TechOps-DE-ITSM Process Specialist-Senior

EY; Ernakulam; On-site; INR 2,000,000 - 3,500,000; Full time

Job summary

EY is hiring for an ITSM Process Specialist - Senior to drive governance, optimization and automation of ITIL-aligned processes. You’ll monitor SLA performance, lead process improvements and work with ServiceNow, Power BI and Excel to deliver actionable dashboards and analytics.

A strong focus on stakeholder engagement and continuous improvement will be essential, across EY Global Delivery Services. The role demands 8–10 years of ITSM experience, ITIL certifications, and hands-on tool expertise,

Qualifications

• Bachelor's degree in CS/IT or related field.
• 8–10 years of ITSM process governance and improvement experience.
• ITIL4 Foundation Certification; advanced ITIL is a plus.
• Proficiency in Excel, Power BI or equivalent analytics tools.
• Hands-on experience with ITSM tools including ServiceNow.

Responsibilities

• Process Governance: ensure compliance with incident, problem, change, request, and knowledge management processes.
• SLA Management: monitor SLA performance and drive improvements to closure.
• Ticket Hygiene: ensure accurate categorization, prioritization, and timely closure.
• Stakeholder Management: coordinate with service managers and customer leadership on gaps.
• Customer Collaboration: engage with customer stakeholders to review process effectiveness.
• Process Transformation: redesign workflows to improve operational efficiency and SLA performance.
• Joint Governance: conduct periodic reviews with the customer and track actions.
• Best Practice Adoption: implement industry best practices and automation.
• Reporting & Analytics: publish daily reports, weekly dashboards and monthly reviews.
• Continuous Improvement: identify automation opportunities and reduce recurring incidents.
• Audit & Compliance: ensure adherence and address audit findings.

Skills

ITIL processes

ITSM dashboards

SLA monitoring

Stakeholder management

Process transformation

Audit & compliance

End-to-end ownership

Communication

Education

Bachelor's degree in CS/IT or related field

Tools

ServiceNow

Jira Service Management

Confluence

SharePoint

Power BI

Excel

Job description

Job Description:

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Service line - Position Title: ITSM Process Specialist -Senior

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

About Global Delivery Services

Global Delivery Services refers to EYs worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

Your Key Responsibilities

• Process Governance: Ensure Compliance with incident, Problem, Change, Request, and Knowledge Management processes.
• SLA Management: Monitor SLA performance, identify imminent breaches and drive corrective actions to closure.
• Ticket Hygiene: Ensure accurate categorization, prioritization, documentation, updates and timely ticket closure.
• Stakeholder Management: Coordinate with Service managers, delivery teams and customer leadership on process gaps and improvement plans.
• Customer Collaboration: Engage proactively with customer stakeholders to review process effectiveness, gather feedback and jointly identify improvement opportunities.
• Process Transformation: Challenge existing practices, eliminate inefficiencies and redesign workflows to improve operational effectiveness and SLA performance.
• Joint Governance: Conduct periodic process reviews with the customer, agree on improvement actions and track implementation through measurable outcomes.
• Best Practice Adoption: Recommend and implement industry best practices, standardisation and automation opportunities in alignment with customer requirements.
• Reporting & Analysis: Publish daily operational reports, weekly KPI dashboards and Monthly business review (MBR) metrics.
• Continuous Improvement: Identify automation opportunities, reduce recurring incidents, improve MTTR and eliminate repetitive tickets.
• Audit & Compliance: Ensure process adherence, maintain evidence and address audit findings
• Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution.
• Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.

Skills and attributes for success

• Strong knowledge of ITIL processes, including incident, Problem, Change, request and Knowledge Management
• Expertise in ITSM tools, with proficiency in developing dashboards and reports to track SLAs, KPIs, ticket trends and operational performance
• Experience in process standardisation, SOP development and ITSM governance across application teams
• Proficiency in SLA monitoring, breach prevention & performance improvement
• Expertise in operational reporting, KPI dashboards and monthly business reviews
• Ability to collaborate with customers to identify process gaps and implement improvements
• Strong analytical skills to identify recurring incidents, root causes and automation opportunities
• Excellent communication, stakeholder management and end-to-end ownership of continuous improvement initiatives

To qualify for the role, you must have

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 8-10 years of experience in ITSM process governance, service management and process improvement
• ITIL4 Foundation Certification; Advance ITIL certifications are an advantage
• Proficiency in Excel, Power BI or equivalent reporting and analytics tools.
• Hands‑on experience with ITSM tools, including ServiceNow for process management and workflow configuration
• Proven ability to standardize ITSM processes, develop SOPs and drive process compliance across teams.
• Experience in SLA management, operational reporting, KPI dashboards and performance analysis
• Strong customer engagement skills to identify process gaps and implement continuous improvement initiatives
• Excellent analytical, problem‑solving, communication and stakeholder management skills.

Ideally, you’ll also have

Technologies and Tools

• ITSM Platforms: ServiceNow , Jira Service Management
• Knowledge management :Confluence, Sharepoint
• Reporting & Dashboards: ServiceNow, Performance Analytics, Power BI & Advanced Microsoft excel

What we offer you

At EY, we’ll develop you with future‑focused skills and equip you with world‑class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Our Commitment:

As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.

Professional Development:

From entry‑level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.

People and Culture

In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. Were united by a commitment to create an environment where every individuals differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.

Benefits

Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting‑edge learning opportunities that empower you to continually grow and excel in your professional and personal development.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability‑related adjustments or accommodations you may need.

We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion

EY | Building a better working world

EY exists to build a better working world, helping to create long‑term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

Successful candidates advance to a competency‑based interview. If mutual interest persists, a job offer awaits.