ITSM Expert (ITIL Certified) ServiceNow / Jira Implementation

Job Description: ITSM Expert (ITIL Certified) ServiceNow / Jira Implementation

Position: ITSM Expert – ITIL Certified

Experience Required: 6–8 Years

Location: Noida (Work from Office)

Employment Type: Full-Time

Shift: US Shift(6PM-3AM IST)

About the Role

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 role involves driving ITSM process design, governance, and automation for enterprise IT services while ensuring scalability, compliance, and service excellence.

The ideal candidate will have a strong background in IT operations, ITIL processes, ITSM tool implementation, and enterprise service delivery transformation.

Key Responsibilities

• 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.
• Define workflows, automation, dashboards, and reporting for service delivery efficiency.
• Support service integration and management (SIAM) across multiple vendors and platforms.
• Establish and enforce governance, compliance, and SLA/KPI frameworks for ITSM operations.
• Manage and optimize CMDB, discovery, and service catalog design.
• Conduct process assessments, maturity evaluations, and continual service improvements (CSI).
• 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.
• Manage release and change management cycles across multiple environments.

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.
• Strong understanding of governance, SLA reporting, and IT compliance requirements.
• Familiarity with DevOps, Agile, and CI/CD integrations with ITSM tools.
• Excellent stakeholder management, communication, and presentation skills.

Preferred Qualifications

• 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).
• Exposure to automation, AI/ML in ITSM, and self-service portal design.
• Knowledge of ISO 20000, COBIT, or other IT governance frameworks.

Education

• Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field.

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