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 emily@netsach.co.in.

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 (RFC’s) 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 (RFC’s) are approved by the Change Advisory Board (CAB) prior to implementation. 
• Facilitate and document change Post Implementation Reviews (PIR’s) 
• 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