Information Technology Service Management Consultant

About Company :

They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from whats now to whats next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

About Client:

Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineeringreflecting its strategic commitment to driving innovation and value for clients across industries.

Job Title: Process Excellence Consultant L1 (ITSM & Process Tools)

Location: Bengaluru

Experience: 4+ Years

Job Type : Contract to hire.

Notice Period: Immediate

Job Title: Process Excellence Consultant L1 (ITSM & Process Tools)

Location: Bengaluru

Role Summary:

We are looking for a Process Excellence Consultant L1 with strong expertise in IT Service Management (ITSM) and process improvement initiatives . The role requires hands-on experience in defining, optimizing, automating, and governing ITSM processes, along with strong analytical and reporting capabilities. The ideal candidate will work closely with stakeholders to drive operational excellence, efficiency, and continuous improvement across managed services.

Key Responsibilities:

• ITIL Foundation: Thorough understanding of ITIL concepts, including Incident, Problem, Change, Support Request, and Transition.
• Atlassian Tools: Proficiency in ITSM tools such as JIRA , and strong knowledge of JIRA and Confluence.
• Automation: Experience in automating workflows and optimizing processes.
• Process, Reporting, and Analytical Skills
• Reporting: Ability to define, create, publish, and present reporting related to all services under management.
• Problem Solving: Strong analytical and problem-solving abilities.
• Professional & Preferred Skills
• Communication: Excellent communication skills for engaging with diverse groups.
• CMDB (Preferred): Expertise in managing Configuration Management Databases (CMDB).
• Infrastructure (Preferred): Familiarity with hybrid infrastructure environments (cloud and on-premises systems).
• Data Skills (Preferred): Basic SQL skills for data analysis and report generation.
• DevOps (Preferred): Knowledge of DevOps practices and tools.

Required Experience & Skills:

• ITSM Experience: 3+ years of experience in IT service management.
• Process Definition: 3+ years of experience defining and documenting organizational processes, and creating/presenting related training materials.

Qualifications:

• Bachelors degree in engineering and related field.

Seniority Level

• Mid-Senior level

Industry

• IT Services and IT Consulting

Employment Type

• Contract

Job Functions

• Business Development
• Consulting