ServiceNow ITSM Developer - Hyderabad / Chennai / Pune

ITSM- Detail-oriented and proactive ITSM Analyst to support, implement, and optimize IT Service Management processes and tools. Instrumental in ensuring high levels of IT service quality through effective incident, change, problem, and request management.

• Monitor and manage ITSM processes including Incident, Problem, Change, Configuration, and Request Management
• Work with cross-functional IT teams to ensure compliance with SLAs and continual service improvement
• Administer and support ITSM tools (e.g., ServiceNow, BMC Remedy, Fresh services
• Identify process gaps and propose enhancements to improve service delivery
• Generate and analyze operational reports and dashboards
• Ensure documentation for all ITSM processes is accurate and up-to-date
• Participate in audits and ensure ITSM processes meet compliance standards
• Train and support IT teams in ITSM best practices and tool usage
• Assist with major incident management coordination and post-incident reviews
• 25 years of experience in IT Service Management or IT Operations
• ITIL Foundation certification required (ITIL Intermediate or Practitioner is a plus)
• Proficient with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management)
• Strong understanding of ITIL framework and service lifecycle
• Excellent analytical and problem-solving skills
• Effective communication and interpersonal skills
• Strong documentation and reporting skills

Preferred Qualifications:

• Experience in automation or scripting for process improvements
• Familiarity with CMDB and Asset Management
• Experience in enterprise environments with large user bases
• Agile or DevOps exposure a plus