ITSM Process Manager

Position Title: ITSM Process Manager

REPORTING TO:

Eurofins IT Infrastructure Services Private Limited

GEOGRAPHICAL

REPORTING LOCATION:

WORKING LOCATION:

OVERALL OBJECTIVES:

Responsibilities:

• Own and manage ITSM processes (Incident, Change, Problem, Request, Knowledge, CMDB, Asset & Capacity).
• Define and maintain process documentation, RASCI charts, SOPs, and governance frameworks.
• Collaborate with ITSM tool administrators and developers for BMC Helix configurations with process needs.
• Monitor process KPIs, SLAs, and compliance metrics to ensure performance and continuous improvement.
• Lead process audits, identify gaps, and implement corrective actions.
• Facilitate process-related workshops, reviews, and training sessions.
• Coordinate across teams (Service Desk, Infrastructure, Applications) to drive process adoption and efficiency.
• Ensure CMDB data quality and process linkage across both tools.
• Participate in tool upgrades, configuration changes, and workflow updates impacting ITSM processes.
• Act as a liaison between tool owners (BMC Helix/ServiceNow) and business stakeholders to ensure the successful implementation of process changes.

Required Skills

An ideal candidate should have strong experience in all the below:

• Extensive hands-on experience with BMC Helix and ServiceNow platforms
• Change Management driving CAB meetings, evaluating risk and impact, and ensuring minimal disruption
• Problem Management leading root cause analysis (RCA), trend analysis, and permanent solution implementation
• Incident Management Drive MIM, ensuring SLA adherence, prioritization, and timely resolution of critical issues
• CMDB - Experience supporting or implementing CMDB updates, discovery tools, and asset lifecycle processes
• Collaborated with tool admins and developers to align configurations with process requirements
• Experience creating and interpreting dashboards, SLA/KPI reports, and trend analysis for operational improvement
• Strong communication and stakeholder engagement skills

Below skills will be an advantage:

• Exposure to process automation and workflow design
• Knowledge on Site 24X7 Monitoring tool.

Must-Have Qualifications

• BMC Helix tool work experience
• ITIL process hands on experience
• Strong problem-solving and ready to take owner