Job Description & How to Apply Below
Job Title:
ITIL Process Consultant / Architect
Location:
Noida (Work from Office)
Experience:
8+ Years
Shift: US Shift
Role Overview
We are seeking an experienced ITIL Process Consultant/Architect to design, implement, and optimize IT Service Management (ITSM) processes aligned with ITIL best practices. The role involves driving service excellence, improving operational efficiency, and ensuring governance across IT operations.
Key Responsibilities
Process Design & Architecture
• Design, implement, and optimize ITIL-based ITSM processes (Incident, Problem, Change, Release, Service Request, Configuration, Asset, etc.).
• Develop end-to-end process frameworks, workflows, SOPs, and RACI matrices.
• Ensure alignment of IT processes with business objectives and compliance standards.
• Lead process re-engineering and continuous service improvement (CSI) initiatives.
Governance & Compliance
• Establish process governance models and KPIs.
• Conduct process audits and maturity assessments.
• Ensure adherence to ITIL standards and regulatory requirements.
• Develop reporting dashboards and service performance metrics.
Stakeholder Management
• Collaborate with IT operations, service desk, infrastructure, and application teams.
• Conduct workshops and training sessions on ITIL processes.
• Act as a subject matter expert (SME) for ITSM tools and frameworks.
Tool & Automation Enablement
• Drive ITSM tool implementation/enhancement (Service Now, BMC Remedy, Jira Service Management, etc.).
• Translate process requirements into tool configurations.
• Identify automation opportunities to improve efficiency.
Continuous Improvement
• Perform gap analysis and recommend process improvements.
• Lead transformation initiatives across IT service delivery.
• Monitor SLAs, OLAs, and underpinning contracts for service optimization.
Required Qualifications
• Bachelor’s degree in IT, Computer Science, or related field.
• ITIL v3 or ITIL 4 Certification (Managing Professional / Strategic Leader preferred).
• 8+ years of experience in IT Service Management.
• Proven experience in designing and implementing ITIL processes.
• Strong understanding of ITSM tools (Service Now preferred).
• Experience in large enterprise or global IT environments.
Preferred Skills
• Experience with Dev Ops and Agile environments.
• Knowledge of ISO 20000 / IT governance frameworks.
• Strong analytical and stakeholder management skills.
• Excellent communication and presentation abilities.
Key Competencies
• Process Architecture & Design
• ITSM Transformation
• Service Governance
• Automation & Optimization
• Leadership & Change Management
Think global. Think BIG.
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