Health - Lead - ITSM

3 hours ago

Pune, Maharashtra, India Evolent Full time ₹ 1,20,000 - ₹ 3,00,000 per year

What Youll Be Doing :

Lead Analyst ITSM :

- Lead Analyst ITSM at Evolent serves as an experience individual who would support in leading ITSM initiatives across the Enterprise IT landscape.

- Individual would be responsible to drive initiatives with the team and act as SPOC for queries and escalations alongside oversee operational activities for ITSM including, but not limited to, Change, Problem, Service Level, and Incident Management practices.

- Collaboration opportunities.

- Within this position you will get an exposure to collaborate with the world class global team and utilize best in class tools to solve complex business and technical problems while collaborating with diverse technology and business staff across the organization.

What you will be doing :

Our Global Service Delivery team is looking for a Lead Analyst ITSM who can support, mentor and lead initiatives towards IT Service Management practices i., Incident, Change, Problem and Service level management etc.

The role desire is to oversee operational responsibilities within IT business functions with an ability to implement strategies and maximizing the IT landscape in achieving high standards and sustainability within the organization.

Responsibilities :

- Support key ITSM processes for Enterprise IT Production Operations.

- Establish and chair Steering Group Reviews with the stakeholders and executives, demonstrate forthcoming initiatives.

- Mentor and support service management team and act as first point of contact.

- Create reports, presentations and demonstrate on improving processes using strategic thinking principles.

- Interface with other teams (Development, Delivery) to ensure joined up and coordinated strategy to meet service management goals and objectives.

- Serve as the key escalation point for service-related issues, providing leadership and guidance during critical incidents.

- Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed, published and followed.

- Foster a collaborative, results-oriented team culture focused on continuous improvement and customer satisfaction.

- Drive continuous service improvement by analyzing process data, identifying inefficiencies, and implementing corrective actions.

- Work with individual to drive agile mindset and coach them towards building Sprint backlog with groomed stories.

- Managing and driving agile meeting/s i.

, Daily stand-up meetings, Sprint Planning, Backlog refinement meetings with an objective of iterative and time boxed delivery.

- Work with individuals to explore and implement automation capabilities across ITSM processes.

- Develop framework and serve as a facilitator of audits and assessments to ensure processes and services are fit for purpose and support the mission.

Additionally :


Process Ownership :

- Overseeing operation and continuously improving IT service management processes, such as incident, problem, change, and knowledge management.

Service Delivery & Performance :

- Managing and driving agile meeting/s i., Daily stand-up meetings, Sprint Planning, Backlog refinement meetings with an objective of iterative and time boxed delivery.

- Overseeing the delivery of IT services, monitoring performance through key metrics (KPIs), and ensuring adherence to service-level agreements (SLAs).

- Drive continuous service improvement by analyzing process data, identifying inefficiencies, and implementing corrective actions.

- Guiding IT support teams, fostering a culture of customer focus, and ensuring effective service delivery.

- Mentor and support service management team and act as first point of contact.

- Serve as the key escalation point for service-related issues, providing leadership and guidance during critical incidents.

- Leveraging tools and technologies, including automation and AI, to streamline workflows and improve operational efficiency.

Reporting & Governance :

- Tracking delivery performance, reporting on key metrics, and ensuring IT services adhere to governance requirements and industry best practices.

Experience (Must Have) :

- Strong analytical and problem-solving abilities to implement effective solutions.

- A strategic and creative mindset with the agility to manage daily operations and set long-term goals (big-picture strategy).

years of relevant experience in IT Service Management or in equivalent role.

- Self-starter and Team player who can handle pressure and meet timelines.

- Detail-oriented, organized, and able to work independently to prioritize and execute tasks.

- Ability to build trust and form effective relationships with team members and stakeholders.

- Proficient understanding of ITIL/ITSM framework.

- Experience working with global and remote teams preferably in healthcare industry.

- Familiarity with JIRA and collaboration tools such as Confluence and SharePoint.

- Willingness to work in Shifts, 2 : 30 PM IST till 11 : 30 PM IST, and support on-calls during weekend and during public holiday, or as and when required.

Nice to have :

- Advance technical knowledge on virtual machines, Database, automation anywhere, DevOps functionalities.

- Proficiency in Artificial Intelligence (AI) and automation tools.

- Strong Business Relationship Management (BRM) capabilities for aligning IT with business goals.

- Experience with knowledge management systems and innovation.

- Commitment to continual learning and agility to adapt to a rapidly changing tech landscape.

- Proficient towards demonstrating emotional intelligence.

- Certification on Scrum Master and Product Owner.

- Understanding of Power BI.

Mandatory Requirements :

- Employees must have a high-speed broadband internet connection with a minimum speed of 50 Mbps and the ability to set up a wired connection to their home network to ensure effective remote work.

These requirements may be updated as needed by the business.

Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

  • Lead, ITSM

    2 days ago

    Pune, Maharashtra, India Evolent Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Your Future Evolves HereEvolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We...

  • Lead, ITSM

    6 hours ago

    Pune, Maharashtra, India Evolent Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Your Future Evolves HereEvolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins....

  • Hiring For ITSM Lead_Pune

    8 hours ago

    Pune, Maharashtra, India Ethos HR Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Job TitleServiceNow Tech LeadLocationPuneType of EmploymentPermanentRoleServiceNow ITSM LeadQualificationB.E Computer or IT/ MCS/MCA equivalentJob OverviewThe person should be experienced in designing, Implementing, solution various ServiceNow related applications and modules. Must possess technical knowledge and hands on experience on ITSM, Virtual Agent,...

  • Senior ITSM Manager

    1 week ago

    Pune, Maharashtra, India Convera Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Senior Software EngineerWe are looking for an experiencedSenior ITSM Manager- ServiceNowto lead and optimize our Change Management, Problem Management, Incident Management and Knowledge Management processes. This role is critical in ensuring smooth IT service delivery, minimizing risks, and driving continuous improvement across our ITSM landscape. The ideal...

  • ServiceNow ITSM Developer

    2 weeks ago

    Pune, Maharashtra, India Capgemini Full time

    Job DescriptionChoosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of...

  • ITSM ServiceNow Senior Developer

    2 weeks ago

    Pune, Maharashtra, India Emergys Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Experience: 5+ yearsLocation: Pune, IndiaType of Employment: PermanentRole: ServiceNow DeveloperQualification: B.E Computer or IT/ MCS/MCA equivalentJob Overview:The person should be experienced in designing, Implementing, solution various ServiceNow related applications and modules. Must possess technical knowledge and hands on experience on ITSM and CMDB....

  • Emergy - Senior Lead - ITSM/ITOM

    3 weeks ago

    Pune, Maharashtra, India Emergys Software Private Limited Innovation for Ag Full time

    Key Responsibilities & Team Management :- Lead and mentor a team of ITOM professionals, ensuring high performance, accountability, and skill development.- Set clear objectives, monitor progress, and foster a culture of collaboration, innovation, and continuous improvement.- Conduct periodic team reviews, feedback sessions, and training initiatives.IT...

  • ServiceNow ITSM Developer

    3 weeks ago

    Pune, Maharashtra, India Capgemini Full time

    Job DescriptionChoosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of...

  • Urgent Search: Servicenow Itsm

    3 weeks ago

    Pune, Maharashtra, India Fujitsu Full time

    We use cookies to offer you the best possible website experience Your cookie preferences will be stored in your browser s local storage This includes cookies necessary for the website s operation Additionally you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website s performance as well as...

  • Servicenow Itsm-technical Consultant

    3 weeks ago

    Pune, Maharashtra, India Fujitsu Full time

    We use cookies to offer you the best possible website experience Your cookie preferences will be stored in your browser s local storage This includes cookies necessary for the website s operation Additionally you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website s performance as well as...