ITSM Service Management Lead

Tata Consultancy Services Limited; Hyderabad; On-site; INR 80,000 - 140,000; Full time

Job summary

An established industry player is seeking an ITSM Service Management Lead to enhance their service management capabilities. This role involves driving major incidents, overseeing change management, and maintaining the ServiceNow Knowledge Management module. The ideal candidate will have a strong background in ITSM processes and a passion for improving service delivery. Join a dynamic team where your expertise will contribute to innovative solutions and enhance operational efficiency. If you have a knack for problem-solving and a desire to make an impact, this opportunity is for you!

Qualifications

• 8+ years of experience in ITSM processes, focusing on major incidents and change management.
• Strong knowledge of ServiceNow and its modules for effective service management.

Responsibilities

• Drive major incident management and change management processes effectively.
• Develop workflows and maintain the ServiceNow Knowledge Management module.

Skills

Major Incident Management

Change Management

Problem Management

ServiceNow Request Management

Stakeholder Engagement

Education

Bachelor's Degree

ITIL Certification

ServiceNow Certification

Tools

ServiceNow

Fresh Service

Job description

TCS has been a great pioneer in feeding the fire of Young Techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together.

We are Hiring For ITSM Service Management Lead

Required Information Details

Required Technical Skill Set

Major Incident/Change/Problem/Knowledge Management / ServiceNow Request Management Module

Desired Experience Range: 8 - 12 years

Location of Requirement: Hyderabad, India

Desired Competencies (Technical/Behavioral)

• Good knowledge in driving major incidents in the environment.
• Experience in Change Management, including driving CAB calls (Emergency, Major, Standard, and Minor changes).
• Good exposure to Problem Management, proactive analysis, and permanent fixes with proper root cause analysis.
• Knowledge in Service Request Management.
• Configure, customize, and maintain the ServiceNow Knowledge Management module in line with organizational needs.
• Develop and implement workflows, templates, and article structures for a consistent knowledge base.
• Oversee creation, categorization, and curation of knowledge articles, ensuring accuracy and relevance.
• Establish content lifecycle processes, including review, approval, and archival mechanisms.
• Partner with IT teams, SMEs, and stakeholders to identify knowledge needs and gaps.
• Guide contributors on knowledge creation and ServiceNow functionalities.
• Design and generate dashboards and reports within ServiceNow to track KPIs such as article usage and knowledge base health.
• Develop and maintain a knowledge management strategy aligned with ITIL and organizational goals.
• Establish policies and guidelines for knowledge management practices.
• Strong communication and interpersonal skills for stakeholder engagement.

Good-To-Have

• ITIL and ServiceNow/Fresh Service Certified System Administrator.
• Familiarity with ServiceNow modules such as Major Incident, Problem, Change Management, and Self-Service Portal.

15 years of full-time education required.

Seniority Level

• Mid-Senior level

Employment Type

• Full-time

Job Function

• Information Technology

Industries

• IT Services and IT Consulting