At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.
Job Summary
The ITIL Process Engineer supports the advancement of IT service management by assisting in the design, optimization, and automation of ITIL processes that contribute to operational efficiency and user satisfaction. This role applies ITIL knowledge in a collaborative environment, contributing to automation efforts, AI integration, and cross-functional teamwork. The engineer will support initiatives to streamline workflows, improve service delivery, and align with industry best practices—helping to build scalable, efficient, and resilient IT operations.
Essential Duties And Responsibilities
- Process Analysis & Optimization: Evaluate existing service management processes to identify inefficiencies. Propose and implement automation strategies to reduce manual effort and improve productivity, quality, and consistency.
- AI Integration & Automation: Research, recommend, and deploy technologies to enhance ITIL processes—such as automating repetitive tasks, enabling predictive incident management, and supporting intelligent service desk operations.
- Service Onboarding Management: Design and document onboarding workflows for new services supported by the Service Desk. Ensure smooth integration and effective training for operations teams through structured change management.
- Cross-Functional Collaboration: Partner with IT, application support, security, and business units to resolve operational challenges and ensure a unified approach to incident management and service delivery.
- Standard Operating Procedures (SOPs): Develop and maintain comprehensive SOPs for all service management processes, ensuring alignment with industry best practices and internal compliance standards.
- Knowledge Management: Maintain an accurate and up-to-date knowledge base for the service management team. Ensure documentation reflects current processes and is easily accessible.
- Incident Management Governance: Define and enforce policies and procedures for incident and major incident management to ensure consistency, compliance, and timely resolution.
- ITIL/ITSM Expansion: Identify opportunities to implement or enhance ITIL/ITSM processes. Design and deliver training programs to promote adoption and maturity across the organization.
- Continuous Improvement: Drive ongoing improvements through process baselining, audits, compliance reviews, and performance analytics. Recommend enhancements based on data-driven insights.
- Reporting & Communication: Prepare and present project updates, performance metrics, and strategic recommendations to senior leadership and stakeholders.
- Team Leadership & Trust Building: Foster a culture of collaboration and accountability. Lead by example to build trust across teams and functions.
- Tool Utilization & Innovation: Use ITSM platforms such as ServiceNow to create and manage Service Catalog items. Oversee improvement initiatives via Jira and recommend tools to enhance service operations.
- CMDB Governance: Maintain robust governance for the Configuration Management Database (CMDB), including standards, access controls, integrations, audits, and continuous improvement practices.
Required
Skills, Knowledge and Education
- Education: Bachelor’s degree in computer science, management information systems (MIS), business, or a related field, or equivalent work experience.
- Experience: A minimum of five years’ experience in IT service management working directly on ITIL processes with demonstrated success in implementing improvements. Subject matter expert (SME) on ITIL frameworks and processes such as Incident, Problem, Change, Configuration, and Knowledge Management.
- Automation: Proven experience designing and implementing automation solutions to streamline ITIL-based service management processes using tools such as ServiceNow, or equivalent platforms.
- Process Improvement and Data Analysis: Demonstrated expertise in driving process improvement initiatives through data analysis, workflow optimization, and project management, with a focus on enhancing service efficiency and business outcomes.
- Communication Skills: Exceptional communication skills with strong attention to detail. Proven experience preparing and delivering high-impact reports and presentations tailored for senior leadership and executive audiences.
- Customer Service: Strong interpersonal skills with a customer-centric mindset, ensuring process improvements align with user experience and service excellence goals.
- Problem-Solving Skills: Proven ability to analyze issues, identify root causes, and implement solutions effectively within ITIL processes.
Preferred
- ServiceNow Expertise: Hands-on experience as a power user or catalog developer within the ServiceNow platform, including workflow configuration and service catalog design.
- AI: Familiarity with artificial intelligence technologies in ITSM environments, such as ServiceNow Virtual Agent, chatbot frameworks, and predictive analytics.
- Technical Proficiency: Working knowledge of tools such as SQL for data querying, Power BI for reporting and visualization, Visio for process mapping, and Jira for agile project tracking.
- Certifications: ITIL v3 or v4 certification is highly desirable. Additional certifications such as ITIL Foundation, ServiceNow Administrator/Developer, or Lean Six Sigma are a plus.
- Change & Agile Methodologies: Experience supporting change management processes with a solid understanding of Lean or Agile methodologies.
Work Environment
- In office working model.
- Working shift 2:30 PM – 11:30 PM IST.
We are an ambitious, resourceful, and driven workforce, which empowers us to THINK OUTSIDE. Apply today!
About Polaris India
As the global leader in powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe.
Polaris India Private Limited is one of the Polaris group subsidiary companies incorporated on 18th Feb 2011. We launched our flagship products including All-Terrain Vehicles (ATVs), Polaris RANGER: RZR® side - by - side and Snowmobiles in India in August 2011. Through our selected product range, we are creating a whole new culture of Off-Road adventure in India. Polaris India has a strong network of 10 dealerships and state of the art Polaris Experience Zones (Off-Road Tracks) to take the off-road riding culture way ahead. We are committed to creating a dynamic work environment where talent thrives, and bold ideas come to life. Join Polaris India, where passion meets innovation! We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. www.polaris.com
How We Hire
Polaris India Private Limited is committed to a policy of equal employment opportunity and does not discriminate in the terms, conditions, or privileges of employment on account of race, age, color, sex, national origin, physical or mental disability, or religion or otherwise as may be prohibited by law.
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