Job Description
Job Description
Position Title: ITSM Process Manager
REPORTING TO: Service Delivery Manager
Eurofins IT Infrastructure Services Private Limited
GEOGRAPHICAL
REPORTING LOCATION: Bangalore / India
WORKING LOCATION: Bangalore / India
OVERALL OBJECTIVES: Eurofins IT Infrastructure Services Private Limited, looking for a skilled and experienced ITSM Specialist with 6 to 7 years of experience in implementing, managing, and optimizing IT Service Management processes. The ideal candidate should have a strong understanding of ITIL best practices and a proven track record of enhancing service delivery, governance, and process automation in complex IT environments.
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
Qualifications
Additional Information
Apply for this Position
Ready to join ? Click the button below to submit your application.
Submit Application