Account Delivery Partner

Persistent Systems Limited; Chicago (IL); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Hybrid work

Education sponsorship

Growth opportunities

Long Service awards

Insurance coverage

Job summary

Persistent Systems Limited is seeking an ITSM Process Consultant to design, assess, and optimize ITSM processes aligned with ITIL, incident/problem/change management, and governance standards.

You will translate business needs into practical ITSM workflows, collaborate with IT leadership and stakeholders, and drive continuous improvement across core ITSM areas. The role supports a hybrid work model in Bridgewater, NJ or Dallas, TX and emphasizes governance, metrics, and training.

Qualifications

• 10+ years of experience in ITSM, service delivery, operations, or process consulting.
• Strong expertise in ITIL framework and ITSM lifecycle processes.
• Hands-on design and improvement of ITSM processes in enterprise environments.
• Experience with ITSM tools such as ServiceNow, Remedy, and Jira Service Management.
• Ability to translate business requirements into ITSM workflows and governance.

Responsibilities

• Design, assess, and optimize ITSM processes aligned with business and ITIL best practices.
• Evaluate current-state processes, identify gaps, and define future-state process models.
• Develop and maintain process documentation (policies, workflows, SOPs, RACI, governance models).
• Drive implementation and continuous improvement across core ITSM areas (Incident, Problem, Change, Request, etc.).
• Collaborate with stakeholders to translate requirements into ITSM workflows and tool configurations.
• Define process controls, SLA models, escalation paths, and compliance checkpoints.
• Establish KPIs, SLAs, OLAs, and monitor service performance metrics.
• Analyze trends, service issues, and bottlenecks to drive corrective and preventive actions.
• Facilitate workshops, stakeholder discussions, and process alignment sessions.
• Support transformation programs, presales activities, and drive adoption through training and change management.

Skills

ITSM

ITIL

Process design

Stakeholder management

Analytics

Cross-functional collaboration

ServiceNow

Remedy

Jira Service Management

Governance

Tools

ServiceNow

Remedy

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.

The ITSM Process Consultant is responsible for designing, assessing, improving, and governing IT service management processes that support reliable, efficient, and business-aligned service delivery. This role works closely with IT leadership, service owners, support teams, platform administrators, and business stakeholders to define process standards, drive ITIL-aligned practices, improve operational performance, and enable continual service improvement. The consultant translates business and operational requirements into practical process frameworks, workflows, controls, metrics, and documentation across core ITSM disciplines such as Incident, Problem, Change, Request, Knowledge, Service Catalog, Asset, Configuration, and Release Management.

• Role: ITSM Process Consultant
• Location: Bridgewater, NJ or Dallas, TX
• Experience: 15 Years
• Job Type: Full Time Employment
• Mandatory skills ITSM and ITIL Framework Expertise

What You Will Do

• Design, assess, and optimize ITSM processes aligned with business and ITIL best practices
• Evaluate current-state processes, identify gaps, and define future-state process models
• Develop and maintain process documentation (policies, workflows, SOPs, RACI, governance models)
• Drive implementation and continuous improvement across core ITSM areas (Incident, Problem, Change, Request, etc.)
• Collaborate with stakeholders to translate requirements into ITSM workflows and tool configurations
• Define process controls, SLA models, escalation paths, and compliance checkpoints
• Establish KPIs, SLAs, OLAs, and monitor service performance metrics
• Analyze trends, service issues, and bottlenecks to drive corrective and preventive actions
• Facilitate workshops, stakeholder discussions, and process alignment sessions
• Support transformation programs, presales activities, and drive adoption through training and change management

What You Will Bring

• 10+ years of experience in ITSM, service delivery, operations, or process consulting
• Strong expertise in ITIL framework and ITSM lifecycle processes
• Proven experience in designing and improving ITSM processes in enterprise environments
• Hands-on experience with ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.)
• Strong knowledge of process metrics, dashboards, SLA frameworks, and reporting
• Ability to translate business requirements into practical process frameworks and workflows
• Excellent analytical, problem-solving, and process-mapping capabilities
• Experience working with cross-functional teams (IT, business, operations, vendors)
• Strong communication, stakeholder management, and facilitation skills
• Understanding of governance, compliance standards (ITIL, ISO 20000), and audit readiness
• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”