ITSM Process Lead

Job Description :

Role : Lead Functional Analyst- ITSM

Mandatory skills : ITSM, ITAM, ServiceNow, Service Request Management, ITIL

Experience : 8-12 years

Location : Bangalore

Role Description :

We are seeking a motivated Lead Functional Analyst to join our dynamic DIOE - ESM

Applications & Processes team. This is an exciting opportunity to drive continuous

improvement within our framework, significantly impacting our operational efficiency

and user satisfaction.

About the Role

As the Lead Functional Analyst, you will be a key player in defining, maintaining, and

enhancing our processes. You will collaborate extensively with several stakeholders and

various divisions, ensuring process harmonization and alignment across the enterprise.

A significant focus of this role is to prepare for the future by exploring and implementing

cutting-edge solutions, particularly around Generative AI, within our ServiceNow

environment to further optimize our process.

Key Responsibilities

Process Ownership & Optimization

• Define the vision, strategy, and roadmap for the ITSM process in line with

PSL / Product priorities. Request management will be a primary focus process to

start with.

request management process.

alignment with AH, ADS and roofs)

Management process, ensuring its alignment with business objectives and ITIL

best practices.

the E2E process lifecycle, focusing on efficiency, effectiveness, and user

experience.

ensuring seamless integration with existing IT service management processes.

are fulfilled through automated or self-service which helps in achieving proactive

process optimization.

accurate, and readily accessible.

improvement, implementing changes to enhance user experience and

operational efficiency.

ensuring it is user-friendly, accurate, and comprehensive.

request able services into the catalog.

Cross-Functional Collaboration & Harmonization

escalations across the organization.

request management principles and practices across different organizational

silos.

effective communication and mutual understanding regarding request

processes.

Feature Implementation & Enhancement

process, from requirements gathering and design to testing, deployment, and

post-implementation review.

process requirements into technical solutions within the platform.

Transversal Topics : Generative AI (GenAI) Integration & Innovation

applicability within the enterprise ITSM tool (ServiceNow).

Request management process.

implement GenAI solutions so as to enhance process efficiency.

Tool Expertise

Management module and related ITSM,ITAM applications.

support process requirements.

potential impact and benefits for request management.

We are looking for candidates with the following skills and experience :

5+ years’ experience inthis role or equivalent

challenge them and get their buy in.

different cultures.

information and present them to different stakeholders.

support organizational needs that span beyond the day-to-day activities.

Measures of success and outputs

The role will be measured by the following business measures :

description of matching products and technologies

capturing and identifying the complex business requirements and

operational objectives of the customer, with our recommendations on

automation / Best practices & best solutions adapted to their needs

business processes ideally end-to-end, the key drivers and measures

of success for the

possible IT solutions compliant with our global strategy

Planning based on the customer requirements

with stakeholders and Product team members

resources during product

solution delivered with Product’s team support.

operations.