Description

You will manage and enhance ITSM processes within the ServiceNow platform to drive efficient service delivery.

This role is on-site.

Responsibilities

• Own end-to-end ITSM processes including Incident, Problem, Change, Release, and Service Catalog management.
• Configure and maintain ServiceNow modules such as CMDB, Asset Management, and Employee Center.
• Track and report on ITSM performance metrics, SLAs, and KPIs to identify areas for continuous improvement.
• Champion automation and AI initiatives to streamline service delivery and reduce manual effort.
• Participate in Major Incident Management (MIM) bridges during PST hours and manage on-call rotations.

Required Skills

• 4+ years of experience in IT Service Management roles.
• 3+ years of hands-on ServiceNow experience covering ITSM, Self Service, Reporting, and Dashboards.
• 2+ years of experience with Asset Management.
• Strong knowledge of ITIL v3/v4 frameworks and CMDB best practices.
• Experience with Service Catalog planning, consulting, and process development.
• Ability to conduct Data Certifications and Physical Inventory Audits.
• Bachelor's degree in IT or related field (or equivalent work experience).

Preferred Skills

• ITIL v4 Foundation certification.
• Knowledge of DevOps, Agile, or CFS/SIAM frameworks.
• Experience with PowerBI, Grafana, or AIOps predictive analytics.

Key Skills

Education

Any Graduate