Position Title: ITSM Process Manager
REPORTING TO: Service Delivery Manager
Eurofins IT Infrastructure Services Private Limited
GEOGRAPHICAL
REPORTING LOCATION: Bangalore / India
WORKING LOCATION: Bangalore / India
OVERALL OBJECTIVES:
Eurofins IT Infrastructure Services Private Limited, looking for a skilled and experienced ITSM Specialist with 5 to 7 years of experience in implementing, managing, and optimizing IT Service Management processes. The ideal candidate should have a strong understanding of ITIL best practices and a proven track record of enhancing service delivery, governance, and process automation in complex IT environments.
Responsibilities:
- Own and manage ITSM processes (Incident, Change, Problem, Request, Knowledge, CMDB, Asset & Capacity).
- Define and maintain process documentation, RASCI charts, SOPs, and governance frameworks.
- Collaborate with ITSM tool administrators and developers for BMC Helix configurations with process needs.
- Monitor process KPIs, SLAs, and compliance metrics to ensure performance and continuous improvement.
- Lead process audits, identify gaps, and implement corrective actions.
- Facilitate process-related workshops, reviews, and training sessions.
- Coordinate across teams (Service Desk, Infrastructure, Applications) to drive process adoption and efficiency.
- Ensure CMDB data quality and process linkage across both tools.
- Participate in tool upgrades, configuration changes, and workflow updates impacting ITSM processes.
- Act as a liaison between tool owners (BMC Helix/ServiceNow) and business stakeholders to ensure the successful implementation of process changes.
Required Skills:
An ideal candidate should have strong experience in all the below:
- Extensive hands-on experience with BMC Helix and ServiceNow platforms
- Change Management – driving CAB meetings, evaluating risk and impact, and ensuring minimal disruption
- Problem Management – leading root cause analysis (RCA), trend analysis, and permanent solution implementation
- Incident Management – Drive MIM, ensuring SLA adherence, prioritization, and timely resolution of critical issues
- CMDB - Experience supporting or implementing CMDB updates, discovery tools, and asset lifecycle processes
- Collaborated with tool admins and developers to align configurations with process requirements
- Experience creating and interpreting dashboards, SLA/KPI reports, and trend analysis for operational improvement
- Strong communication and stakeholder engagement skills
Below skills will be an advantage:
- Exposure to process automation and workflow design
- Knowledge on Site 24X7 Monitoring tool.
Must-Have Qualifications
- BMC Helix tool work experience
- ITIL process hands on experience
Strong problem-solving and ready to take owner