Itsm Consultant

Forvis Mazrs; Bengaluru; Hybrid; INR 3,000,000 - 5,500,000; Part time

Job summary

Forvis Mazrs in Bengaluru is seeking a Senior ITIL / Service Management Consultant on a hybrid contract. You will lead ITSM process transformation within a large ServiceNow implementation covering ITSM, ITAM, ITOM and App Engine.

You will establish scalable, AI-enabled operating models aligned with ITIL 4, working with IT leadership, implementation partners and business stakeholders to drive standardization and automation.

Qualifications

• 10+ years of ITSM transformation experience.
• Strong ITIL 4 knowledge and enterprise ITSM operating models.
• 5+ years of ITSM platform implementation experience.
• Strong experience in ITSM process design and ServiceNow ITSM capabilities.
• Good to have ITAM, CMDB and ITOM; Discovery and Service Mapping preferred.
• Proven experience migrating ITSM platforms.
• Strong stakeholder, vendor and implementation-partner management experience.
• Good to have experience in regulated environments (pharma/healthcare).
• Understanding CSV/GxP, change control, auditability and data integrity is an advantage.

Responsibilities

• Define the ITSM operating model, governance framework and ITIL 4-based process standards.
• Assess current ITSM maturity and redesign processes for the future-state ServiceNow environment.
• Lead process design for Incident, Major Incident, Service Catalog, Knowledge, Change, and others.
• Define process ownership, RACI, KPIs, KRIs, SLAs and OLAs.
• Translate ITIL processes and business requirements into ServiceNow solution and workflow designs.
• Ensure maximum adoption of ServiceNow Out-of-the-Box capabilities and minimize customization.
• Establish integration across ITSM, ITAM, CMDB and ITOM (Discovery, Service Mapping, Event Management).
• Lead Summit-to-ServiceNow process transformation and migration; avoid replicating legacy inefficiencies.
• Identify opportunities for workflow automation, AI/GenAI, and agentic capabilities across ITSM, ITAM and ITOM.
• Establish IT Asset Management processes covering hardware, software, lifecycle, compliance and governance.
• Support CMDB governance and ITOM operating model design.
• Develop process documentation, SOPs and governance artefacts for validation and compliance.
• Establish a continuous improvement framework and maturity roadmap.

Skills

ITIL 4

ITSM transformation

Stakeholder management

Enterprise ITSM

Process design

Tools

ServiceNow

ITAM

CMDB

ITOM

Discovery

Service Mapping

Event Management

Job description

Senior ITIL / Service Management Consultant

Location: Bengaluru / Hybrid | Engagement: Contract / Consulting | Experience: 10+ years |
Project: ServiceNow Implementation

About the Role

We are looking for an experienced Senior ITIL / Service Management Consultant to lead the IT Service Management process transformation as part of our enterprise-wide ServiceNow implementation covering ITSM, ITAM, ITOM and App Engine.

The consultant will establish a standardized, scalable and mature IT Service Management operating model aligned with ITIL 4, industry best practices, automation, AI-enabled operations and pharmaceutical regulatory requirements. The role will work closely with IT leadership, process owners, ServiceNow implementation partners and business stakeholders.

Key Responsibilities

• Define the ITSM operating model, governance framework and ITIL 4-based process standards.
• Assess current ITSM maturity and redesign processes for the future-state ServiceNow environment.
• Lead process design for Incident, Major Incident, Service Request, Service Catalog, Problem, Change, Knowledge, SLA, Configuration/CMDB and Release Management.
• Define process ownership, RACI, KPIs, KRIs, SLAs and OLAs.
• Translate ITIL processes and business requirements into ServiceNow solution and workflow designs.
• Ensure maximum adoption of ServiceNow Out-of-the-Box capabilities and minimize unnecessary customization.
• Establish integration across ITSM, ITAM, CMDB and ITOM, including Discovery, Service Mapping and Event Management.
• Lead Summit-to-ServiceNow process transformation and migration, ensuring inefficient legacy processes are not simply replicated.
• Identify opportunities for workflow automation, self-service, AI/GenAI and agentic capabilities across ITSM, ITAM and ITOM.
• Establish IT Asset Management processes covering hardware, software, lifecycle, compliance and governance.
• Support CMDB governance, Configuration Management and ITOM operating model design.
• Develop process documentation, SOPs and governance artefacts required for validation, audit and regulatory compliance.
• Establish a continuous improvement framework and Service Management maturity roadmap.

Required Experience

• 10+ years of IT Service Management / ITSM transformation experience.
• Strong practical knowledge of ITIL 4 and enterprise ITSM operating models.
• 5+ years of ITSM Platform implementation/transformation experience.
• Strong experience in ITSM process design and ServiceNow ITSM capabilities.
• Good to have experience with ITAM, CMDB and ITOM; Discovery and Service Mapping experience preferred.
• Proven experience in migrating ITSM platform.
• Strong stakeholder, vendor and implementation-partner management experience.
• Good to have experience working in pharmaceutical, life sciences, healthcare or other regulated environments is highly desirable.
• Understanding of CSV/GxP, change control, auditability, data integrity and controlled documentation is an advantage.

Certifications

ITIL 4 Foundation Mandatory

• ServiceNow Certified System Administrator / ITSM Implementation Specialist and ITIL 4 Managing Professional are preferred.

Ideal Candidate

• The ideal candidate is a Service Management transformation expert, not merely a ITSM Platform configurator someone who can challenge existing processes, establish ITIL best practices, drive standardization, and translate business requirements into a scalable, automated and AI-enabled operating model.