ITSM Consultant

Tata Consultancy Services; Richmond (VA); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage: Health

Family Support and Leaves

401K Plan

Certification & Training Reimbursement

Vacation, Time Off, Sick Leave & Holid

Job summary

Tata Consultancy Services (TCS) is seeking a seasoned ITSM Process Design & Implementation specialist to lead end-to-end ITSM initiatives in the United States. You will define ITSM processes (Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, Asset Management), develop process models and SOPs, and ensure alignment with ITIL v3/v4 and business objectives.

You will partner with stakeholders, run workshops, and drive continual service improvement to reduce incidents and

Qualifications

• Experience in ITSM process design and implementation.
• Familiarity with ITIL v3/v4 standards.
• Ability to drive CSI initiatives.
• Stakeholder facilitation and workshop delivery.

Responsibilities

• Define, design, and implement ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management.
• Develop process models, workflows, RACI matrices, and SOPs.
• Ensure alignment with ITIL v3/v4 and organizational objectives.
• Conduct process assessments, identify gaps, and recommend improvements.
• Governance, KPIs, dashboards, and reporting.

Skills

ITSM processes knowledge

Process modeling

Stakeholder engagement

Tools

ServiceNow

BMC

Cherwell

Jira Service Management

Job description

Job Description

Roles & Responsibilities

ITSM Process Design & Implementation

• Define, design, and implement ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management.
• Develop process models, workflows, RACI matrices, and standard operating procedures (SOPs).
• Ensure alignment with ITIL v3/v4 best practices and organizational objectives.

Process Assessment & Optimization

• Conduct ITSM process maturity assessments and gap analyses.
• Identify process inefficiencies, bottlenecks, and improvement opportunities.
• Recommend enhancements to improve service quality, reduce incident volume, and optimize cycle times.
• Drive continual service improvement (CSI) initiatives.

Stakeholder Management & Workshops

• Engage with IT stakeholders, service owners, business units, and SMEs to gather process requirements.
• Facilitate workshops, design thinking sessions, and process walkthroughs.
• Support change adoption through training, documentation, and communication.

ITSM Tools & Technology Alignment

• Work closely with ITSM tool teams (ServiceNow, BMC, Cherwell, Jira Service Management, etc.) to translate process requirements into system workflows and configurations.
• Participate in tool testing, UAT, and deployment activities.
• Ensure tool capabilities are optimized to support process automation and governance.

Governance, Compliance & Documentation

• Establish process governance frameworks, KPIs, and performance dashboards.
• Define and maintain process policies, templates, and reporting standards.
• Ensure compliance with ISO 20000, ITIL, internal audit, and regulatory requirements.

Performance Monitoring & Reporting

• Track and report ITSM KPIs and SLAs (MTTR, incident backlog, change success rate, etc.).
• Evaluate trends and recommend corrective actions.
• Create high-quality dashboards and management reports.

Salary Range-$100,000-$140,000 a year

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.a
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.