ITIL Service Management Expert

4 days ago

Hyderabad, Telangana, India beBeeServiceManagement Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Job Title: IT Service Management Expert

Role Overview and Responsibilities

We are seeking a seasoned professional with 8-12 years of experience in managing and optimizing IT service management processes across global environments.

The ideal candidate will have hands-on expertise in ServiceNow, including exposure to the Common Service Data Model (CSDM) and Service Mapping.

A track record of recent implementation of ITIL processes like Incident, Problem, Change, Release, Major Incident, and Communications Management in Service Now is essential.

The successful candidate will utilize ServiceNow, including the CSDM module, to ensure accurate service mapping and CMDB alignment, support data governance and service modelling best practices, and integrate CSDM with ITIL workflows for enhanced visibility and control.

Key Responsibilities:
  1. Ensure accurate service mapping and CMDB alignment using ServiceNow.
  2. Support data governance and service modelling best practices.
  3. Integrate CSDM with ITIL workflows for enhanced visibility and control.
  4. Collaborate with cross-functional teams to modify/ enhance ITIL processes in Service Now.
  5. Orchestrate initiatives around standardization of processes across all IT&D teams.
  6. Conduct training and awareness sessions to promote ITIL best practices across the organization.

Experience and Skills Required

  • 8-12 years of experience in IT Service Management roles.
  • Proven experience in Service Integration and Management or IT Service Management (ITSM).
  • Strong understanding of ITIL framework and practices.
  • Solid implementation experience of ITSM process (INC, PRB, CHG, CMDB etc.) on ServiceNow.
  • Strong proficiency in ServiceNow, including CSDM framework and modules.
  • Proven track record on implementing the Process Modernization roadmap as part of Multi-Cloud environment, multi-vendor environment & Digital transformations.
Technical / Professional Qualifications
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • ITIL v3/v4 Certification (Foundation mandatory, Intermediate/Expert preferred).
  • Exposure to CSDM implementation and CMDB modelling (preferred).
  • SIAM Certification and/or equivalent Service Integration methodology (desirable).
  • Exposure to Infrastructure concepts - Cloud & On-Prem (desirable).

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