Position Title: ITSM Process Manager

REPORTING TO: Service Delivery Manager

Eurofins IT Infrastructure Services Private Limited

GEOGRAPHICAL

REPORTING LOCATION: Bangalore / India

WORKING LOCATION: Bangalore / India

OVERALL OBJECTIVES:

Eurofins IT Infrastructure Services Private Limited, looking for a skilled and experienced ITSM Specialist with 5 to 7 years of experience in implementing, managing, and optimizing IT Service Management processes. The ideal candidate should have a strong understanding of ITIL best practices and a proven track record of enhancing service delivery, governance, and process automation in complex IT environments.

Responsibilities:

Own and manage ITSM processes (Incident, Change, Problem, Request, Knowledge, CMDB, Asset & Capacity).
Define and maintain process documentation, RASCI charts, SOPs, and governance frameworks.
Collaborate with ITSM tool administrators and developers for BMC Helix configurations with process needs.
Monitor process KPIs, SLAs, and compliance metrics to ensure performance and continuous improvement.
Lead process audits, identify gaps, and implement corrective actions.
Facilitate process-related workshops, reviews, and training sessions.
Coordinate across teams (Service Desk, Infrastructure, Applications) to drive process adoption and efficiency.
Ensure CMDB data quality and process linkage across both tools.
Participate in tool upgrades, configuration changes, and workflow updates impacting ITSM processes.
Act as a liaison between tool owners (BMC Helix/ServiceNow) and business stakeholders to ensure the successful implementation of process changes.

Required Skills:

An ideal candidate should have strong experience in all the below:

Extensive hands-on experience with BMC Helix and ServiceNow platforms
Change Management – driving CAB meetings, evaluating risk and impact, and ensuring minimal disruption
Problem Management – leading root cause analysis (RCA), trend analysis, and permanent solution implementation
Incident Management – Drive MIM, ensuring SLA adherence, prioritization, and timely resolution of critical issues
CMDB - Experience supporting or implementing CMDB updates, discovery tools, and asset lifecycle processes
Collaborated with tool admins and developers to align configurations with process requirements
Experience creating and interpreting dashboards, SLA/KPI reports, and trend analysis for operational improvement
Strong communication and stakeholder engagement skills

Below skills will be an advantage:

Exposure to process automation and workflow design
Knowledge on Site 24X7 Monitoring tool.

Must-Have Qualifications

BMC Helix tool work experience
ITIL process hands on experience

Strong problem-solving and ready to take owner