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Netsach is currently hiring for ITSM Process consultant with 4 to 6yrs of relevant work exp in ITSM and Certification in ITIL V3/V4 Foundation is mandatory. Candidates who are available to start immediately should send their resume to (e-mail removed)(link removed)>

Job Role:ITSM Process Consultant

Experience :4-6 yrs

Location: Mumbai

Certifications: ITIL V3 / V4 Foundation

Technical Skills:

• ServiceNow
• Project Management (Desirable)

Soft Skills :

Oral and written communication skills

Interpersonal and consultative skills

Analytical thinking and problem solving

Being detail-oriented and capable of delivering a high level of accuracy

Hands on experience in Service Now ticketing tool

Roles and Responsibilities

Change Management

• Maintain and enhance IT Change Management processes.
• Provide advice and guidance on change management policy and process to internal & external stakeholders.
• Enable the design, development, delivery, and management of key change related communications.
• Work collaboratively with change owners to ensure the impacts of changes to any of the components supporting enterprise applications are understood and managed to maintain defined service levels.
• Liaise with Vendors and 3rd party providers to plan and prepare changes
• Responsible to conduct impact analyses, assess change readiness, and identify key stakeholders.
• Support and conduct user trainings, to understand the Organizational change management process.
• Define and measure success metrics and monitor change progress.
• Ensure individual Requests for Change (RFCs) have been appropriately tested, documented, resourced and scheduled.
• Develop and maintain Schedule of Change calendar.
• Schedule and facilitate IT Change Advisory Board meetings including chairing meetings
• Ensure all Requests for Change (RFCs) are approved by the Change Advisory Board (CAB) prior to implementation.
• Facilitate and document change Post Implementation Reviews (PIRs)
• Create actionable deliverables for the core change management plans:
• Accountable to create and circulate the change schedule
• Ensure all change documentation (policies, procedures, templates, etc.) is maintained from audit perspective

Incident Management

• Manage stakeholders, Track, and report issues
• Ensure all incident management documentation (policies, procedures, templates, etc.) is maintained from audit perspective
• Overseeing the incident Management process and team members involved in resolving the incident.
• Logging all incidents within the Incident Management System and their resolution or workaround.
• Ensure timely communication of incidents to stakeholders.
• Maintain Service Level Agreements are adhered to during the management of the incident.
• The root cause or workaround of each incident in identified and documented.
• Responding to a reported service incident, identifying the team members required to attend the call, and initiating the incident management process.
• Interpreting business needs of customers and translating them into the application and operational requirement with the help of strong analytical and product management skills
• Nice to have ServiceNow Admin or Development experience in Configure basic level of workflows and scripts
• Provides mentoring and guidance for ServiceNow System Administrators
• Liaising between technology teams, support teams and business units
• Serving as a channel between the internal-external customers and the software development team through which requirements flow.
• Recommend best practices for configuration of ServiceNow