ITIL at ZENSAR TECHNOLOGIES SINGAPORE PTE LTD

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

29 Jul, 26

Salary

0.0

Posted On

30 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITIL, ITSM, Incident Management, Problem Management, Change Management, ServiceNow, Process Design, Governance, Compliance, Gap Analysis, KPI Reporting, Continuous Service Improvement, Stakeholder Management, Process Re-engineering, IT Operations

Industry

IT Services and IT Consulting

Description

An ITIL Process Consultant defines, governs, and optimizes IT Service Management (ITSM) processes—specifically Incident, Problem, and Change Management—to ensure operational excellence and compliance. They bridge the gap between business needs and IT operations by analyzing current workflows, designing improvements, and leading Continuous Service Improvement (CSI) initiatives. Key Responsibilities * Process Design & Implementation: Define, document, and implement ITSM frameworks, policies, and procedures aligned with ITIL best practices. * Governance & Compliance: Act as process owner or expert, overseeing Change Advisory Board (CAB) meetings and ensuring strict adherence to SLAs and KPIs. * Process Improvement: Perform gap analysis on current IT infrastructure, identify bottlenecks, and drive remedial actions. * Performance Monitoring: Utilize, report, and analyze metrics (KPIs) to drive automation, incident reduction, and efficiency improvements. * Stakeholder Management: Collaborate with technical teams, vendors, and senior management to align IT services with business goals. * Documentation & Training: Create process documentation, workflows, and conduct training sessions for teams. Required Skills and Qualifications * Certification: ITIL Foundation (minimum), with ITIL V3/V4 Intermediate or Expert certifications highly preferred. * Experience: 5–10 years of experience in ITSM process consulting, IT operations, or process re-engineering. * Technical Knowledge: Deep understanding of ITIL processes (Incident, Problem, Change, Configuration). * Tool Expertise: Proficiency in ITSM tools, particularly ServiceNow. * Soft Skills: Strong analytical, troubleshooting, communication, and presentation skills. At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus. Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar [https://www.zensar.com/careers/] and join us to Grow. Own. Achieve. Learn. [https://www.youtube.com/embed/i2NZsiQqVnU?autoplay=1&fs=1] to be the best version of yourself. We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

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Responsibilities

The ITIL Process Consultant is responsible for defining, governing, and optimizing ITSM processes to ensure operational excellence and compliance. They will lead continuous service improvement initiatives and bridge the gap between business needs and IT operations through effective stakeholder management.