5.0 - 10.0 years

15 - 22 Lacs

Noida

Remote

Job Title: Offshore ITIL / ITSM Consultant (US Hours Overlap) Location: Offshore (Remote) Working Hours: Must overlap with U.S. Central Time (CST) until at least 12:00 PM CST Looking for an immediate joinee Job Summary We are seeking an experienced ITIL and ITSM Consultant to provide expert guidance, execution oversight, and strategic direction to our global IT operations, with a strong focus on Service Desk and L2 Support functions. This offshore role requires consistent overlap with U.S. Central Time (CST) until at least 12:00 PM CST. The ideal candidate will drive the implementation of ITIL-based industry best practices, improve process efficiency, and ensure service excellence across IT support operations. 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.

Posted 1 week ago

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Technical Writer Razorthink

6.0 - 10.0 years

30 - 35 Lacs

Bengaluru

Work from Office

Key Responsibilities: Develop and maintain documentation for ITSM processes including Incident, Problem, Change, Request, Asset, and Configuration Management. Create standard operating procedures (SOPs), user manuals, FAQs, knowledge base articles, and training materials. Collaborate with process owners, SMEs, and technical teams to gather information and ensure documentation accuracy. Ensure content aligns with ITIL best practices and is accessible to both technical and non-technical audiences. Regularly review and update documents to reflect changes in policies, procedures, or technologies. Maintain document control and version management. Assist with internal audits and compliance documentation. Support the configuration and content of knowledge management systems such as ServiceNow, BMC Helix, or Freshservice. Required Skills and Qualifications: Proven experience as a Technical Writer in an ITSM or IT Operations environment. Strong understanding of ITIL/ITSM concepts and frameworks. Experience with documentation tools such as Confluence, SharePoint, MS Word, or MadCap Flare. Familiarity with ITSM platforms like ServiceNow, BMC Remedy, or Jira Service Management. Excellent written and verbal communication skills. Strong attention to detail and the ability to simplify complex technical content. Ability to work independently and collaboratively in a fast-paced environment.

Posted 2 weeks ago

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