ITSM Process Architect & Service Improvement Lead

Tata Consultancy Services

Richmond (VA)

On-site

USD 100,000 - 140,000

Full time

6 days ago

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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.