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

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