ITSM Lead [T500-28996]

ADM; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

ADM India Hub is seeking an experienced ITSM Lead to manage IT Services Management processes using ServiceNow and related tools. You will lead process-specific teams, collaborate with Service Towers, Service Desk and SMEs to ensure timely resolution of Incidents and Requests while meeting SLAs and KPIs.

You will drive improvements, standardize procedures, and maintain Runbooks, with 24x7 support for global operations as required.

Qualifications

• Bachelor's degree in computer science / information systems or equivalent.
• ServiceNow Certification and ITIL Certification.
• 6+ years of hands-on ServiceNow experience across Incident, Problem, Change, Reporting and Dashboards.
• 4+ years of experience leading technical teams.
• 2+ years of experience with Power BI and Microsoft Teams.
• Excellent English communication and documentation skills.

Responsibilities

• Monitor dashboards in ServiceNow; manage breaches, escalations and high-priority incidents.
• Create and present operational reports showing SLA/KPI attainment and backlog metrics.
• Act as Service Delivery Lead to ensure SLA targets and customer satisfaction.
• Triage and follow up on open Problem tickets; ensure timely closure.
• Oversee P1 incidents and coordinate with I&O and SMEs.
• Drive major incidents to timely resolution and document root causes and actions.
• Ensure adherence to global standards, processes and runbooks.
• Participate in on-call rotation for MIM/MOD duties and provide 24x7 support as needed.

Skills

ServiceNow

ITIL

Leadership

Communication

Analytical

Problem solving

Education

Bachelor's degree in CS / IS

ServiceNow Certification

ITIL Certification

Tools

ServiceNow

Power BI

Microsoft Teams

Job description

We are one of the world's largest nutrition companies and a global leader in human and animal nutrition. We unlock the power of nature to provide nourishing quality of life by transforming crops into ingredients and solutions for foods, beverages, supplements, livestock, aquaculture, and pets.

About ADM India Hub:

At ADM, we have long recognized the strength and potential of India's talent pool, which is why we have maintained a presence in the country for more than 25 years. Building on this foundation, we have now established ADM India Hub, our first GCC in India.

At ADM India Hub, we are hiring for IT and finance roles across diverse technology and business functions. We stand at the intersection of global expertise and local excellence, enabling us to drive innovation and support our larger purpose of unlocking the power of nature to enrich quality of life.

Job Summary:

• Responsible for the overall management and execution of ITSM (IT Services Management) processes including Incident, Problem, Change, Knowledge, Configuration Management and Major Incident Management, leveraging ServiceNow and related tools and processes. Serve as the overall lead and provide technical direction and leadership to process specific leads focused on specific ITSM functions.
• Collaborate closely with the Service Towers, Service Desk, Command Center, SMEs (Subject Matter Experts) to ensure timely resolution of Incidents and Requests, and attainment of the established SLAs and KPIs. Continuously improve service excellence and customer satisfaction by minimizing business disruption and focusing on end-to-end user experience. Establish standards, operating procedures, processes and policies relating to ITSM processes and ensure adherence.

Job Responsibilities:

• Essential duties and responsibilities include the following. Other duties may be assigned as appropriate.
• Closely monitor the relevant dashboards in ServiceNow on a regular basis and ensure exceptions including Incidents and Requests that are Breached, Escalated, Reopened or categorized as high priority are handled in a timely manner. Connect with the Service Towers on a regular basis to ensure exception tickets are handled as a priority.
• Create and present daily/ weekly monthly operational reports, for leadership review, showing SLA and KPI attainment, Backlog Age and other operational metrics, and exception reports
• showing Incidents and Requests requiring special attention and focus.
• Serve as a Service Delivery Lead and Escalation Manager to the Service Desk and ensure SLA and KPI targets are met, and a high level of customer satisfaction is achieved.
• Review the open Problem tickets regularly and follow up with the appropriate teams and ensure they are addressed and closed by the due date.
• Oversee / triage P1 Incidents and determine if I&O teams' engagement is necessary and engage the appropriate teams or SMEs (Subject Matter Experts) on a P1 bridge.
• Drive major incidents to timely resolution by actively steering the troubleshooting process and coordinating across stakeholders and resolver groups. Capture good incident documentation
• with a focus on attention to details.
• Ensure root causes and action plans are properly documented and published in a timely manner.
• Ensure adherence to established global standards, processes, procedures and best practices.
• Participate in on-call rotation for MIM / MOD (Major Incident Manager and Manager On Duty) duties. Provide 24x7 support for global operations as required.
• Oversee / host weekly CAB (Change Advisory Board) meetings with a large audience and closely
• Provide backup support for other process leads when they are out of the office.
• Contribute to identifying and documenting product enhancement requirements in ServiceNow, in coordination with stakeholders and technical team members.
• Follow through on agreed upon enhancements / evolutions and ensure they meet customer requirements.
• Document processes and procedures consistent with professional quality documents and create and maintain operational Runbooks.

Required Qualifications:

• Bachelor's degree. in computer science / information systems or equivalent combination of
• relevant education and experience.
• ServiceNow Certification, ITIL Certification or equivalent.
• 6+ years of hands‑on experience with the ServiceNow platform in the areas of Incident Management, Problem Management, Configuration Management, Reporting and Dashboards, Change Requests, Service Catalogs, Workflow.
• 4+ years of experience leading technical teams
• Good understanding of the ITIL and ITSM processes, IT Infrastructure and Information Systems.
• 2+ years of experience with Power BI and Microsoft Teams.
• Excellent verbal, presentation and written communication skills in English, including the ability to communicate complex technical issues effectively and clearly to non-technical colleagues.
• Ability to create professional quality technical documentation, procedures, presentations and
• knowledge articles.
• Ability to prioritize and complete multiple tasks during critical and high-pressure situations.
• Excellent planning, collaborative, interpersonal, and time management skills.
• Excellent troubleshooting and problem-solving skills coupled with strong analytical skills.

Company Details:

At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We're a global leader in human and animal nutrition and the world's premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over.