Itsm Consultant

Tata Consultancy Services; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Tata Consultancy Services in Mumbai is seeking an ITSM specialist with hands-on ServiceNow experience to align ITSM processes with business goals and drive improvements in incident, major incident, and problem management.

The role focuses on dashboards, reports, SLA/OLA adherence, and continuous process maturation, requiring strong communication across IT teams and stakeholders.

Qualifications

• 5+ years of ITSM experience.
• Hands-on experience with Incident, Major Incident, and Problem management.
• Experience with ServiceNow tool.
• Excellent communication to interface with teams and guide ITSM processes.
• Ability to improve processes and drive automation.
• Knowledge of dashboards and reports in ServiceNow.
• Identify and lead ITSM improvement programs.
• Proficient in MS Office for reporting.
• Understanding of SLAs & OLAs.
• End-to-end Incident Management ownership.

Responsibilities

• Facilitate end-to-end Incident Management processes.
• Drive efficiency and effectiveness of Incident Management.
• Inform management and customers about Major Incidents.
• Ensure incidents conform to process policies and standards.
• Coordinate with other ITSM process managers for resolution.

Skills

ITSM processes

ServiceNow

Incident Management

Major Incident Management

Problem Management

Dashboard reporting

Excel

PowerPoint

ITIL

Communication skills

Tools

ServiceNow

MS Office

Job description

Role & responsibilities

• Worked on IT Service Management processes, like Incident, Major Incident Management & Problem. Have hands‑on experience of using ServiceNow tool & reports.
• Work directly with IT management to align ServiceNow with IT Organization strategy.
• Proven problem solving & troubleshooting abilities using strong analytical skills & creative thinking.
• Experience on maturing ITSM processes.
• Hands‑on experience on Service design.
• Driven customer weekly/monthly performance meetings
• Knowledge on building ServiceNow dashboards.
• Automated reports
• Understanding of SLAs & OLAs
• Must have hands‑on experience on excel and power point presentations.
• Functional knowledge on ITIL processes and best practices.

Skill Set:

• Must have minimum 5+ years of relevant experience in working on ITSM processes.
• Must have hands on experience managing and supporting the IT Service Management processes like Incident, Major incident management & Problem management
• Experience on ServiceNow tool
• Excellent communication skills to Interface and communicate frequently with various teams across the group to guide on ITSM process, took refresher trainings.
• Must have good understanding to improve already implemented process, suggest improvements to drive automation.
• Must have good working knowledge on ServiceNow dashboards & reports.
• Must be capable to identify and lead improvement programmes through ITSM, service delivery improvements, and process efficiencies.
• Well versed MS Office applications for reporting purposes.
• Security & Audit, Escalation Ticket handling, Helpdesk Ticket Coordination, Change management, Documentation, Reporting.
• Facilitate and manage end to end Incident Management Process.
• Drive the overall efficiency and effectiveness of the Incident Management process.
• Ensure management and customers are sufficiently informed about the Major Impacting Incidents.
• Ensures incidents resolution and management conform to process policies & standards.
• Provides input into important decisions regarding Incident Management supporting technology requirements.
• Responsible for the effective cooperation between Incident Management and other ITSM process managers.
• Monitoring and reporting the effectiveness of the Incident Management performance Recommend process improvement to the Incident Management Process Owner.
• End-to-end ownership of all incidents and requests including those that may need to be dispatched or escalated to more specialized entities for resolution
• Helpdesk and coordination support for business continuity, availability, and disaster recovery activities
• Helpdesk change management/change controls. (Problem resolution)
• Monitor Data Center Infrastructure and elevate services in case of issues