Consultant - ITSM

We at Inbox Business Technologies are looking for a skilled and motivated Consultant - ITSM to support the delivery and optimization of IT Service Management (ITSM) projects based on ITIL best practices and aligned with ISO/IEC 20000 standards. The candidate should have practical experience in implementing, improving, and managing ITSM processes, and be capable of supporting client engagements across various industries.

Job Description:

1. Assist in the implementation and auditing of ISO 20000-based IT Service Management Systems (ITSMS).
2. Conduct service maturity assessments, gap analyses, and process improvements.
3. Prepare and maintain ITSM policies, procedures, and service management processes.
4. Support clients in preparing for ISO 20000 certification audits, including documentation and non-conformity resolution.
5. Participate in internal audits and help clients prepare for external certification audits.
6. Assist in ITSM tool selection, configuration, and integration (e.g., ServiceNow, Jira, BMC Remedy, Managed Engine, etc.).

Requirements:

1. Master's degree in Information Technology, Computer Science, or a related field.
2. Minimum ITIL V3/V4 Foundation certification from Axelos is required.
3. Professional certifications such as ITIL Intermediate, ISO 20000 Lead Implementer/Auditor, or equivalent (preferred but not mandatory).
4. 4-5 years of experience in ITSM, ITIL, or related roles.
5. Working knowledge of ITIL, ISO 20000, and other relevant frameworks/regulations.
6. Strong documentation, reporting, and stakeholder coordination skills.