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The Judge Group
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ITIL / ITSM Consultant

ITIL / ITSM Consultant

The Judge Group

5 - 10 years

15 - 22 Lacs

Noida

Posted:1 week ago| Platform:

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Skills Required

ITIL Certified system center service manager jira service Bmc Remedy ITSM Servicenow

Work Mode

Remote

Job Type

Full Time

Job Description

Job Title:

Location:

Job Summary

ITIL and ITSM Consultant

Key Responsibilities

Provide strategic direction and operational oversight for Service Desk and L2 Support teams.
Analyze existing ITSM processes and recommend improvements aligned with ITIL best practices.
Lead process optimization initiatives, including Incident Management, Problem Management, Change Management, and Knowledge Management.
Mentor and guide support staff on ITIL concepts, process adherence, and performance excellence.
Collaborate with stakeholders in the U.S. to align ITSM practices with business objectives.
Develop and maintain process documentation, workflows, and performance metrics.
Identify gaps in service delivery and propose scalable solutions.
Ensure service levels and KPIs are clearly defined, tracked, and met consistently.
Drive continuous improvement culture across IT support teams.

Requirements

5+ years of experience in IT Service Management, with hands-on implementation of ITIL practices.
ITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred).
Strong understanding of Service Desk and Tier 2 support operations.
Experience working with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, etc.
Demonstrated ability to lead process improvements and manage service transitions.
Excellent communication skills, with the ability to work cross-functionally and with remote teams.
Proven experience in offshore support models and stakeholder collaboration across time zones.
Availability to consistently work overlapping hours with the U.S. (until 12 PM CST daily).

Preferred Qualifications

Experience in enterprise environments with a global support structure.
Knowledge of automation and AI/ML integration in ITSM processes.
Deep knowledge of Microsoft System Center Service Manager (SCSM)
Familiarity with DevOps or Agile methodologies is a plus.
Bachelors degree in Information Technology, Computer Science, or a related field.

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