ITSM Process Architect & Improvement Leader

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

Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage (Medical & Health)

Dental & Vision

Life and Disability Insurance

Commuter Benefits

Certification & Training Reimbursement

Vacation, Time Off & Holidays

401K Plan

Job summary

Tata Consultancy Services Limited in Richmond, VA is hiring a System Administrator focused on ITSM design and process implementation. The role involves defining ITSM processes (Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, Asset Management) and aligning them with ITIL standards to support IT operations and business goals.

You will drive process maturity, stakeholder workshops, and CSI initiatives while collaborating with ServiceNow, BMC, Cherwell, and Jira

Qualifications

• 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 best practices and organizational objectives.

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 standard operating procedures (SOPs).
• Ensure alignment with ITIL v3/v4 best practices and organizational objectives.
• 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.
• 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.
• 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.
• 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.
• Track and report ITSM KPIs and SLAs (MTTR, incident backlog, change success rate, etc.).
• Evaluate trends and recommend corrective actions.
• Create highquality dashboards and management reports.

Skills

ITSM

Job description

Tata Consultancy Services Limited in Richmond, VA is hiring a System Administrator focused on ITSM design and process implementation. The role involves defining ITSM processes (Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, Asset Management) and aligning them with ITIL standards to support IT operations and business goals.

You will drive process maturity, stakeholder workshops, and CSI initiatives while collaborating with ServiceNow, BMC, Cherwell, and Jira