Sr. ITSM Process Lead - SNOW (Only Chennai candidates)

Musoft Consulting; Chennai District; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Musoft Consulting in Chennai is seeking a Sr. ITSM Process Lead with deep expertise in ServiceNow ITSM, ITAM and ITOM to lead the design, standardization, and deployment of enterprise ITSM processes on the ServiceNow platform.

The role requires ITIL proficiency, AS-IS and TO-BE mapping, and the ability to translate requirements into functional ServiceNow solutions. You will act as process SME and bridge between business stakeholders, IT leadership, process owners, and implementation partners to

Qualifications

• 10+ years of experience in ITSM, IT service management, process transformation, or related discipline.
• Deep expertise in ServiceNow across ITSM, ITAM, ITOM.
• Extensive experience designing, transforming, and implementing enterprise ITSM processes.
• Strong understanding of ITIL principles and IT service management best practices.
• Proven experience defining AS-IS and TO-BE processes and driving standardization.
• Strong understanding of ServiceNow platform capabilities and how to translate business processes into effective ServiceNow solutions.
• Experience working with ServiceNow architects, developers, admins, and implementation partners.
• Knowledge of CMDB, Configuration Management, Discovery, and IT asset lifecycle concepts.
• Ability to balance process change, ServiceNow configuration, automation, and customization.
• Strong stakeholder management and communication skills; ability to influence senior IT and business stakeholders.
• Excellent workshop facilitation, process mapping, analytical, and problem-solving skills.
• Demonstrated ability to lead process transformation initiatives in complex enterprise environments.

Responsibilities

• Lead end-to-end ITSM process design and implementation in ServiceNow.
• Assess current processes, identify gaps, and define standardized target-state processes.
• Define process frameworks, workflows, roles and responsibilities, governance, controls, SLAs, KPIs, and operating models.
• Drive adoption of industry best practices and ServiceNow out-of-the-box capabilities.
• Provide functional leadership across ServiceNow ITSM, ITAM, ITOM, CMDB and Discovery.
• Ensure alignment between ITSM, ITAM, ITOM and related capabilities.
• Lead process discovery and design workshops with business and IT stakeholders.
• Translate business requirements and process designs into ServiceNow functional requirements, workflows, user stories, and acceptance criteria.
• Partner with ServiceNow architects, developers, administrators, and implementation partners.
• Establish and maintain process governance, ownership, RACI, performance metrics, and continuous improvement frameworks.
• Identify opportunities to simplify, standardize, automate, and improve IT service management processes.
• Provide strategic guidance on using ServiceNow capabilities to improve efficiency, quality, and user experience.
• Support solution validation, testing, implementation, adoption, and continuous improvement activities.
• Work with senior stakeholders to drive decisions and establish enterprise-wide standards.
• Define and execute a roadmap to improve ITSM process maturity and ServiceNow adoption across the organization.

Skills

ServiceNow ITSM

ServiceNow ITAM

ServiceNow ITOM

ITIL Principles

AS-IS / TO-BE processes

Process Transformation

Stakeholder Management

Workshop Facilitation

Process Mapping

Requirements Translation

Enterprise Architecture Liaison

Problem Solving

Leadership

Education

ITIL 4 Foundation

ServiceNow CSA (Certified System Administrator)

ServiceNow ITSM Certification

ServiceNow ITOM Certification

ServiceNow IT Asset Management Certification

Tools

CMDB

Discovery

Service Mapping

Event Management

Asset Management

Job description

Job Title: Sr. ITSM Process Lead ServiceNow
Employment Type: Full-Time
Work Location: Chennai Onsite
Experience: 10+ Years

About the Role

We are looking for a highly experienced Sr. ITSM Process Lead with strong expertise in ServiceNow ITSM, ITAM, and ITOM to lead the design, standardization, and deployment of enterprise IT service management processes on the ServiceNow platform.

The ideal candidate will bring deep expertise in ITSM process transformation, ITIL practices, and ServiceNow, with the ability to assess the current operating model, define the target-state processes, and translate them into scalable ServiceNow solutions.

This role will act as the process SME and bridge between business stakeholders, IT leadership, process owners, and ServiceNow technical teams, ensuring that processes are designed around business outcomes, industry best practices, and ServiceNow capabilities.

Key Responsibilities

• Lead the end-to-end design and transformation of ITSM processes and their implementation within ServiceNow.
• Assess current processes, identify gaps and inefficiencies, and define standardized target-state processes.
• Define process frameworks, workflows, roles and responsibilities, governance, controls, SLAs, KPIs, and operating models.
• Drive the adoption of industry best practices and ServiceNow out-of-the-box capabilities, minimizing unnecessary customization.
• Provide functional leadership across ServiceNow ITSM, ITAM, ITOM, CMDB, and Discovery capabilities.
• Ensure effective integration and alignment between ITSM, ITAM, ITOM, CMDB, and related ServiceNow capabilities.
• Lead process discovery and design workshops with business and IT stakeholders.
• Translate business requirements and process designs into ServiceNow functional requirements, workflows, user stories, and acceptance criteria.
• Partner with ServiceNow architects, developers, administrators, and implementation partners to ensure the platform solution accurately reflects the intended process design.
• Establish and maintain process governance, ownership, RACI, performance metrics, and continuous improvement frameworks.
• Identify opportunities to simplify, standardize, automate, and improve IT service management processes.
• Provide strategic guidance on how ServiceNow capabilities can be leveraged to improve operational efficiency, service quality, and user experience.
• Support solution validation, testing, implementation, adoption, and continuous improvement activities.
• Work closely with senior stakeholders to drive decisions, resolve process conflicts, and establish enterprise-wide standards.
• Define and execute a roadmap to improve ITSM process maturity and ServiceNow adoption across the organization.

Required Qualifications

• 10+ years of experience in ITSM, IT service management, process transformation, or a related discipline.
• Strong and proven expertise in ServiceNow, particularly across ITSM, ITAM, and ITOM.
• Extensive experience in designing, transforming, and implementing enterprise ITSM processes.
• Strong understanding of ITIL principles and IT service management best practices.
• Proven experience defining AS-IS and TO-BE processes and driving process standardization.
• Strong understanding of ServiceNow platform capabilities and how to translate business processes into effective ServiceNow solutions.
• Experience working closely with ServiceNow architects, developers, administrators, and implementation partners.
• Strong knowledge of CMDB, Configuration Management, Discovery, and IT asset lifecycle concepts.
• Ability to evaluate business requirements and determine the appropriate balance between process change, ServiceNow configuration, automation, and customization.
• Strong stakeholder management and communication skills, with the ability to influence senior IT and business stakeholders.
• Excellent workshop facilitation, process mapping, analytical, and problem-solving skills.
• Demonstrated ability to lead process transformation initiatives in complex enterprise environments.

Preferred Qualifications

• ITIL 4 Foundation certification; advanced ITIL certification is a plus.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow certifications in ITSM, ITOM, or IT Asset Management.
• Experience leading large-scale ServiceNow transformation or implementation programs.
• Strong experience with CMDB, Discovery, Service Mapping, Event Management, and Asset Management.
• Experience establishing enterprise-level ITSM process governance and operating models.
• Experience with process maturity assessments, continual improvement, and automation initiatives.
• PMP, PRINCE2, or other relevant project/transformation certification is a plus.