuration Management Specialist with a strong background in IT Service Management and a thorough understanding of Configuration Management Database (CMDB) principles. The ideal candidate will have extensive experience in maintaining and enhancing CMDBs, ensuring data accuracy, and supporting ITIL-based...

  • Lead Support Engineer

    1 week ago

    Bangalore, Karnataka, India DXC Luxoft Full time

    Job Description : Luxoft is one of the leading service providers for Banking and Capital Market customers.Luxoft has been engaged by an large Australian bank for providing L1/L2 application monitoring and production support services for business critical applications / interfaces on 24/5 basis on a managed outcome basis in the Global Markets business area....

  • Lead Support Engineer

    1 month ago

    Bangalore, Karnataka, India DXC Luxoft Full time

    Job Description : Luxoft is one of the leading service providers for Banking and Capital Market customers.Luxoft has been engaged by an large Australian bank for providing L1/L2 application monitoring and production support services for business critical applications / interfaces on 24/5 basis on a managed outcome basis in the Global Markets business area....

  • ServiceNow Developer

    1 week ago

    Bangalore, Karnataka, India Seikor Full time

    About the Employer :Krones Digital Solutions India (KDSI) is a subsidiary of the Krones Group and is a part of the Krones.Digital community.The Krones Group, headquartered in Neutraubling, Germany, plans, develops, and manufactures machines and complete lines for the fields of process technology, bottling, and packaging, plus intralogistics and recycling....

  • ServiceNow Developer

    2 months ago

    Bangalore, Karnataka, India Seikor Full time

    About the Employer :Krones Digital Solutions India (KDSI) is a subsidiary of the Krones Group and is a part of the Krones.Digital community.The Krones Group, headquartered in Neutraubling, Germany, plans, develops, and manufactures machines and complete lines for the fields of process technology, bottling, and packaging, plus intralogistics and recycling....

  • SAP MM Lead Consultant

    1 week ago

    Bangalore, Karnataka, India Avensys Consulting PVT LTD Full time

    Job Description : Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a...