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Metro Bangalore, mid-level generalist ITSM role with ServiceNow requirement at a known global firm increases competition.
ITSM and ServiceNow skills transfer across sectors but require domain-specific process knowledge.
Explicit 2-4 years requirement plus ServiceNow, ITIL and reporting skills enforce moderate shortlisting strictness.
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Manage and coordinate Major Incident Management (MIM), Change Management (CM), and Problem Management (PM) processes to improve overall IT service quality.
Facilitate and administer governance activities including Change Advisory Board (CAB), Problem Review Board (PRB), major incident bridge calls, and operational meetings.
Produce governance reports, dashboards, compliance audits, root cause analysis documentation, and drive continual improvement initiatives to meet contractual SLAs and operational targets.
ITIL Foundation certification preferred.
Experience working with ServiceNow or equivalent ITSM platform.
2-4 years relevant experience with incident, major incident, change, and problem management processes.
Any degree (no specific domain or technical degree mandated).
Experienced in operational coordination of IT service management processes with exposure to governance forums and stakeholder communication.
Strong analytical and reporting skills with proficiency in Microsoft Excel, Power BI, and Microsoft 365 tools for generating service management dashboards and KPIs.
Comfortable engaging with multiple stakeholders including clients, delivery teams, and technical resolver groups to ensure process compliance and service quality.