Agile Transformation Expert

9 hours ago

Noida, India BIG Language Solutions Full time
Job Description: ITSM Expert (ITIL Certified) ServiceNow / Jira Implementation
Position: ITSM Expert – ITIL Certified
Experience Required: 6–8 Years
Noida (Work from Office)
Employment Type: Full-Time
Shift: US Shift(6PM-3AM IST)

We are seeking an ITIL-certified ITSM Expert with proven experience in implementing and managing large-scale IT Service Management (ITSM) solutions using ServiceNow or Jira Service Management. The ideal candidate will have a strong background in IT operations, ITIL processes, ITSM tool implementation, and enterprise service delivery transformation.

Lead the implementation, customization, and optimization of ITSM platforms (ServiceNow or Jira Service Management) for enterprise-wide adoption.
Design and standardize ITIL-based processes (Incident, Problem, Change, Release, Service Catalog, CMDB, Knowledge, Request Fulfillment).
Partner with business units, IT operations, and governance teams to align ITSM solutions with organizational strategy.
Establish and enforce governance, compliance, and SLA/KPI frameworks for ITSM operations.
Provide technical leadership, training, and best practices for ITSM platform adoption.
Collaborate with DevOps, Cloud, Security, and Business Service Owners to ensure seamless service workflows.
Required Skills & Experience
~6–8 years of ITSM/IT Operations experience, with at least 3–5 years in ServiceNow or Jira Service Management implementation.
~ Strong expertise in ITIL processes and frameworks (minimum ITIL v3/v4 certification required).
~ Hands-on with ServiceNow/Jira administration, workflow design, automation, and integrations.
~ Experience managing large-scale IT services organizations with complex service landscapes.
~ Proven experience in Incident, Problem, Change, and Request Management process implementations.
~ Knowledge of CMDB, service catalog, and asset management.
~ Familiarity with DevOps, Agile, and CI/CD integrations with ITSM tools.
~ Advanced ITIL certifications (ITIL Managing Professional / Strategic Leader).
ServiceNow certifications (CSA, CIS, CAD) or Jira Admin/Atlassian certifications.
Experience with enterprise integrations (APIs, monitoring tools, cloud platforms).
Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field.

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