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High due to strong employer brand, mid-level Pune role with broad ITSM, analytics, and automation skill requirements.
Medium because ITSM, ServiceNow and process skills transfer across industries despite some financial-services specificity.
High due to explicit 5+ years, ITIL requirements, and multiple mandatory platform, analytics, and process skills.
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Own and sustain the quality and flow of ITSM process and knowledge management frameworks across the organization.
Drive creation, storage, secure sharing, and innovation of knowledge assets, leveraging AI and automation techniques.
Develop and maintain process documentation, workflows, dashboards, and reports to ensure operational efficiency and adherence to service levels.
Minimum 5+ years relevant work experience with proven experience in process workflow initiatives and complex architecture/application design.
College or University degree required.
Certified in ITIL with practical awareness of at least two ITIL capabilities (e.g., Incident, Change, Problem management).
Proficiency in ServiceNow (5+ years), SharePoint, Visio (2+ years), Power BI, SQL, and Microsoft Office tools.
Experienced in leading process and knowledge management functions with a strong track record in ITSM environments and stakeholder management within technology and business.
Data-driven and process-oriented thinker skilled in assessing baseline maturity and designing continual improvement roadmaps using workflow and automation techniques.
Comfortable working with cross-functional teams to align technology and business processes, driving innovation and operational efficiency.