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Eurofins It Solutions India
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ITSM Process Manager

ITSM Process Manager

Eurofins It Solutions India

5 - 7 years

|

4 - 6 Lacs

bengaluru karnataka india

Posted:16 hours ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Responsibilities:

Own and manage key ITSM processes including Incident, Change, Problem, Request, Knowledge, CMDB, Asset, and Capacity
Define and maintain process documentation such as RASCI charts, standard operating procedures (SOPs), and governance frameworks
Collaborate with ITSM tool administrators and developers to align BMC Helix configurations with process requirements
Monitor KPIs, SLAs, and compliance metrics to ensure continuous service improvement
Lead internal process audits, identify gaps, and implement corrective and preventive actions
Conduct workshops, reviews, and training sessions related to ITSM process adoption
Coordinate with cross-functional teams including Service Desk, Infrastructure, and Applications to ensure effective process implementation
Ensure CMDB data accuracy and maintain process linkage between tools
Participate in tool upgrades, configuration updates, and workflow adjustments related to ITSM processes
Act as a liaison between tool owners (BMC Helix/ServiceNow) and business stakeholders for successful rollout of process improvements

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Eurofins It Solutions India

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