IT Infrastructure Process Engineer

Job Description

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 6 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 :

Below skills will be an advantage :

Must-Have Qualifications

Strong problem-solving and ready to take owner

Qualifications

Additional Information