ITSM Process Architect & Service Improvement Lead

Tata Consultancy Services; Richmond (VA); Presencial; USD 100.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discretionary Annual Incentive

Comprehensive Medical Coverage: Health

Family Support and Leaves

401K Plan

Certification & Training Reimbursement

Vacation, Time Off, Sick Leave & Holid

Descripción de la vacante

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

Formación

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

Responsabilidades

• 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.

Conocimientos

ITSM processes knowledge

Process modeling

Stakeholder engagement

Herramientas

ServiceNow

BMC

Cherwell

Jira Service Management

Descripción del empleo

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