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Tier-1 brand, mid-level Pune ITSM role with broad toolset increases competitive density.
ITSM, ServiceNow, and process skills transfer across industries, though financial domain familiarity is advantageous.
Mandatory 5+ years, ITSM/ServiceNow/ITIL and tool proficiencies create strict candidate filters.
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Oversee and sustain the quality and accessibility of ITSM process and knowledge frameworks, ensuring alignment between technology and business processes.
Drive the creation, documentation, and sharing of knowledge articles, process workflows, and self-service guidance to improve operational efficiency and service outcomes.
Analyze process maturity and knowledge management effectiveness using dashboards and MI reports, recommending automation and AI innovations to enhance the practice.
Bachelor’s degree in Business Process, Technology, Financial Management, or related field.
5+ years of relevant experience with demonstrated leadership in process workflow initiatives and knowledge management functions.
Proficient in ServiceNow (5+ years), SharePoint, Visio (2+ years), MS Office Suite including Excel, Teams, PowerPoint (2+ years).
Certified in ITIL with practical awareness of at least two ITIL capabilities such as Incident, Major Incident, Request, Problem, Release, Change, Capacity, or Configuration management.
Experienced in managing cross-functional process and knowledge management teams targeting strategic operational outcomes.
Demonstrates strong analytical skills with a workflow and data-driven approach to continual process improvement, including automation and AI adoption.
Skilled in stakeholder management across technology and business units with a proven ability to assess and enhance process maturity and knowledge practices.