ITSM Process and Reporting Consultan

Persistent Systems Limited; Pune District; Hybrid; INR 2,500,000 - 4,200,000; Full time

Benefits offered by this job

Hybrid work

Accessible office

Flexible hours

Education sponsorship

Job summary

Persistent Systems Limited is seeking an ITSM Process and Reporting Consultant with 10+ years of experience. The role focuses on designing, assessing, improving, and governing ITSM processes to support reliable service delivery and ITIL-aligned practices.

The candidate will work with IT leadership, service owners, and cross-functional teams to translate requirements into tool configurations and governance standards, enabling continual improvement and audit readiness with ServiceNow, Freshdesk,

Qualifications

• Experience in designing and governing ITSM processes aligned with ITIL and ISO/IEC 20000.
• Ability to document SOPs, process maps, and governance artifacts.
• Strong stakeholder engagement and change-management capabilities.
• Capability to drive process adoption and audit readiness.
• Data-driven with ability to interpret metrics and drive improvements.
• Experience supporting distributed, cross-functional teams.

Responsibilities

• Lead the design, review, and optimization of ITSM processes.
• Develop and maintain process documentation, policies, and workflows.
• Drive implementation and continuous improvement of ITSM processes.
• Collaborate with Presales and Sales to support opportunities.
• Translate requirements into tool configurations and workflows (ServiceNow, Jira, etc.).
• Define controls, escalation paths, and compliance checkpoints.
• Facilitate workshops and stakeholder interviews to gather requirements.
• Support organizational change with communications and training materials.
• Ensure alignment with governance, risk, security, and ITIL/ISO standards.
• Provide guidance on integration points across service desk, infra, and operations.

Skills

ITSM design

Governance

Continual improvement

Stakeholder influence

Documentation

Data-driven decisions

Project management

Distributed teams

Change management

Industry standards

Tools

ServiceNow

Freshdesk

Jira Service Management

Job description

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.

TheITSMProcessConsultantisresponsiblefordesigning,assessing,improving,andgoverningITservicemanagementprocessesthatsupportreliable,efficient,andbusiness-alignedservicedelivery.ThisroleworkscloselywithITleadership,serviceowners,supportteams,platformadministrators,andbusinessstakeholderstodefineprocessstandards,driveITIL-alignedpractices,improveoperationalperformance,andenablecontinualserviceimprovement

• Role:ITSMProcessandReportingConsultant
• Location:AllPersistentLocation
• Experience:10+Years
• JobType:Full-TimeEmployment

WhatYou'llDo:

• Leadthedesign,review,andoptimizationofITSMprocessesalignedwithbusinessobjectives,servicedeliverygoals,andITILbestpractices.
• Developandmaintainprocessdocumentationincludingpolicies,procedures,workflows,processmaps,RACImatrices,workinstructions,andgovernancestandards.
• DriveimplementationandcontinuousimprovementofcoreITSMprocessessuchasIncident,Problem,ChangeEnablement,ServiceRequest,ServiceCatalog,KnowledgeManagement,ReleaseManagement,ConfigurationManagement,andAssetManagement.
• PartnercloselywithPresalesandSalesteamstosupportbothnewandexistingbusinessopportunities.
• Partnerwithserviceowners,operationsteams,engineeringteams,andplatformadministratorstotranslateprocessrequirementsintotoolconfigurationsandworkflowautomationwithinITSMplatformssuchasServiceNow,Freshdesk,JiraServiceManagement,orsimilartools.
• Defineprocesscontrols,approvalmodels,escalationpaths,andcompliancecheckpointstoimproveservicequality,reduceoperationalrisk,andsupportauditreadiness.
• Facilitateworkshops,stakeholderinterviews,andprocesswalkthroughstogatherrequirements,validateoperatingmodels,andbuildalignmentacrosstechnicalandbusinessteams.
• Supportorganizationalchangemanagementbypreparingcommunications,trainingmaterials,knowledgearticles,andadoptionplansforneworrevisedITSMprocesses.
• EnsureITSMprocessesalignwithenterprisegovernance,risk,security,andcompliancerequirements,includinginternalcontrolsandrelevantstandardssuchasITILandISO/IEC20000whereapplicable.
• Provideexpertguidanceonprocessintegrationpointsacrossservicedesk,infrastructure,applicationsupport,operations,vendormanagement,andbusinessrelationshipmanagementfunctions.
• Prepareexecutiveandoperationalreportsthatcommunicateprocessmaturity,performancetrends,risks,andimprovementprogresstoleadershipandstakeholders.

ExpertiseYou'llBring:

• DeepunderstandingofITSMprocessdesign,governance,andcontinualserviceimprovement.
• Strongconsultingmindsetwiththeabilitytoinfluencestakeholdersanddriveprocessadoption.
• Strongdocumentationskills,includingthecreationofSOPs,processmaps,operatingprocedures,andgovernanceartifacts.
• Abilitytobalancestandardizationwithpracticalbusinessandoperationalneeds.
• Data-drivendecision-makingskillswiththeabilitytointerpretperformancemetricsandrecommendtargetedimprovements.
• Strongorganizationalandtimemanagementskills,withtheabilitytomanagemultipleinitiativesandpriorities.
• Abilitytoworkindependentlywhilecollaboratingeffectivelyacrossgeographicallydistributedteams.
• Culturefocusedontalentdevelopmentwithquarterlygrowthopportunitiesandcompany-sponsoredhighereducationandcertifications
• Opportunitytoworkwithcutting-edgetechnologies

Persistentisdedicatedtofosteringdiversityandinclusionintheworkplace.Weinviteapplicationsfromallqualifiedindividuals,includingthosewithdisabilities,andregardlessofgenderorgenderpreference.Wewelcomediversecandidatesfromallbackgrounds.

• Wesupporthybridworkandflexiblehourstofitdiverselifestyles.
• Ourofficeisaccessibility-friendly,withergonomicsetupsandassistivetechnologiestosupportemployeeswithphysicaldisabilities.
• Ifyouareapersonwithdisabilitiesandhavespecificrequirements,pleaseinformusduringtheapplicationprocessoratanytimeduringyouremployment

1Open Positions

ITSM,IT Service Management

Skills Required

Pune, Maharashtra, India

Location

ITSM,IT Service Management,Other,Work Flow