ITSM Functional Consultant
Tata Consultancy Services Limited, Richmond, Virginia, United States, 23214
Job Description
Must Have Technical/Functional Skills
Certified with ITIL v3/v4 best practices and organizational objectives.
ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management.
Roles & Responsibilities
ITSM Process Design & Implementation:
Define, design, and implement ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management. Develop process models, workflows, RACI matrices, and standard operating procedures (SOPs). Ensure alignment with ITIL v3/v4 best practices and organizational objectives.
Process Assessment & Optimization:
Conduct ITSM process maturity assessments and gap analyses. Identify process inefficiencies, bottlenecks, and improvement opportunities. Recommend enhancements to improve service quality, reduce incident volume, and optimize cycle times. Drive continual service improvement (CSI) initiatives.
Stakeholder Management & Workshops:
Engage with IT stakeholders, service owners, business units, and SMEs to gather process requirements. Facilitate workshops, design thinking sessions, and process walkthroughs. Support change adoption through training, documentation, and communication.
ITSM Tools & Technology Alignment:
Work closely with ITSM tool teams (ServiceNow, BMC, Cherwell, Jira Service Management, etc.) to translate process requirements into system workflows and configurations. Participate in tool testing, UAT, and deployment activities. Ensure tool capabilities are optimized to support process automation and governance.
Governance, Compliance & Documentation:
Establish process governance frameworks, KPIs, and performance dashboards. Define and maintain process policies, templates, and reporting standards. Ensure compliance with ISO 20000, ITIL, internal audit, and regulatory requirements.
Performance Monitoring & Reporting:
Track and report ITSM KPIs and SLAs (MTTR, incident backlog, change success rate, etc.). Evaluate trends and recommend corrective actions. Create high‑quality dashboards and management reports.
Salary Range: $100,000 - $125,000 a year
TCS Employee Benefits Summary
Discretionary Annual Incentive
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans
Family Support: Maternal & Parental Leaves
Insurance Options: Auto & Home Insurance, Identity Theft Protection
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement
Time Off: Vacation, Time Off, Sick Leave & Holidays
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing
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Certified with ITIL v3/v4 best practices and organizational objectives.
ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management.
Roles & Responsibilities
ITSM Process Design & Implementation:
Define, design, and implement ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management. Develop process models, workflows, RACI matrices, and standard operating procedures (SOPs). Ensure alignment with ITIL v3/v4 best practices and organizational objectives.
Process Assessment & Optimization:
Conduct ITSM process maturity assessments and gap analyses. Identify process inefficiencies, bottlenecks, and improvement opportunities. Recommend enhancements to improve service quality, reduce incident volume, and optimize cycle times. Drive continual service improvement (CSI) initiatives.
Stakeholder Management & Workshops:
Engage with IT stakeholders, service owners, business units, and SMEs to gather process requirements. Facilitate workshops, design thinking sessions, and process walkthroughs. Support change adoption through training, documentation, and communication.
ITSM Tools & Technology Alignment:
Work closely with ITSM tool teams (ServiceNow, BMC, Cherwell, Jira Service Management, etc.) to translate process requirements into system workflows and configurations. Participate in tool testing, UAT, and deployment activities. Ensure tool capabilities are optimized to support process automation and governance.
Governance, Compliance & Documentation:
Establish process governance frameworks, KPIs, and performance dashboards. Define and maintain process policies, templates, and reporting standards. Ensure compliance with ISO 20000, ITIL, internal audit, and regulatory requirements.
Performance Monitoring & Reporting:
Track and report ITSM KPIs and SLAs (MTTR, incident backlog, change success rate, etc.). Evaluate trends and recommend corrective actions. Create high‑quality dashboards and management reports.
Salary Range: $100,000 - $125,000 a year
TCS Employee Benefits Summary
Discretionary Annual Incentive
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans
Family Support: Maternal & Parental Leaves
Insurance Options: Auto & Home Insurance, Identity Theft Protection
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement
Time Off: Vacation, Time Off, Sick Leave & Holidays
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing
#J-18808-Ljbffr